Terms of Engagement
Introduction
At Vie General Insurance, we are committed to putting you first. We understand that insurance is not just about finding the best price - it’s about ensuring you have the right cover tailored to your unique needs. Our role as your broker is to provide professional, regulated insurance advisory services that prioritise your protection and peace of mind.
We take the time to understand your specific circumstances, assess your risks, and source appropriate insurance solutions from our panel of trusted insurers. Whether you require assistance in selecting a policy or need support when making a claim, we are here to guide you every step of the way.
How We Obtain Quotes
Our approach to sourcing insurance solutions is designed to find the most suitable coverage for your needs. Before making a recommendation, we carefully assess the available options based on the information you provide.
We have access to a select panel of insurers and underwriters. While we may not approach the entire insurance market, we ensure that the options presented to you align with your specific requirements. Typically, we seek multiple quotes to provide a well-rounded comparison, but in some cases, such as highly specialised industries, only a limited number of insurers may offer coverage.
The quotation process follows these key steps:
- You request a quotation by contacting us via phone or submitting an online enquiry.
- We conduct a detailed discussion to understand your risks, coverage needs, and preferences.
- Based on this information, we engage with suitable insurers to obtain quotes.
- We present our recommendations, explaining any key policy terms, exclusions, or conditions.
- If required, we can provide a written summary of the quotations for your review.
- If you choose to proceed, we can assist with premium payment options, including instalment arrangements.
- Once finalised, we remain available to support you throughout the life of your policy, including claims assistance and policy reviews.
Your decision is always yours, and we are here to ensure you have all the necessary information to make an informed choice.
Payment Terms
When arranging an insurance policy through us, you can make payment using one of the following methods. Before selecting a payment option, please consider the following:
We will issue an invoice detailing the premium, statutory charges (such as stamp duty and fire services levy), and any fees applicable for arranging your insurance. Payment is required within 14 days of the invoice date or, for policy renewals, before the policy expiry date.
Failure to pay on time may result in the insurer cancelling your policy, leaving you without coverage. The insurer may also impose a short-term penalty premium for the period you were covered.
Premium funding allows you to pay your insurance premiums in instalments. These arrangements incur interest, and the premium funder holds a power of attorney over your policy, meaning they can cancel your policy if payments are not made as agreed.
We can facilitate premium funding if required. In doing so, we may receive a commission from the premium funder, generally capped at 2% but up to 4% of the premium. We will disclose the commission amount and basis before or at the time of arranging premium funding.
Payments made via credit card may incur a surcharge.
YOUR POLICIES
If you need insurance coverage for an uninsured asset or risk, please reach out to us as soon as possible. In many cases, we can arrange coverage on the same day using our available tools and insurer networks.
To secure coverage, we require your instructions, which can be provided either in writing or over the phone. Once we receive your request, we generally follow these steps:
- Confirm coverage with the insurer, either directly or via their online portals.
- Review the policy details and endorsements to ensure they align with the initial quotation.
- Provide written confirmation of coverage along with a policy summary.
- Process payment based on your instructions - this may include direct payment, BPAY, or an instalment funding option.
- If you opt to handle payment independently, we will issue a tax invoice with multiple payment options.
- Upon request, we can provide a Certificate of Currency, which can only be issued once the policy is paid in full.
- Remit the premium to the insurer following their specific guidelines.
Once we have arranged cover for you, it is important to understand the following.
We will contact you at least 14 days before your policy is due for renewal to reassess your needs and ensure your cover remains suitable. If we are unable to reach you, we may automatically renew your policy to maintain your coverage. Should your insurer require additional declarations, you will need to complete and return these promptly to secure renewal terms.
If your existing insurer does not offer renewal, we will inform you and discuss alternative options. If you do not wish to renew your policy, please let us know as soon as possible to avoid unnecessary charges.
If you no longer require cover or need to make alterations to your policy, please notify us in writing. We will proceed with the requested changes and inform the insurer accordingly. Any request must come from an authorised person.
If the policy is cancelled before the end of the insurance period, any refund provided will be based on the net return premium received from the insurer. Broker fees charged for arranging the cover are non-refundable, and an additional processing fee may apply for handling the cancellation.
For policy alterations, any applicable fees will depend on the nature of the change and may include an alteration processing fee.
