FAQs

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 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?

Insurance is arranged with Certain Underwriters at Lloyd's. iSure is a no advice platform. 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 here and if you decide that it meets your insurance needs, and you are satisfied with the Terms of Business you can apply for cover and request a quote.

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 with renewal details based on the information you have previously provided us. 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 4 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 cancel or vary the terms of cover?

This policy may be cancelled by you at any time by giving written notice to us. In such case, if no claim has been made or occurrence or circumstance or other matter triggering coverage under the policy has been notified prior to such cancellation we will be entitled to retain the premium for the period during which the policy has been in force and you shall be entitled to a refund of the unexpired premium.

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.

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

The Insurance Council of Australia Limited has developed the General Insurance Code of Practice ("the Code"), which is a voluntary self-regulatory code. The Code aims to raise the standards of practice and service in the insurance industry.

Lloyd's has adopted the Code on terms agreed with the Insurance Council of Australia.

The Code Governance Committee (CGC) is an independent body that monitors and enforces insurers' compliance with the Code. For more information on the Code Governance Committee (CGC) go to www.codeofpractice.com.au

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.

How do I complain?

If you have any concerns or wish to make a complaint in relation to this policy, our services or your insurance claim, please let us know and we will attempt to resolve your concerns in accordance with our Internal Dispute Resolution procedure. Please contact Arthur J. Gallagher & Co (Aus) Limited t/as iSure in the first instance:

The Compliance Manager
Arthur J. Gallagher & Co (Aus) Limited t/as iSure
complaints@ajg.com.au
02 9424 1700
Level 16, 100 Arthur Street, North Sydney, NSW 2060, Australia

We will acknowledge receipt of your complaint and do our utmost to resolve the complaint to your satisfaction within 10 business days.

If we cannot resolve your complaint to your satisfaction, we will escalate your matter to Lloyd's Australia who will determine whether it will be reviewed by their office or the Lloyd's UK Complaints team. Lloyd's contact details are:

Lloyd's Australia Limited
Email: idraustralia@lloyds.com
Telephone: (02) 8298 0783
Post: Suite 1603 Level 16, 1 Macquarie Place, Sydney NSW 2000

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.

You may refer your complaint to the Australian Financial Complaints Authority (AFCA), if your complaint is not resolved to your satisfaction within 30 calendar days of the date on which you first made the complaint or at any time. AFCA can be contacted as follows:

Telephone: 1800 931 678
Email: info@afca.org.au
Post: GPO Box 3 Melbourne VIC 3001
Website: www.afca.org.au

Your complaint must be referred to AFCA within 2 years of the final decision, unless AFCA considers special circumstances apply. If your complaint is not eligible for consideration by AFCA, you may be referred to the Financial Ombudsman Service (UK) or you can seek independent legal advice. You can also access any other external dispute resolution or other options that may be available to you.

The Underwriters accepting this Insurance agree that:

(i) if a dispute arises under this Insurance, this Insurance will be subject to Australian law and practice and the Underwriters will submit to the jurisdiction of any competent Court in the Commonwealth of Australia;

(ii) any summons notice or process to be served upon the Underwriters may be served upon:

Lloyd's Underwriters' General Representative in Australia
Suite 1603
Level 16
1 Macquarie Place
Sydney NSW 2000

who has authority to accept service on the Underwriters' behalf;

(iii) if a suit is instituted against any of the Underwriters, all Underwriters participating in this Insurance will abide by the final decision of such Court or any competent Appellate Court.

What happens to my personal information?

We are committed to protecting your personal and sensitive information (together referred to as Personal Information) in accordance with the Privacy Act 1988 (Cth), which includes the Australian Privacy Principles. For full details about how we may collect, hold, use and disclose Personal Information, please see our Privacy Policy .

How do I make a claim?

Should a claim occur, rest assured we are here to help you.

In order to make a claim arising under this Insurance, notice should be given as soon as practicable to:

Proclaim Management Solutions Pty. Ltd
271 Collins Street
Melbourne, VIC 3000
Email: claims@proclaim.com.au

The definition of a claim is:

Any written or verbal notice of demand for compensation made by a third party against you;
Any writ, statement of claim, claim form, summons, application or other originating legal or arbitral process, cross-claim, counterclaim or third or similar party notice served upon you;
Any notice of intention, whether orally or in writing, to commence legal proceedings against you.

Our financial hardship policy can be accessed here.

Can I just purchase the Combined Public & Products Liability?

No, this policy can only be purchased in conjunction with Professional Indemnity. We do not offer the Combined Liability as a standalone policy.

Does my policy need to start immediately?

No, you can purchase up to 30 days in advance.

When do I receive confirmation cover is in place?

Once paid you will instantly receive a "welcome to iSure" email containing your invoice, certificate of currency and policy document. Please check your junk email if not instantly received in your in box. If an error has occurred when you input your email address an "undelivered mail return to sender" will alert us there is an issue with the email address and we will contact you.

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