Financial Services Guide - Car Insurance Quote

Financial Services Guide
CPFSG006 (08/14)
If you would like more details about the remuneration (including commission) or other
benefits the referrers receive, please ask for it within a reasonable period after you receive
this document and before the relevant insurance is issued to you.
Compensation Arrangements
Under Chapter 7 of the Corporations Act 2001 (Cth) a licensee needs to have arrangements
for compensating retail clients for loss or damage they suffer as a result of a breach by the
licensee or its representatives of Chapter 7 of the Act, unless an exemption applies. Both
WIL and MetLife are exempt from this requirement because they are insurance companies
which are supervised by the Australian Prudential Regulation Authority (APRA) and are
subject to the prudential requirements under insurance legislation regulated by APRA.
Complaints
Coles Car and Home Insurance
If you have a complaint about your Coles Car or Home Insurance, please contact us and
we’ll try to resolve the matter.
PO Box 16042 Collins Street West, Melbourne Victoria 8007
Phone: 1300 265 374
Email: [email protected]
Website: www.coles.com.au/insurance
If your complaint is not resolved when you first contact us, it will be referred to WIL’s Internal
Dispute Resolution process where it will be reviewed by a manager. If you are still dissatisfied
following the manager’s review, the matter will be referred to an Internal Dispute Resolution
Officer with the appropriate experience, knowledge and authority to deal with the dispute
and will make a final decision. If you are not satisfied with the final decision, you may
contact the Financial Ombudsman Service on the details below.
Coles Life Insurance
If you have a complaint about your Coles Life Insurance, you should first ring or write to tell
us about your complaint.
GPO Box 4217, Sydney New South Wales 2001
Phone: 1300 555 625
Email: [email protected]
Website: www.coles.com.au/insurance
If your complaint remains unresolved, you will need to write to MetLife Dispute Resolutions
at the address above. Your complaint will be investigated and a response will be prepared
and sent to you within 5 business days (or longer if agreed by you). If you are not satisfied
with the outcome,you may contact the Financial Ombudsman Service on the details below.
Financial Ombudsman Service
The Financial Ombudsman Service (FOS) is an independent external dispute resolution
scheme that offers its services free of charge to you and is approved by the Australian
Securities and Investments Commission. Both MetLife and WIL are members of the FOS
and, if a dispute falls within its Terms of Reference, they agree to be bound by its decisions.
You are not so bound by the FOS’s determinations and may choose to seek your own legal
advice. To access the FOS’s dispute resolution services you must contact the FOS to lodge
your dispute. The contact details of the FOS are as follows:
Financial Ombudsman Service Limited
Address: GPO Box 3, Melbourne Victoria 3001
General Enquiries: 1300 78 08 08
Fax: (03) 9613 6399
Email: [email protected]
Website: www.fos.org.au
Your Privacy
WIL, MetLife, Coles, CCI Call Centres, Eureka Operations and Loyalty Pacific collect personal
information (including sensitive information) in connection with Coles Insurance products
to: process, assess and verify your application for insurance and any claims you may
make; to administer and manage the products or services provided to you in accordance
with the Australian Privacy Principles (as amended from time to time). A copy of the
Australian Privacy Principles may be obtained from the Office of the Australian Information
Commissioner (OAIC) by contacting 1300 363 992 or PO Box 5218, Sydney New South Wales
2001 or [email protected]. The information collected will be used in accordance with
the respective privacy policies of WIL, MetLife, Coles, CCI Call Centres, Eureka Operations
and Loyalty Pacific. To view a copy, please contact us or refer to the Coles Insurance website:
www.colesinsurance.com.au
If you wish to make a complaint about the privacy of your personal information please
contact Coles Insurance. You may also make a complaint to the OAIC within 12 months of
becoming aware of any privacy issue.
How to contact us
Coles Car and Home Insurance
You can contact us or provide us with instructions on 1300 265 374 or write to us at
PO Box 16042, Collins Street West, Melbourne Victoria 8007.
You can also contact us by email at [email protected] or obtain more
information from the Coles Insurance website:
www.coles.com.au/insurance
Coles Life Insurance
You can call us on 1300 880 095 or write to us at
GPO Box 4217, Sydney New South Wales 2001.
You can also email us at [email protected] or visit our website at
www.coles.com.au/insurance
flybuys & Coles Express
You can contact flybuys on 13 1116.
You can contact Coles Express on 1800 656 055.
The address for Coles, Eureka Operations and Loyalty Pacific is 800 Toorak Road, East
Hawthorn, Victoria 3123.
