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Customer Care

The General Insurance Code of Practice (the Code) sets the standards of customer service that you can expect from us.  The Code sets standards for buying insurance, insurance claims, responding to catastrophes and disasters, information and education, complaint handling and Code monitoring and enforcement.  The Code is the general insurance industry's promise to be open, fair and honest in the way it deals with customers.  The Code is designed to raise customer service standards and to protect your rights as a policyholder.

As an insurance underwriting agency providing general insurance to you across our range of insurance products, we are committed to the Code.  This includes implementing and monitoring procedures to ensure that the Code is carried out by our staff and our service providers.  In this way, we ensure that we are providing the highest level of service to you.

MHIA takes this commitment seriously and we welcome feedback on how we can improve our customer relationships.  As a customer, you gain peace of mind from knowing that MHIA is accountable to both Lloyd's underwriters' (we are an Australian Coverholder with Lloyd's underwriters) and to the Financial Ombudsman Service on our performance against Code standards. If you believe that we have breached the Code in any way, we urge that you contact MHIA on (02) 4303 0300 and ask for the Compliance Manager.  MHIA is obliged to report significant breaches to Lloyd's Australia Limited, who in turn is responsible for reporting such breaches to the Financial Ombudsman Service.

If you would like to know more about the Code, you can contact the Financial Ombudsman Service on 1300 780 808 or you can visit the website: www.codeofpractice.com.au from where you can download, print or read the Code and/or the summary brochure.  Alternatively, you can telephone us on (02) 4303 0300 and we will send you a copy.

If You obtain personal advice, that is advice that takes into account Your particular circumstances, You should generally 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 do not obtain personal advice, or obtain personal advice that does not contain recommendations about a particular financial product, but You nevertheless proceed to acquire a product, You should still generally receive a Product Disclosure Statement, 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.

Manufactured Homes Insurance Agency (MHIA), A Division of Argenta Underwriting Asia Pte Ltd, A limited liability company incorporated in Singapore is authorised to advise and deal in general insurance to retail and wholesale clients.

MHIA is an insurance underwriting agent and when We provide Our services We act on behalf of the Insurer.

We will only provide You with advice on Our products.

We give general advice only. This means that Our 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 Product Disclosure Statement and consider it before making any decision about whether to acquire this financial product.

Personal advice is financial advice that takes into account Your personal objectives, financial situation or needs. The information in an SOA should be presented clearly and concisely, with enough detail for You to make an informed decision about whether to act on the advice. If You require personal advice, You should talk to an insurance broker.

MHIA recognises that all our clients have equal rights to access information and services. Our services are open to any person without regard to their socio-economic background, physical or intellectual limitations, age, race and religious beliefs.

These rights are specifically guaranteed in State and Federal legislation, including:

• Anti-Discrimination Act 1977 (NSW)
• Disability Discrimination Act 1992 (Commonwealth)
• Human Rights and Equal Opportunity Commission Act 1986 (Commonwealth)
• Age Discrimination Act 2004 (Commonwealth)
• Racial Discrimination Act 1975 (Commonwealth)
• Sex Discrimination Act 1984 (Commonwealth)

"Access" refers to services being available to everyone who is entitled to them and are free from any form of discrimination.
"Equity" refers to services being developed and delivered on a fair basis to those who are eligible to receive them.

Practical ways that MHIA promotes access and equity by our clients includes:

• As a Call Centre business, the majority of our transactions are conducted over the telephone. This means that people with physical disabilities do not have to attend our office to complete their transactions.
• For people who are deaf or who have a hearing or speech impairments that makes it difficult for them to use the phone, MHIA uses the National Relay Service. The relevant phone numbers/website links are listed on our "Contact Us" page.
• Complaints can be taken down over the telephone, upon request. This assists people who have difficulty writing or expressing themselves in writing.
• Availability of the toll-free telephone number, access to payment by instalment, use of reply-paid envelopes and 21 days to pay policies all assists people on low incomes.
• Procedures are in place for handling cases of financial hardship, such as claims handling during catastrophes and disasters.

