Client Support
We're here to help.
Everything you need if something isn't working, you need extra support, or you'd like more information about how KIB Group operates.
Complaints & Dispute Resolution
If you're not satisfied with our service, please contact our Complaints Officer by phone, email, mail or in person. We'll acknowledge your complaint and work with you directly to understand and resolve the issue.
insurance@kib.net.au · 03 9379 4555
KIB Group is a member of the Australian Financial Complaints Authority (AFCA), a free and independent external dispute resolution service. If you're not satisfied with the outcome of your complaint, or it remains unresolved, you can refer the matter to AFCA.
Insurance Brokers Code of Practice
KIB Group follows the Insurance Brokers Code of Practice.
The Code sets out the standards of good practice we commit to when dealing with you — including how we communicate, act in your interests, and handle your information. It's independently administered to help make sure brokers deliver on those commitments.
View the CodeAdditional Support & Financial Hardship
We understand that circumstances change, and that some clients may need extra support — whether that's due to vulnerability, communication difficulties, financial hardship, or another personal circumstance.
If this applies to you, please contact your broker directly to discuss your situation. We'll listen, treat your circumstances with respect and confidentiality, and talk through what assistance may be available to you.
insurance@kib.net.auClaims Support
If you need to lodge a claim, or need help managing one that's already underway, our claims team is ready to guide you through it.
Financial Services Guide
Our Financial Services Guide (FSG) explains the services we offer, how we and our associates are paid, and what to do if you have a complaint. Please read it before engaging our services.
View Financial Services Guide
