Financial Services Guide

This Financial Services Guide is an important document. As an Australian Financial Services Licensee, Claimo Pty Ltd ACN 640 170 976 (Claimo) is required to provide this document to you. You should read it carefully. It should assist you in understanding our services and processes.

This document is effective 1 January 2022. It has been prepared and issued by Claimo.

Contact Details

Company Name: Claimo Pty Ltd (ACN 640 170 976)

Address: Suite 69, 26-32 Pirrama Road, Pyrmont NSW 2009

Phone Number: 1300 879 071

Email: hello@claimo.com.au

Australian Financial Services License Number: 530895

You can find further information about our products and people on our website at www.claimo.com.au.

Financial Services we provide

Under its Australian Financial Services License, Claimo is authorised to provide claims handling and settling services including:

  • reviewing your financial policies, advice you may have received and your personal circumstances to determine whether you have been mis-sold a product or service and whether a refund claim is viable;
  • preparing and lodging claims with relevant financial institutions in circumstances where we believe you are entitled to a refund of premiums and or interest previously paid;
  • liaising with financial institutions and other relevant parties regarding the progress of your claim;
  • helping to resolve your claim and liaising with any related bodies; and
  • where necessary, escalating your claim to an independent review body such as the Australian Financial Complaints Authority.

Claimo is not an insurance broker, representative or agent of a financial institution. Claimo does not provide financial or legal advice.

Claimo Authority

In order to engage Claimo to act on your behalf, you must acknowledge receipt of our standard terms and conditions and sign a letter of authority that allows us to liaise with a financial institution and any other relevant bodies on your behalf in respect of a financial product you have held. You can continue to instruct us by telephone or email.

Claimo Remuneration

Claimo operates on a no win, no fee basis. Claimo’s remuneration for its services is limited to 20% (plus GST) of any refund received on behalf of a client from a financial institution in respect of a claim lodged and or handled by Claimo. In the event that Claimo manages a complaint on your behalf and you receive a financial settlement from the relevant financial institution, Claimo will be entitled to receive 20% of the amount of the financial settlement plus GST. For example, if you receive a refund of $5,000, Claimo’s fee will be $1,000 plus $100 GST, or $1,100 inclusive of GST. If you do not receive a refund in respect of your claim, you are not liable to pay Claimo anything nor is Claimo entitled to receive payment from any other party in respect of your claim.

Conflicts of Interest and Related Parties

Claimo is a privately owned, independent, Australian company. We proudly consider ourselves to be a consumer advocate that is independent of the financial institutions from which our clients seek redress. In the unlikely event of an unforeseen conflict of interest, real or potential, Claimo will immediately notify all relevant parties and work towards a mutually acceptable resolution.

Complaint Resolution

Claimo prides itself on providing a high-quality service and acting in a fair and equitable manner in its dealings with customers, financial institutions and other bodies. Claimo is always conscious of its legal, regulatory and moral obligations.

In the event that you are not happy in your dealings with Claimo, you are entitled to lodge a written complaint with us detailing your concerns. We will acknowledge your complaint within 5 business days and seek to resolve your complaint within 30 days. We will investigate your complaint and respond in writing with our proposed resolution.

In the event that you find our proposed resolution unacceptable, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA) or the Australian Securities and Investments Commission (ASIC). Details below.

Australian Financial Complaints Authority

GPO Box 3, Melbourne VIC 3001

Telephone: 1800 931 678

Email: info@afca.org.au

Time limits may apply to complain to AFCA and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.

Privacy

Claim is committed to protecting your privacy and in particular any private information that you have provided to us or that we have obtained in the course of acting on your behalf. For more information regarding our Privacy Policy, please click on this link.