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FAQ

FAQs – Cost effective Insurance Solutions for Independent Contractors and Consultants
Whether it is a single Professional Indemnity policy or a comprehensive package, we offer great quality cover at an affordable price.

When does cover commence?

Cover for Professional Indemnity insurance, Public & Products Liability insurance and Directors & Officers insurance can be arranged at any time to suit your circumstances. This can commence at any time but cannot be 'backdated'. However, please see below regarding Professional Indemnity insurance as we do offer retroactive cover in those circumstances.

I only have a short term contract - why do I need annual cover?

Professional Indemnity insurance is usually underwritten on a "claims made" wording, which means a current policy must be in force when a claim or claim circumstance giving rise to a claim is made against you. If you had insurance in force for the duration of your contract which then ceased upon completion of the project and a claim is made against you for professional negligence by your client after the end of the policy period, you may not have insurance protection for the claim. Annual cover ensures you have continuity of cover and peace of mind that if a claim is made long after the 'event' you are more likely to be protected than if you maintain insurance for short term periods or only for the 'life of the project'. Even if you cease freelance contracting, consider purchasing run-off cover for several years to ensure you are not exposed to a claim relating to work you carried out in the past.

Who provides the insurance and how can you be so competitive?

Insurance is arranged with Certain Underwriters at Lloyd's. It is for this reason and the fact that the application is processed online that this comprehensive cover can be provided so competitively. isure is an online, no advice platform with distribution of the financial product over the internet therefore allowing for competitive pricing. As a result, we do not take into account your financial situation or particular needs and do not provide any advice on the suitability of the product or coverage provided. The policy wording is available on the web page and if you decide that it meets your insurance needs and you are satisfied with the Terms Of Business you can place cover and have access to your documentation immediately.

How can I pay for this insurance?

By Visa or Mastercard (debit or credit) through our secure portal without any surcharges.

How will my policy be renewed?

Your policy is due for renewal on or before the expiry date of your current policy. We will notify you when your policy is due for renewal by email at least one month before the expiry date. At this time we will invite you to renew the policy by sending you an email with a link to you isure account. To complete your renewal, please follow the link in the renewal email. At renewal, you have a duty to disclose to the insurer any information which is relevant to the insurer's decision to insure you during the policy period. Please read the Duty of Disclosure on page 2 of your Policy document so that you know what you must do to comply with your duty of disclosure at renewal. If you do not require renewal of your policy, please advise us as soon as possible by email on info@isureonline.com.au.

How do I find out the terms and conditions of each type of insurance policy?

Specimen policy wordings are available in pdf format - Click here.

I have a current policy, how do I change my personal information, trading name, address, contact details?

Due to Privacy Laws and for your protection amendments to this information can only be made from the control panel. Please email info@isureonline.com.au quoting your policy reference number and the amendment/s required.

How do I cancel or vary the terms of cover?

All policies are non cancellable by the insured. This means you cannot cancel the policy and obtain a refund if you change your mind or if you wish to cancel mid-term. If you spot an error, or need to make an amendment please access the Account Login link on our website and make the necessary amendments. Amendments can also be made throughout the policy period. Certain amendments can only be made by the isure system controller, these include change of contact details and named insured, please contact us on 1800 447 873 or email us here.

Professional Indemnity: What is Retroactive Cover?

Retroactive cover applies solely to Professional Indemnity insurance. Once this class of insurance is arranged, it will cover you for any future claims which may relate back to an occurrence which pre-dates the date on which the insurance policy commenced as far back as the date on which your business started, so long as you keep the policy in force with us. For this type of insurance, cover can only be confirmed after receipt of a declaration, at inception or renewal, that you are not aware of any circumstances which could give rise to a claim.

What if I do not qualify for the scheme; can I still get cover?

If we can't issue the policy to you immediately (e.g. because you have a claims history or you have answered a risk management question that requires further consideration), your online application will be referred to the insurer for further consideration. If your business is still considered to be unsuitable by the insurer, we can refer you to Gallagher who may then be able to offer you terms from the open market. This means Gallagher may offer to find insurance from an alternative insurer on different policy terms. Please note Gallagher and Isure Pty Ltd are related companies.

