Financial Services Guide

About this Financial Services Guide (FSG)

This FSG contains information about our services and charges, your rights as a client and other matters including how we deal with complaints. The FSG sets out information designed to assist you to decide whether you wish to use any of our services. The FSG contains only general information on the services offered.

If you obtain personal advice, that is advice that takes into account Your particular circumstances and needs, you will also receive a Statement of Advice (SOA), which sets out the personal advice given to you, including any recommendations about a particular financial product, as well as the basis on which those recommendations are made.

If you acquire a product, you will receive a PDS, which contains information about the particular product to enable You to make an informed decision before You acquire the product, including how We handle Your privacy and deal with any complaints.

About MHIA

MHIA is authorised to advise and deal in general insurance to retail and wholesale clients.

MHIA is an insurance underwriting agent and when MHIA provides its services it acts on behalf of the Insurer, not on your behalf.  When MHIA acts on behalf of Certain Underwriters at Lloyd’s MHIA is referred to as a ‘Coverholder’.

MHIA will only provide you with advice on its products. MHIA gives general advice only. This means that the advice will not take into account your objectives, financial situation or needs. Because of this, you should, before taking any action to acquire this financial product, consider whether it is appropriate having regard to Your own objectives, financial situation and needs.

You should read the PDS and consider it before making any decision about whether to acquire this financial product.

If you require personal advice, you should talk to an insurance broker.

About MHIA’s remuneration

MHIA is remunerated by means of a commission on the premium you pay. As well as issuing the policy to you, MHIA may also perform other services for its principals, the Insurers. MHIA designs policy wordings, supplies all advertising and promotion for policies, issues policies, and handles or manages claims. The commission MHIA is paid varies depending on the range of functions We perform for the Insurer. The commission can range from 0% to 27.5% of the base premium before government charges. MHIA deducts its commission before it sends your premium to the Insurer.

MHIA also charge fees for policy management. Fees including GST are:

  • Policy Fee                 $82.50   per annum
  • Endorsement Fee     $5.50     per endorsement
  • Cancellation Fee       $22.00   for cancellation before the renewal date

MHIA fees do not form part of the premium and are not refundable.  Any quotation MHIA gives you will include the relevant fee.

In addition to this MHIA may be entitled to a claims experience profit share from the Insurer. The amount of this profit share will depend on the overall claims experience of all policies that MHIA issues on behalf of the Insurer.

MHIA staff members may also receive indirect benefits such as lunches, tickets to sporting or cultural events, corporate promotional merchandise and the like. MHIA staff members and directors are paid salaries and bonuses based on company sales volume. No direct commissions are paid to either.

MHIA sometimes appoints referrers who introduce clients. These referrers may receive a spotter’s fee from MHIA.

How to contact MHIA

You can contact MHIA or provide MHIA with instructions:

  • in person at Unit 19, 1 Reliance Drive, TUGGERAH NSW 2259
  • by phone on 1800 676 700
  • by email
  • in writing to Reply Paid 3597, TUGGERAH NSW 2259

Arranging a policy with MHIA

New Business

MHIA will send you the original insurance policy documents. The terms and conditions offered in the insurance documents will be based on the information you have supplied. You have an obligation to check this information and advise MHIA if any of the information is incorrect. Information that is incorrect could cause the policy to be cancelled or allow the insurer to refuse to pay a claim.

Your policy is due for payment at the time it is issued. When you are paying by cheque or by instalments, MHIA will allow a short period of time for payment so that you can make the necessary arrangements.


MHIA will give you at least 14 days’ notice of expiry of any policy that MHIA has issued.

At that time, if the insurer is prepared to renew the policy, MHIA will send you an offer to renew the insurance policy and advise you of the cost of renewal. If you want to change the details of the insurance, contact MHIA as soon as you receive the renewal offer.  If you wish to renew the policy, you must provide MHIA with instructions to do so and pay the premium and other charges before the due date.


You should carefully monitor and review that your insurance policy is adequate. If you want to vary any insurance, e.g. by increasing the amount insured or adding other property, please provide MHIA with details of the changes you require and any other information MHIA needs.

MHIA will effect the variation and provide you with written confirmation.  Payment will be required at the time you request the variation.

Complaints and Disputes

If you are dissatisfied in any of your dealings with MHIA, please contact us to see if we can resolve the difficulty. Wherever possible, we prefer to resolve issues as early as possible and with the minimum of disruption to you. If you remain dissatisfied, you have the option of initiating a formal complaint.

To submit Your complaint, either write us a letter or fill out a Complaint Form. Complaint Forms are on Our website or ring our Complaints Officer on 1800 676 700.  On request, the Complaints Officer can also take down Your complaint over the telephone.  Your complaint will be acknowledged, in writing, within 3 working days from the date of Your complaint.

Stage 1 – Complaint review by MHIA’s Complain Committee

The Complaints Committee will investigate your complaint and our Complaints Manager will respond to you in writing within 10 working days from the date of MHIA’s acknowledgement letter. Where further information is required, we may approach you about negotiating a reasonable alternative timeframe.  If you are not satisfied with our response or this process, you have the option of escalating your complaint to a dispute for review by Lloyd’s Australia Limited.

Stage 2 – Dispute review by the insurer

Lloyd’s Australia Limited has brochures detailing their processes and timeframes for reviewing your dispute. You will receive this information from MHIA. Contact details are shown below.

Lloyd’s Underwriters’ General Representative in Australia:

Lloyd’s Australia Limited
Address:              Level 9, 1 O’Connell Street, Sydney NSW  2000
Phone:                 (02) 8298 0700
Fax:                     (02) 8298 0788

If you are still dissatisfied after receiving a review of your complaint by Lloyd’s Australia Limited, or your complaint was not resolved within 45 days of you first making it, you can refer your dispute to the Australian Financial Complaints Authority (AFCA).

Stage 3 – Dispute review by external dispute resolution services

If you are still dissatisfied after receiving a review of your complaint by Lloyd’s Australia Limited, or your complaint was not resolved within 45 days of you first making it, you may lodge a complaint with the AFCA.

The Australian Financial Complaints Authority
Address: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
Phone: 1800 931 678