Terms & Conditions

1. Customer Service Options

2. Broker Appointment

1.1 By engaging us, you appoint National Cover as your insurance broker to act on your behalf in arranging, advising on, varying, renewing and/or cancelling general insurance policies, communicating with insurers, and assisting with claims and related correspondence.

1.2 You authorise us to request and receive information reasonably required from insurers, underwriters and third parties relating to your insurances and claims history, and to disclose information to those parties for the purpose of providing the services.

1.3 This appointment supersedes any prior appointment of another intermediary in respect of the services described herein to the extent permitted by law and your policy terms.

1.4 The appointment may be evidenced by a letter or digital record of appointment and may be relied upon by insurers and third parties.

3. Claims Handling

2.1 We will provide reasonable assistance with notification, lodgement and management of claims under policies we have arranged for you, including liaising with insurers, providing guidance on required documentation, and communicating decisions.

2.2 Our role in claims is as your representative; however, claims decisions are made by the insurer in accordance with the policy terms and applicable law. Time limits, disclosure obligations and policy conditions remain your responsibility.

2.4 Where permitted, we may escalate or seek an internal review with the insurer and advise you of external dispute options (see Section 5 and Section 6).

4. Refunds & Premium Funding

3.1 Any return premium following mid-term cancellation or adjustment is subject to the insurer’s short-term rates, minimum premiums and fees. Our remuneration may include commission from insurers based on the original premium and may be retained in whole or in part where permitted by law. Any brokerage or service fees notified to you are generally not refundable unless required by law.

3.2 If premium funding is in place, refunds are typically applied first to discharge any outstanding funding balance; any residual amount is then remitted as applicable.

3.3 We may arrange premium funding to enable periodic (e.g., monthly) payments of annual premiums. A separate funding agreement (with its own terms, fees, and privacy notices) is entered into with the funder. If you default under the funding agreement, the funder may have rights including (without limitation) to cancel the funded policy and recover any shortfall.

3.4 Where monthly payments are facilitated via third-party premium funding providers for eligible customers, operational FAQs and process information are provided for transparency.

3.5 Your relationship for broking services remains with us; funding providers operate as third-party financiers. You should review the funder’s documentation before proceeding and keep your payment details up to date to avoid policy cancellation.

5. General Advice Warning

4.2 Our Financial Services Guide (FSG) and Privacy Policy are available on request or via our website.

6. Dispute Resolution & Jurisdiction (NSW)

5.1 We maintain an Internal Dispute Resolution (IDR) process. If you are dissatisfied with our service, please contact us in writing with details of your concern. We will acknowledge and attempt to resolve your complaint promptly in accordance with our IDR policy.

5.2 If you are not satisfied with the outcome, you may be eligible to escalate to the Australian Financial Complaints Authority (AFCA) (see Section 6).

5.3 These Terms and any non-contractual obligations are governed by the laws of New South Wales, Australia. You irrevocably submit to the exclusive jurisdiction of the courts of New South Wales and courts competent to hear appeals from them.

7. AFCA Complaints & AFCA Membership via Shanebridge Pty Ltd

6.1 Shanebridge Pty Ltd (AFSL 245566) maintains membership with AFCA. As National Cover is an Authorised Representative of Shanebridge, eligible complainants may lodge a complaint with AFCA after completing our IDR process. AFCA provides fair and independent financial services complaint resolution at no charge to complainants.

6.2 Details of how to access AFCA and our IDR process are available in our FSG or upon request.

8. Other Common Terms

We may receive commissions from insurers and/or fees from you for services rendered. Full details are disclosed in our FSG and/or correspondence prior to or at the time of providing the service.

You must provide complete and accurate information and promptly advise of any changes. Non-disclosure or misrepresentation may affect policy acceptance, coverage, pricing or claims.

You are responsible for reviewing policy documents to ensure they accurately reflect the cover requested and that coverage meets your needs. Notify us promptly of any errors or required amendments.

To the extent permitted by law, our liability is limited to supplying the services again, paying the cost of having the services supplied again, or any applicable statutory minimum. Nothing in these Terms excludes liability which cannot be excluded under the Australian Consumer Law.

We handle personal information in accordance with our Privacy Policy. By engaging us you consent to the collection, use and disclosure of personal information for the purposes of arranging insurance, providing services, and complying with legal obligations.

You consent to receive documents and communications electronically unless you opt out.

9. Definitions