part 3 - Financial Services Guide

This Financial Services Guide (FSG) is designed to assist you in deciding whether to use the financial services QBE can provide to you. It explains the kind of financial services QBE offer.
It also contains general information about who they are, how they and others are remunerated in relation to those services and how you may access their internal and external dispute resolution procedures.

About QBE
QBE Insurance ( Australia ) Limited (QBE Insurance)
ABN 78 003 191 035 AFS Licence Number 239545
GPO Box 82 , Sydney NSW 2001
Phone Toll Free: 1300 791 948 or (02) 9701 6500
Please do not send your application for travel insurance to this address.

About the QBE Distributor
The distributor is authorised by QBE to deal in QBE travel insurance products on their behalf. They can directly issue or vary QBE travel insurance as the distributor in accordance with the QBE underwriting guidelines.
In some cases the distributor may need to arrange for QBE to do this if they are not able to act under the underwriting guidelines.
QBE as the insurer of the product and the distributor as our agent, does not act on your behalf. The employee of the distributor who provided you with this FSG is authorised by the distributor to act on their behalf in providing the services they are authorised to provide for QBE
The distributor and their employees do not have any authority to give you any advice (i.e. recommendation or opinion about the financial product). They can provide you with factual information on the product to help you decide if it is right for you. The choice is yours.

The Distributor's Remuneration
The distributor receives commission from QBE, which is part of the total amount payable by you to QBE for the product. The rate ranges up to 52% and is payable to the distributor by QBE for each policy issued.
Approximately 15% of this commission reimburses the distributor for the expenses they incur in distributing the product for QBE.
The QBE distributors' employees are paid an annual salary and may receive rewards or bonus payments if certain sales targets are achieved. Bonuses are based on sales targets for all activities of their staff, not just those related to financial services.
From time to time they may receive rewards for achieving certain targets or outcomes as determined by QBE which may include sales targets. These rewards could be up to 0.5% of the amount payable received by QBE for all travel insurance sold for the relevant period.
The distributors may charge a fee for additional services provided to you after you have been issued with a policy. This may include but is not limited to alterations and other changes to your policy. The distributor will notify you of any fee at the time you make a request for additional services.

If You Have A Complaint
If you ever have a complaint, you should refer the matter to QBE, using the contact details in the Product Disclosure Statement (PDS).
If you have not been provided with a printed PDS, this information is set out on the internet page from where you viewed the PDS, or included in the email message if the distributor emailed the PDS to you.
QBE have procedures in place to help resolve any issues you may have.
If your complaint is not resolved to your satisfaction, you may request that your complaint be referred to their dispute resolution process. Your complaint will be handled by a person with authority to resolve the matter.
Your complaint should be dealt with within 15 business days unless QBE notify you of the reasons why it cannot be dealt with within that time.
If your complaint remains unresolved to your satisfaction, you can request that it be reviewed by the Financial Ombudsman Service (FOS).
The FOS resolves certain insurance disputes between consumers and insurers and will provide an independent review at no cost to you.
QBE Insurance is bound by the determination of the FOS but the determination is not binding on you.

Contacting Us
If you have any queries, contact the distributor on the address detailed on the back of the PDS, or on the Internet site or emailed with this document.

This FSG was prepared on 17 November 2008

Matters You Need To Know About
Cooling off Period ... If, having purchased the policy, you want to return it, you can do so within 14 days of receiving the Certificate of Insurance and obtain a full refund, provided no right or power has been exercised under it by you (eg no claim has been made) and your trip has not commenced. QBE's Distributor will arrange for a refund of the amount payable within 15 business days of you cancelling your policy. The Cooling Off Period does not apply to policy or trip extensions.
Confirming Transactions ... A Certificate of Insurance must be issued once you have completed your application form and you have paid the appropriate premium. If you want to confirm a transaction, for example whether the Certificate of Insurance has been issued, you may contact us in writing or by phone
General Advice Warning [GAW] ... The advice has been prepared without taking into account the client’s needs, objectives or financial situation. You should read the Product Disclosure Statement [PDS] relating to the product before making any decision about whether to acquire the product. You should be aware that exclusions do apply. For detailed information about the benefits, exclusions, and the process for making a claim please read the full Policy Wording attached to the policy
GETravel Insurance - (ABN 79 083 338 649) is an Authorised Distributor of QBE Insurance (Australia) Limited (ABN 78 003 191 035) AFSL 239545