MHIA will ensure that all complaints by clients are dealt with fairly and promptly and in accordance with the General Insurance Code of Practice. MHIA encourages client to discuss any problems that they may experience with a member of management.

Our Divisional Managing Director and management team are supported by the Board in assuming responsibility for developing and implementing company policies and strategies and are available to assist with questions or to respond to complaints. Refer also to the Complaints and Disputes Procedure also listed under "Customer Care".

This Financial Services Guide (FSG) is current as at 2 June 2016.

This FSG contains information about Our services and charges, Your rights as a client and other insurance 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.

This Financial Services Guide (FSG) is issued by:

Manufactured Homes Insurance Agency (MHIA)
A Division of Argenta Underwriting Asia Pte Ltd
A limited liability company incorporated in Singapore

ARBN 23608570716 AFS Lic # 482725 (MHIA)Reply Paid 3597

TUGGERAH NSW 2259

If You obtain personal advice, that is advice that takes into account Your particular circumstances, You should generally also receive a Statement of Advice, 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 do not obtain personal advice, or obtain personal advice that does not contain recommendations about a particular financial product, but You nevertheless proceed to acquire a product, You should still generally receive a Product Disclosure Statement, 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 US

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

MHIA is an insurance underwriting agent and when We provide Our services We act on behalf of the Insurer.

We will only provide You with advice on Our products.

We give general advice only. This means that Our 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 Product Disclosure Statement and consider it before making any decision about whether to acquire this financial product.

Personal advice is financial advice that takes into account Your personal objectives, financial situation or needs. The information in an SOA should be presented clearly and concisely, with enough detail for You to make an informed decision about whether to act on the advice. If You require personal advice, You should talk to an insurance broker.

ABOUT OUR REMUNERATION

We are remunerated by means of a commission on the premium You pay. As well as issuing the policy to You, We may also perform other services for Our principals, the Insurers. We design policy wordings, handle market research, supply all advertising and promotion for policies, issue policies, and handle or manage claims. The commission We are paid varies depending on the range of functions We perform for the Insurer. The commission We receive ranges from 0% to 25% of the base premium before government charges. We deduct Our commission when We send Your premium onto the Insurer.

We also charge fees for policy management. Our fees including GST are:
a) Policy Fee (where premium paid annually) $82.50
b) Endorsement Fee $ 5.50 per endorsement
c) Cancellation Fee $22.00for any cancellation part way through the insurance term.

MHIA fees do not form part of the premium and are not refundable. Any quotation We give You will include the relevant fee.

In addition to this We may be entitled to a claims experience profit share from the Insurer. We may also receive indirect benefits such as lunches, tickets to sporting or cultural events, corporate promotional merchandise and the like.

We sometimes appoint Referrers who introduce clients to Us. These Referrers may receive a spotter's fee from Us.

MHIA staff members and Directors are paid salaries and bonuses based on company sales volume. No direct commissions are paid to either.

HOW TO CONTACT MHIA

You can contact Us or provide Us with instructions:
• in person at Unit 19, 1 Reliance Drive, TUGGERAH NSW 2259
• by telephone on Freecall 1800 67 67 00
• by email
• in writing to Reply Paid 3597, TUGGERAH NSW 2259

ARRANGING A POLICY WITH US

New Business

We 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 Us if any of the information is incorrect. Information that is incorrect could cause the policy to be varied or withdrawn.

Your policy is due for payment at the time it is issued. When You are paying by cheque or by instalments, We will allow a short period of time so that You can make the necessary arrangements.
As these are legal documents, You should keep them in a secure place.

Renewals

We will give You at least 14 days notice of expiry of any insurance policy that We issued.

At that time We 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 Us as soon as You receive the renewal offer. If You wish to renew the policy, You must provide Us with instructions to do so and by paying the premium and other charges before the due date.

Variations

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 Us with details of the changes You require and any other information We need.

We will affect the variation and provide You with written confirmation. Payment will be required at the time You request the variation.