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B Ok Insurance Solutions

Complaints Procedure

Last updated: 3 April 2026

Our Commitment to You

At B Ok Insurance Solutions, we are committed to providing excellent service to all our clients. However, we understand that sometimes things may not go as planned. If you have a complaint or concern about our services, we want to hear from you and resolve the matter promptly and fairly.

How to Make a Complaint

If you wish to make a complaint, please contact us using any of the following methods:

  • Phone: 0490 096 339
  • Email: Via our contact form
  • Mail: 21 Crombie Ave, Bundall QLD 4217
  • In Person: Visit our office during business hours (Monday-Friday: 8:30am – 5:00pm)

What to Include in Your Complaint

To help us resolve your complaint quickly and effectively, please provide:

  • Your name and contact details
  • Your policy number or client reference (if applicable)
  • A clear description of your complaint
  • What outcome you are seeking
  • Any relevant documentation or evidence

Our Complaints Handling Process

Step 1: Acknowledgment

We will acknowledge receipt of your complaint within 1 business day (or as soon as practicable) and provide you with the name of the person handling your complaint.

Step 2: Investigation

We will investigate your complaint thoroughly and may contact you to gather additional information if required. We aim to resolve most complaints within 10 business days.

Step 3: Resolution

Once we have completed our investigation, we will provide you with our decision and the reasons for it. If we can resolve your complaint to your satisfaction, we will confirm this in writing.

Step 4: Final Response

If your complaint requires further investigation, we will keep you informed of our progress and provide you with a final response within 30 days of receiving your complaint.

If You're Not Satisfied

If you are not satisfied with our response or the outcome of your complaint, you may escalate your complaint to our licensee:

Ausure Pty Ltd

External Dispute Resolution

If your complaint is still not resolved to your satisfaction, you can refer your complaint to the Australian Financial Complaints Authority (AFCA):

Australian Financial Complaints Authority (AFCA)

  • Phone: 1800 931 678
  • Email: info@afca.org.au
  • Website: www.afca.org.au
  • Mail: GPO Box 3, Melbourne VIC 3001

Note: AFCA provides fair and independent financial services complaint resolution that is free to consumers.

Your Rights

Making a complaint will not affect your existing insurance policies or our ongoing relationship with you. We are committed to treating all complaints seriously and handling them with confidentiality and fairness.

Need Help?

If you have any questions about our complaints procedure or need assistance making a complaint, please don't hesitate to contact us on 0490 096 339 during business hours.