Item Code 267216255C01
Introduction
Coles Supermarkets Australia Pty Ltd (ABN 45 004 189 708) (AR 269259) (Coles), CCI Call
Centres (Pty) Ltd (AR 420391) (CCI Call Centres), Eureka Operations Pty Ltd (ABN 78 104 811
216) (AR 269267) (Eureka Operations, trading as Coles Express) and Loyalty Pacific Pty Ltd
(ABN 82 057 931 334) (AR 423106) (Loyalty Pacific, trading as flybuys) are responsible for this
Financial Services Guide (FSG) as it relates to the financial services provided by them. It was
prepared on 26 August 2014.
References in this FSG to ‘we’, ‘our’ or ‘us’ are references to Coles, CCI Call Centres, Eureka
Operations and Loyalty Pacific (as the context may indicate).
Purpose of this Financial Services Guide
The purpose of this FSG is to help you make an informed decision about the services we
offer and can provide to you. This FSG contains information about:
• the financial services we provide;
• how we and others are remunerated in relation to those services;
• how complaints are dealt with;
• how we respect your privacy; and
• how to contact us.
Some other documents you may receive
If you decide to take out a Coles Insurance product, you will also receive a Product Disclosure
Statement which contains important information about the product to help you make an
informed decision.
Who we are
Coles promotes and distributes Car, Home and Life Insurance products. Coles Car and Home
Insurance products are issued by WFI Insurance Limited. Coles Life Insurance products are
issued by MetLife Insurance Limited.
Coles, CCI Call Centres, Eureka Operations and Loyalty Pacific are authorised representatives
of WFI Insurance Limited (ABN 24 000 036 279, AFS Licence No. 241461) (WIL) in respect of
Coles Car and Home Insurance products. Coles, Eureka Operations and Loyalty Pacific are
all part of the Wesfarmers group of companies.
Coles, Eureka Operations and Loyalty Pacific are authorised representatives of MetLife
Insurance Limited (ABN 75 004 274 882, AFS Licence No. 238096) (MetLife) in respect of
Coles Life Insurance products.
Both MetLife and WIL have authorised Coles, Eureka Operations and Loyalty Pacific to
distribute this FSG. WIL has also authorised CCI Call Centres to distribute this FSG.
What services we provide
Coles Car and Home Insurance
Coles is authorised by WIL to provide general advice about Coles Car and Home Insurance
products and to arrange for these insurance products to be issued to you.
Telephone sales of Coles Car and Home Insurance products may be arranged through
CCI Call Centres. CCI Call Centres is authorised by WIL to provide general advice on these
insurance products and has a binding authority from WIL to enter into them as if CCI Call
Centres were the insurer, WIL.
Eureka Operations and Loyalty Pacific are authorised by WIL to provide general advice
about Coles Car and Home Insurance products in marketing materials.
Coles Life Insurance
Coles is authorised by MetLife to provide general advice about Coles Life Insurance products
and to arrange for these products to be issued to you.
Eureka Operations and Loyalty Pacific are authorised by MetLife to provide general advice
about Coles Life Insurance products in marketing materials.
In addition, telephone sales for Coles Life Insurance may be arranged through The Direct
Call Centre, a wholly owned subsidiary of MetLife.
How we are paid
When a Coles Insurance product is issued to you, the insurer charges you a premium for that
product based on your risk profile and circumstances. The total amount you will pay is the
premium plus any amount payable in relation to any stamp duty, GST, fire services levy, and
other government charges, taxes, fees and levies.
If you take out a Coles Car or Home Insurance product, WIL will pay Coles a commission of
10% of the premium (exclusive of government charges). The commission will also be paid
on any variations to your policy and on renewal.
CCI Call Centres’ holding company (Communication Centres International (Group) Limited)
receives a fixed hourly rate based on the time CCI Call Centres’ staff spend handling calls.
CCI Call Centre staff receive a salary which may include incentives based on the quality of
service they provide to you.
If you take out a Coles Life Insurance product, MetLife will pay Coles a commission of:
• up to 100% of the first year’s premium, and
• up to 10% (for level premium policies) or up to 33.02% (for stepped premium policies) of
each subsequent year’s premiums for the life of the policy. The commission is paid to
Coles exclusive of GST.
The above commissions paid to Coles are included as part of your premium.
If a premium is not payable for a Coles Insurance product under the terms and conditions
on which it’s offered to you, Coles will not receive a commission if you decide to take out the
product.
Referrals
Where you have been referred to us by a third party and you decide to acquire a Coles Car
or Home Insurance product from us, we or WIL may pay the referrer. The payment amount
depends on the product type, premium and the specific arrangement entered into with that
referrer. The remuneration may also be paid on renewal and premium adjustments. Any
remuneration paid to third party referrers is not charged directly to you.

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