Need insurance? Insurance Financial Services Guide

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1 Need insurance? Insurance Financial Services Guide 15 November 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 Bank of Melbourne. 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 Bank of Melbourne 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 Bank of Melbourne 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 Bank of Melbourne is to be read as a reference to Westpac, as appropriate.

3 Need insurance? Well, we re here to help. Bank of Melbourne 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. Just use this guide to get an idea of what s right for you and check the relevant PDS for full details. If you d like to know more, we ll be happy to answer your questions or help you apply. What s inside For the things you own Home and contents... 2 Investment property... 3 Car, caravan and boat... 3 Farm... 4 Business...5 For you and the people you love Home loan protection... 6 Life and income protection... 6 Credit card and loan protection...7 Travel insurance...7 More information about our insurance services...8 1

4 For the things you own Insurance is a way of backing up all the hard work you ve done in your life. So even if you lose some of your precious possessions, you won t have to start all over again. Your home and contents You d never want to lose your home or the precious things in it. But if a disaster of any size does come along, you can trust Bank of Melbourne Home and Contents Insurance to help you start getting things back the way you like them. Choose from 3 levels of cover, all with: Cover for storms, floods, fire, theft and more Extra cover for emergency costs like accommodation and a safety net in case the eventual repair or replacement costs are a bit more than expected Add optional extra cover for your valuables at home, as well as elsewhere even overseas for up to 90 days Pay by the month without paying extra fees Save with multi-policy discounts*, a no claims history, a higher claim excess, home security features, discounts for over-50s, and more *for covering both home and contents. The insurer is Westpac General Insurance Limited. Ask us for the PDS to see if Bank of Melbourne Home and Contents is right for you. 2

5 Your investment property Landlord Insurance is important protection for your investment property and the future security it represents. So why take any chances? Choose between 2 levels of cover, both with: Cover for storms, floods, fire, theft and more Valuable extras for emergencies, including a safety net in case any repair or rebuilding costs are more than you expected Add optional extra cover for things like tenants maliciously causing damage or defaulting on their rent Pay by the month, without paying extra fees Save on premiums with multi-policy discounts*, a no claims history, a higher claim excess, security features and more *for covering both building and contents. The insurer is Westpac General Insurance Limited. Ask us for the PDS to see if Bank of Melbourne Landlord Insurance is right for you. All with 24/7 claims support. Your car and more Your wheels could be your passion, your runabout, your freedom Whatever it is for you, Protect Motor Vehicle Insurance can help you stay on the road. Choose comprehensive cover for your car, motorcycle, trailer or horse float, with options to reduce your car premium when you: Nominate up to 2 drivers aged 25 or over Nominate up to 2 drivers aged 25 or over, and driving less than 10,000kms a year Or, choose from more limited cover options for your car, to just cover yourself against fire damage, theft, and/or the cost of damage caused to other people s vehicles or property Comprehensive cover includes new car replacement, if yours is written off when it s less than 3 years old* Pay by the month, without paying extra Save up to 60% off your premium with a no claim bonus *kilometre restrictions apply. The insurer is CGU Insurance Limited ABN AFSL (CGU Insurance). Ask us for the PDS to see if Protect Motor Vehicle Insurance is right for you. 3

6 Your caravan Wherever you park your caravan, you can sleep easier every night with this Australia-wide cover. Comprehensive cover for loss or damage including accidental damage, fire or theft Liability cover of up to $30 million New caravan replacement if yours is written off when it s less than 1 year old Pay by the month, without paying extra The insurer is CGU Insurance. Call us on and we ll refer you to CGU for the PDS to see if Caravan Insurance is right for you. Your boat Boating mishaps don t always happen at sea so Boat Insurance will cover yours from inland highways to way offshore with: Comprehensive cover for accidental damage, fire or theft on land, in transit, or afloat within 200 nautical miles of Australia s coastline Option to insure for the market value or an agreed amount Up to 30% off your premium with a no claim bonus The insurer is CGU Insurance. Call us on and we ll refer you to CGU for the PDS to see if Boat Insurance is right for you. Your farm Farm Insurance can help you protect your farm property, machinery, livestock, crops, liability and more. And even if you re not a full-time primary producer, we can still arrange cover for your leisure or hobby farm. Choose from 10 types of cover to create a tailored insurance package for your farm. Your package might include anything from your farm buildings to working dogs, to lost productivity if machinery breaks down. Or just choose specialised policies farm motor insurance or livestock insurance The insurer is CGU Insurance. Call us on and we ll refer you to CGU for a PDS to see if Farm Insurance is right for you. 4

7 Your business Running a business can be hard but losing it would be a lot harder. So put this great range of insurance options to work on protecting what you ve worked hard to build. There s cover for your business assets, overheads, operations and people. Business insurance You can choose a pre-designed package to insure your business for a wide range of events there are packages especially for small businesses, retailers, professionals, tradespeople and more. Or customise your own cover options include: Fire and other damage to your premises Equipment loss, damage and theft Liability Personal accident and illness cover for you and your team Business overheads You can also insure certain business expenses, so if you weren t able to work in the business because of an injury or illness, the bills can still get paid. The insurer of Business Insurance is AII Limited (trading as GIO General). The insurer of Business Overheads (a BT Protection Plans cover option) is Westpac Life Insurance Services Limited. Call us on for the relevant PDS to see if they re right for you. 5

