Insurance Financial Services Guide

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1 Insurance Financial Services Guide Effective Date: 21 September 2013

2 About this guide. This is a Financial Services Guide (FSG) to help you decide whether to use any of the insurance services offered by BankSA. 1 It contains information about: who we are and how to contact us the insurance services and products we can offer you any remuneration, commissions or other benefits that may be paid to BankSA or other relevant persons how our internal and external dispute resolution procedures work and how you can access them. Some other documents you might get from us. Product Disclosure Statement (PDS). Whenever we provide advice about an insurance product which takes your specific needs, objectives or financial situation into account (personal advice), or offer, issue, or arrange insurance, we ll usually give you the relevant PDS. The PDS includes information to help you make an informed decision about whether to purchase the insurance, including what s covered and when, and the benefits payable. Statement of Advice. If we provide personal advice about life insurance, we ll also give you a Statement of Advice (SOA). The SOA will clearly set out the advice, including the information on which that advice is based, to help you make an informed decision about whether to purchase life insurance. 1 BankSA A Division of Westpac Banking Corporation ABN AFSL Westpac is responsible for the provision of the services described in this FSG so any reference to we, our, us or BankSA is to be read as a reference to Westpac, as appropriate. 2

3 We ve got you covered. Need insurance? Well, we re here to help. BankSA offers a wide range of insurance services to help you protect the people and things you care about from your house to your car to your family s lifestyle. For the things you own. Home and contents Investment property Car, caravan and boat Business Farm For you and the people you love. Home loan protection Life and income protection Credit card and Travel insurance loan protection If you d like to know more, we ll be happy to answer your questions or help you apply. You can also check the relevant PDSs for full details. More information about our insurance services. The things you should know. The general and life insurance products we can help you with may be issued by related companies in the Westpac Group, or by other companies (the insurer ). BankSA is authorised to: Provide you with financial advice about these products Arrange for the issue, change or cancellation of general and life insurance products on behalf of the insurer Issue general and life insurance products on behalf of the insurer If necessary, refer you to the insurer for further information and assistance. When we give financial advice, we act on our own behalf. When we arrange for the issue, change or cancellation of an insurance product, we act on behalf of the insurer. When we issue an insurance policy, we are acting under a binder. A binder allows us to issue a policy on the insurer s behalf. See the table on the following page for details of our authority to issue policies on behalf of insurers. We reserve the right to reject any application. 3

4 Our remuneration and other benefits. BankSA and related companies in the Westpac Group may receive the following upfront and ongoing fees when you buy insurance through us. Insurance type Home and Contents, Landlord Motor Vehicle Caravan Boat Commercial Farm Home Loan Protection Life Credit card and loan protection Insurer Westpac General Insurance Limited Can we issue policies on behalf of the insurer? Commission (as a percentage of premium) First Year: Up to 100%, Subsequent Years (i.e. on renewal): Up to 20% CGU Insurance Limited 10% CGU Insurance Limited AAI Limited trading as CIL Insurance CGU Insurance Limited Allianz Australia Insurance Limited trading as Club Marine AAI Limited trading as Vero Insurance CGU Insurance Limited National Transport Insurance, a joint venture between CGU Insurance Limited and AAI Limited, managed by NTI Limited ABN AFSL QBE Insurance (Australia) Limited Zurich Australian Insurance Limited CGU Insurance Limited QBE Insurance (Australia) Limited 10% 10% 10% 15% Up to 22.5% Up to 23.5% Up to 15% Up to 22.5% Up to 20% Up to 23.5% Up to 15% St.George Life Limited Up to 20% Westpac Life Insurance Services Limited and Westpac Securities Administration Limited as trustee for the Westpac Master Trust St.George Life Limited and Swann Insurance (Aust) Pty Ltd First Year: Up to 110% Subsequent Years: Up to 30% Up to 20% Travel CGU Insurance Limited Up to 40% For example: 1. Your yearly home and contents insurance policy premium is $580 before government charges. We may receive commission of up to $580 in the first year and up to $116 in subsequent years on renewal. 2. Your yearly car insurance policy premium is $600 before government charges. We may receive commission of $60, plus GST. 4

