The details, within reach.

1. Privacy Policies

The regional privacy policies below explain how Clearmatch handles personal information. Anyone with a privacy question can contact our team using the published contact details. New premium funding enquiries should be raised through the business’s insurance or finance broker.

Privacy Policies:

• Australia
• New Zealand

3. Complaints

This information is for existing customers with a concern about their funding arrangement.

At Clearmatch we value the relationship we have forged with each of our clients

We understand that complaints are one way our clients let us know that we have not met their needs or expectations, and that this communication is invaluable in allowing us to focus on improving the way in which we do business with you.

In order to provide confidence to our clients, and also our stakeholders, Clearmatch has adopted a robust complaint management procedure to properly consider and resolve any complaints received.

We believe the procedures adopted by Clearmatch will ensure any customer concerns are dealt with in an efficient and timely manner allowing Clearmatch to provide the highest standard of service to our customers and preserve valued customer relationships.

If you have a complaint, you can use our online form accessed through the link below, or you can contact us in writing or by calling 1300 644 044.

Any written complaint should be addressed to:
The Complaints Officer
Clearmatch
Suite 9.03, Level 9, 25 Bligh Street
Sydney NSW 2000, Australia

or by emailing:
complaints@clearmatch.com

Our process ensures Clearmatch will treat all complaints seriously, and priority will be given to hardship cases.

Our Complaints Officer will work with you and will endeavour to resolve your complaint as quickly as possible, informing you of the outcome and how this was reached within 30 days. If, however, your complaint is complex we will explain to you in writing the reason for the delay and the date on which a decision can reasonably be expected from us.

If you are not satisfied with the outcome provided by the Complaints Officer of Clearmatch, you may refer the matter to Australian Financial Complaints Authority (AFCA) for Australian Residents or to the Financial Services Complaints Limited (FSCL) for New Zealand Residents for resolution.

Australian Financial Complaints Authority (AFCA)

Clearmatch is a member of the Australian Financial Complaints Authority (AFCA).

AFCA is an independent body offering free, accessible and fair complaint resolution to customers unable to resolve their complaints directly with their financial services provider.

Telephone:
1800 931 678 (Free call within Australia)
(9am to 5pm AEST weekdays)

Email:
info@afca.org.au

Write to:
Australian Financial Complaints Authority Limited,
GPO Box 3,
Melbourne VIC
3001

You can also lodge a complaint online via the AFCA website at www.afca.org.au.

AFCA offer both multi-lingual interpreter services and relay services for the hearing impaired, the contact details for these additional services are noted below and on the AFCA website:

Interpreter services:
131 450

National Relay Service:
Voice relay 1300 555 727 (TTY 133 677 & SMS Relay 0423 677 767)

New Zealand Financial Services Complaints Limited (FSCL)

FSCL is an independent financial ombudsman service. We provide free help to consumers with complaints about financial service providers. Our hours are 8.30am – 5pm weekdays.

Phone
0800 347 257
+64 4 472 3725 (international)

Physical address
Financial Services Complaints Limited
Level 4, 101 Lambton Quay
Wellington 6011

Postal address
PO Box 5967
Wellington 6140

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In Australia, Clearmatch is accredited to the AFIA Finance Industry Code of Practice and Schedule 5 — Insurance Premium Funding. The Code applies to Australian consumer and small-business customers and products within its scope. It sets standards for clear information, fair treatment and support when circumstances change.

The APR excludes fees. The Total Cost of Credit and Total Repayment Amount are separate disclosures in the funding proposal.

In New Zealand, Clearmatch is an accredited Code-Compliant member of the Financial Services Federation (FSF). A copy of the Insurance Premium Funders Code can be accessed here.

Here is the link to our Online Submission Form. Customers can also call 1300 644 044 or email complaints@clearmatch.com.

4. Financial Hardship

This information is for existing Clearmatch customers experiencing difficulty meeting their funding repayments.

At Clearmatch, we value our customers and will always go above and beyond to provide the best quality service for their business. As part of this service, Clearmatch offers Financial Hardship assistance to businesses that are experiencing difficulty in meeting their financial obligations.

We understand that every business’s circumstance is different, and the reason a business cannot meet its financial obligations will vary. Our values ensure that we are here to help, and our customers may be eligible for Financial Hardship assistance.

In most cases, Financial Hardship support is only temporary so the earlier Clearmatch is contacted, the quicker suitable support options can be arranged. As Premium Funding allows a customer to spread their insurance premium payments over an extended period, Clearmatch may offer flexibility within the period of cover. Depending on your financial situation, it may not be appropriate to offer flexibility as your financial situation is unlikely to change.

Financial Hardship for businesses may include:

* a sudden loss of income or a substantial reduction in income;
* the impact from natural emergencies such as fire, flood, drought or storm damage
* a major change in circumstances, such as serious illness or the death of key business personnel; or
* another unique situation that has contributed to your financial hardship.

The Clearmatch Commitment

If you are experiencing financial difficulty, Clearmatch will:

* work with you in good faith to understand your circumstances, with a view to assist you to meet your financial obligations;
* be courteous, honest and respectful;
* genuinely consider the request or application
* be clear and transparent with the available and most appropriate support options;
* communicate in a timely and proactive manner; and
* act lawfully and in confidence at all times.

To assess the financial Hardship application, we will need to understand your financial situation. We may request additional information in order to adequately assess your financial hardship and impact on your business.

One of our qualified staff members will acknowledge receipt of your request within 3 business, with the outcome of your Financial Hardship application to advised within 10 business days of receipt of all requested information.

To discuss Financial Hardship with one of our dedicated team members, please contact 1300 644 044 or email premiumfunding@clearmatch.com. Further assistance is also available by calling the National Debt Helpline on 1800 007 007, which is a free and independent financial counselling service.

Here is the link to our Online Submission Form.

AFIA information for existing customers

These unmodified AFIA customer videos explain how to start a conversation about financial difficulty and what support to ask for. Clearmatch’s support team can discuss an existing funding arrangement.

• AFIA: You’re not alone
• AFIA: What support should I ask for?