8 For the people you love You re actually a Very Important Person. The people who count on you being in their lives, also count on you protecting their lifestyle. So it s worth having some backup to help provide financial security for years to come. Home loan protection Your home is almost certainly your biggest purchase, your most valuable possession and your biggest financial commitment. So as well as having Home and Contents Insurance, it makes sense to protect your most important asset you and your ability to make your home loan repayments. So if something happens to you, the family home can stay in the family. Bank of Melbourne Home Loan Protection has been designed so you can: Receive a lump sum if you re diagnosed with a terminal illness or a covered medical condition, or if you die. Receive a monthly amount if you can t work due to injury, illness or involuntary unemployment. Pay your premium monthly, or as a single amount that s added into your home loan. The insurer is St.George Life Limited. Ask us for the PDS to see if Bank of Melbourne Home Loan Protection is right for you. Life and income protection Different types of life insurance give you a powerful way of protecting your lifestyle and your loved ones if they should ever lose you or your ability to provide for them. With BT Protection Plans, your options include cover that provides: Lump sum payments for death so your spouse or children can take care of debts like the mortgage or your credit cards, or otherwise provide for their quality of life if you pass away. Lump sum payments in case of illness or injury giving your family a vital replacement income stream if you re ever left totally and permanently unable to work, or even helping to pay for home modifications such as accessibility improvements. Ongoing monthly payments if you re sick or injured and can t work to help you keep up your household income, if you happen to lose your ability to earn money for an extended period. Special cover options for medical professionals and children. The issuer is Westpac Life Insurance Services Limited, except for Term Life as Superannuation and Income Protection as Superannuation, where the issuer is Westpac Securities Administration Limited as trustee for the Westpac Master Trust. Ask us for the PDS to see if a BT Protection Plan is right for you. Ask a financial planner for advice on the BT Protection Plan that s right for you and your family. 6

9 Credit card and loan protection Whether you re planning a major purchase or a whole lot of little ones, it s worth taking a moment to think how you and your family would cope with the repayments if you became unemployed, injured or worse. Bank of Melbourne Credit Card Protect, Personal Credit Protect and Get Set Protect can: Help you meet your minimum loan or credit card repayment obligations if you are unable to work due to sickness, accident or involuntary unemployment. Repay your loan or credit card balance if you pass away, up to a maximum of $50,000. The premium for Credit Card Protect comes directly out of your credit card account each month, and is based on your monthly closing balance. The premium for Personal Credit Protect and Get Set Protect is a once-only cost, added to your loan amount. The insurers are St.George Life Limited and Swann Insurance (Aust) Pty Ltd ABN AFSL (Swann Insurance). Ask us for a PDS to see if Credit Card Protect, Personal Credit Protect or Get Set Protect is right for you. Arrange travel insurance as soon as you book your trip, to help make sure you ll be covered if you unexpectedly need to cancel or reschedule. Travel Insurance When you re planning a trip, it s impossible to plan every detail to make sure things go smoothly. What you can do, however, is make sure you ve got help to tackle any unexpected adventures with Protect Travel Insurance. Choose cover for yourself or two adults, with dependent children included at no extra cost Cover for overseas medical or dental expenses Cover in case your travel is delayed, cancelled or rescheduled Cover in case luggage and personal items are damaged, lost or stolen or if travel documents are stolen Worldwide emergency assistance, 24/7 The insurer is CGU Insurance. Ask us for a PDS to see if Protect Travel Insurance is right for you. 7

10 More information about our insurance services The things you should know The general and life insurance products outlined in this guide may be issued by related companies in the Westpac Group, or by other companies (the insurer ). Bank of Melbourne is authorised to provide you with financial product advice about these products. Depending on the specific insurance product, Bank of Melbourne can: Arrange for the issue, change or cancellation of the products on behalf of the insurer Issue the products on behalf of the insurer If necessary, refer you to the insurers for further information and assistance. When we give financial product 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 below for details of our authority to issue policies on behalf of insurers. We reserve the right to reject any application. Our remuneration and other benefits Bank of Melbourne and other 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 Insurer Westpac General Insurance Limited (WGIL) Can we issue policies on behalf of the insurer? Yes Commission payable to us (as a percentage of premium unless otherwise stated) Motor Vehicle CGU Insurance Limited No 10% Caravan, Boat CGU Insurance Limited No 10% Business AAI Limited No 10% Farm CGU Insurance Limited No 10% Home Loan Protection St.George Life Limited Yes Up to 20% Life Credit card and loan protection Westpac Life Insurance Services Limited and, as issuer, Westpac Securities Administration Limited as trustee for the Westpac Master Trust St.George Life Limited and Swann Insurance (Aust) Pty Ltd Yes Nil* First Year: Up to 110%, Subsequent Years: Up to 30% Yes Up to 20% Travel CGU Insurance Limited No Up to 40% * However, WGIL pays Westpac General Insurance Services Limited (WGIS) up to 12.5% of the premium as commission in the first year and on renewal. For example: 1. Your yearly car insurance policy premium is $600 before government charges. We may receive commission of $60, plus GST. 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) to support insurance products issued by other companies. The fees we pay to referrers If you re referred to us for insurance (by a person or a company), Bank of Melbourne 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. If the referrer is not acting on behalf of Westpac, the fee will be disclosed to you at the time of the referral. 8

11 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 Bank of Melbourne 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, Westpac General Insurance Services Limited and Westpac Securities Administration Limited are subsidiaries of Westpac Banking Corporation. Neither Bank of Melbourne 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 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 at bankofmelbourne.com.au or by calling 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. 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 Bank of Melbourne person you first spoke to (your Financial Adviser, for example). Alternatively, you can call the Bank of Melbourne Customer 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. Bank of Melbourne Customer Relations Phone: 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) Mail: GPO Box 3, Melbourne, VIC 3001 Phone: Toll Free: Fax: Internet: 9

12 To find out more, or apply for cover: Ask us today. Call us on bankofmelbourne.com.au Bank of Melbourne A Division of Westpac Banking Corporation ABN AFSL BOM /13

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