5 We maintain a register that outlines the material alternative forms of remuneration that we receive from providers of some of the products that are available through us. The register is publicly available and you can obtain a copy by contacting us on We may also receive a marketing allowance of up to 1.5% of all premiums (excluding commission) from CGU Insurance. The fees we pay to referrers. If you re referred to us for insurance (by a person or a company), BankSA or other companies in the Westpac Group may pay a fee to the referrer. This may be up to 100% of our fees (where the referral is made within the Westpac Group), a percentage of the total amount invested or paid through the referral, or a flat fee. The amounts we pay to our staff. All our staff receive a salary and may also be eligible for monetary and non-monetary incentives, promotions, competitions and rewards based on the number and value of the insurance products they sell. If we give you personal advice about insurance, we ll also tell you about the remuneration or benefits to be received either at the time or as soon as practicable afterwards. If we can t calculate the remuneration or other benefits when we give you personal advice, we ll tell you how they re going to be calculated at the time or as soon as practicable afterwards. The Westpac Group. BankSA is a division of Westpac Banking Corporation ABN AFSL which is part of the Westpac Group of companies. Westpac General Insurance Limited, St.George Life Limited, Westpac Life Insurance Services Limited and Westpac Securities Administration Limited are subsidiaries of Westpac Banking Corporation. Neither BankSA Bank nor any other member of the Westpac Group (other than the relevant insurer) guarantees the insurance described in this guide. We are regulated by the Australian Prudential Regulation Authority (APRA). As an APRA regulated entity, we are 5

6 exempt from the compensation requirements in the Corporations Act. We nonetheless hold professional indemnity insurance, which provides cover for claims that relate to the financial services that we and our representatives provide, including claims that may arise after their employment with us has ceased for conduct while they were employed. Privacy. We collect personal information from you so that we can provide advice, recommend, issue or arrange for the issue of insurance for you and administer any insurance products issued. We may also use your information to comply with legislative or regulatory requirements in any jurisdiction, prevent fraud, crime or other activity that may cause harm in relation to our services, and help us run our business. If you do not provide all the information we request, we may not be able to arrange insurance for you or properly administer any insurance products issued. We may disclose your personal information to other members of the Westpac Group, anyone we engage to do something on our behalf (including external service providers located in India), other organisations that assist us with our business, and external insurers. Our privacy policy is available by calling or at banksa.com.au. It covers: how you can access the personal information we hold about you and ask for it to be corrected; how you may make a complaint about a breach of the Privacy Act 1988 (Cth), or a registered privacy code, and how we will deal with your complaint; and how we collect, hold, use and disclose your personal information in more detail. We may update our privacy policy from time to time. 6

7 If you have a complaint. Making sure you get great service is one of the most important things we do. So if you have a complaint, we d like you to contact us straight away. We welcome the opportunity to fix any problems. 1. Talk to us. We re here to help you. So if you have a concern or complaint, please talk to the staff at your local branch, the BankSA person you first spoke to (your Financial Adviser, for example). Alternatively, you can call the BankSA Insurance Contact Centre on We may need to refer to you to the relevant insurer. 2. Tell our Customer Relations Team. If our staff can t resolve your concern or complaint, you should call our dedicated Customer Relations Team. They re there to help you find a solution to any issue by looking into it in full. BankSA Customer Relations. Phone: Fax: (08) Mail: Customer Relations Department GPO Box 399, Adelaide SA Financial Services Dispute Resolution Schemes. If our best efforts still don t satisfy you, you can contact an independent dispute resolution service, such as: The Financial Ombudsman Service (FOS). GPO Box 3, Melbourne, VIC 3001 Phone: Toll Free: Fax: Internet: 7

8 To find out more, or apply for cover: Ask us today banksa.com.au/insurance BankSA - A Division of Westpac Banking Corporation ABN AFSL and Australian credit licence BSA05483 (21/09/13)

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