General Insurance Code of Practice - providing you with better service.

The General Insurance Code of Practice was developed by the Insurance Council of Australia to further raise standards of practice and service across the insurance industry. We keenly support the standards set out in the Code. You can obtain more information on the Code of Practice and how it assists you by contacting us directly on 1800 447 873 or alternatively by visiting the Insurance Council of Australia Limited website. You can download a copy of the General Insurance Code of Practice here.

Reducing my Indemnity Limit?

The ability to pay is a consideration with any purchase. If due to factors such as a decline in income you are considering reducing your Professional Indemnity limit to achieve a premium saving with Professional Indemnity a reduction of the indemnity limit applies retrospectively. Consider your past work and the indemnity limit you agreed to maintain with your clients prior to reducing your limit.

I’m no longer work at or visit my client’s premises, do I need the Combined Liability policy?

You can add this cover mid-term should your circumstances change. This policy is on an “occurrence” bases meaning should a covered claim arise out of past activities it would be made under that year’s policy.

I’m unable to find a suitable “Sub-Profession”?

Send us an email outlining your occupation, likewise if you undertake multiple activities relevant to your profession info@isureonline.com.au to see if we can accommodate your requirements.

How do I complain?

isure Pty Ltd (ABN 48 159 365 947) are committed to providing quality services to our clients. This commitment also extends to giving you easy access to people and processes that can resolve a service issue or complaint. Stage One If you are concerned about the services provided by us, any product we have arranged or how your Personal Information has been handled please address your complaint in writing to: Complaints Manager isure Level 2, 235 St Georges Terrace Perth WA 6000 PO Box 7415, Cloisters Square, WA 6850 Email: customercare@isureonline.com.au Telephone: 1800447873. Within 1 business day, your complaint will be acknowledged and we will provide you with the name and contact details of the person who will be undertaking the review. We will attempt to resolve your complaint within 10 business days of the date of notification of your complaint, provided we have all necessary information and have completed any investigation required. Should we require an extension to review and resolve your complaint, you will be notified and be updated every 10 business days unless we have an agreement in place. If you are dissatisfied with the outcome of the complaint following the initial review or your complaint cannot be reviewed and resolved within 10 business days, this will be escalated to Lloyds Australia (Stage Two). Stage Two Stage Two is managed by Lloyd’s Senior Dispute Resolution Officer who can be contacted as follows: Lloyd’s Australia Limited Suite 1603 Level 16, 1 Macquarie Place, Sydney NSW 2000 Email: idraustralia@lloyds.com Telephone: 02 9223 1433  Lloyds Australia will acknowledge your complaint within 1 business day of it being received, providing you with the name and contact details of the person who will be undertaking the review as well as attempt to resolve the complaint within 10 business days. If this cannot be met, you will be provided an update and further updates every 10 business days. For full details of this process, please refer to the Lloyd’s Complaint Handling Guidelines which can be found on Lloyd’s website at www.lloyds.com A final decision will be provided to you within 30 calendar days of the date on which you first made the complaint unless certain exceptions apply. If your complaint is not resolved to your satisfaction following our complaints process or if we do not resolve your complaint within 30 calendar days of receiving it, you may refer the matter to the Australian Financial Complaints Authority (AFCA). AFCA is an independent body that operate nationally in Australia and aim to resolve disputes between you and your insurer. Australian Financial Complaints Authority GPO Box 3 Melbourne, VIC 3001 Telephone: 1800 931 678 Email: info@afca.org.au Website: www.afca.org.au You can access a full copy of our Complaints and Disputes process here.

Anything Else?

For clarification of any queries not covered above, please advise us by email info@isureonline.com.au providing your telephone & email contact details.

isure is a Gallagher Company – our latest business updates on COVID-19 can be found at www.ajg.com.au