It is important to regularly review your policy to ensure it aligns with your current needs. If you need to modify your coverage, such as adjusting the sum insured or adding property, please provide details of the changes required. We will arrange the variation with the insurer and confirm when it has been processed.
Maintaining continuous coverage is essential. If we are unable to contact you before your policy expires, we may arrange for the policy to be held covered or renewed where necessary. If you do not wish for this to occur, please notify us in advance. A short-term premium may apply.
If you choose to arrange or renew your insurance directly with an insurer or another broker, we will not be responsible for further notifications or renewals unless requested otherwise.
Claims Assistance
We understand that making a claim can be a stressful experience. Our role as your broker is to support you throughout the process, ensuring you receive the guidance and advocacy you need.
When you need to lodge a claim, we will:
- Review your policy and advise whether the claim is likely to be covered.
- Assist you in preparing and submitting the claim, including any required documentation.
- Provide clarity if there is uncertainty around coverage.
If the insurer appoints a loss adjustor, lawyer, or other specialist, we will inform you and, with your permission, share your contact details to facilitate communication. In cases of significant losses, we may be able to attend the initial meeting with the loss adjustor if requested.
We will keep you informed throughout the claims process, promptly forwarding any relevant documentation, settlement cheques, and insurer correspondence. Our team will assist in negotiating a fair settlement and, where applicable, help with seeking recovery from third parties.
If you decide to transition to another broker while a claim is still in progress, we can either:
- Continue handling the claim on your behalf, or
- Provide all necessary claim details to your new broker to ensure a smooth handover.
Our goal is to make the claims process as seamless as possible, allowing you to focus on what matters most while we work towards the best possible outcome.
OUR REMUNERATION
As your insurance broker, we are compensated for the services we provide, including sourcing suitable cover, managing policies, handling claims, and ensuring compliance. Our remuneration consists of the following:
We may receive a commission from the insurer when we arrange a policy on your behalf. This commission is typically a percentage of the base premium (excluding government charges, levies, and taxes) and can range from 0% to 30%, depending on the insurer and type of risk. This commission is paid by the insurer, not by you directly.
In addition to commission, we may charge a broker fee. This fee reflects the time, expertise, and resources required to arrange and manage your policy. The amount varies depending on the complexity of your insurance needs and is clearly listed as a separate item on your invoice.
If you choose to pay your premiums in instalments through a premium funding arrangement, we may receive a commission from the premium funder. This is generally between 0% and 2% of the total funded premium (excluding government charges, levies, and taxes). We will always disclose the commission amount before finalising your funding arrangement.
If you were referred to us by a third party, we may pay them a referral fee. This fee is usually a percentage of the commission we receive and does not affect the total amount you pay for your insurance. Any referral fees will be disclosed on your invoice where applicable.
It’s important to note that using a broker does not necessarily mean paying more for your insurance. In many cases, we can negotiate competitive premiums and ensure your policy meets your specific needs - saving you time, effort, and potential risk exposure.
Our Team & Support
At Vie General Insurance Pty Ltd trading as Vie Finance & Insurance, our team of experienced and qualified brokers is committed to delivering exceptional service. We prioritise understanding your needs and providing tailored insurance solutions to give you peace of mind.
To ensure we can support you effectively, we ask that you keep us informed of any changes to your circumstances, review your policy documents carefully, and notify us immediately if any updates or corrections are needed. Working together allows us to provide the best possible protection for you and your assets.
We aim to respond to all inquiries within 24 hours and are here to assist with any questions or concerns about your insurance.
| Contact Details |
|---|
| Phone: 1300 400 843 |
| Email: admin@vieinsure.com.au |
| In Person: 41a Tamar Street, Launceston TAS 7250 |
Special Assistance
We are committed to supporting people with diverse needs and take into account their specific circumstances. This includes people currently experiencing any vulnerability, for example relating to age, disability or mental or physical health conditions. Please advise us if you there is anything we can do to provide the required level of support. For further information, please refer to our Vulnerable Clients Policy.
Our Service Plan
To ensure you receive proactive and professional support, we follow a structured approach to managing your insurance needs. Our service plan includes the following key touchpoints:
| Service Item | Action | Timeframe |
|---|---|---|
| Renewal Review Reminder | Notifies you that your insurance is due for renewal and requests relevant information to obtain renewal quotations. | One month prior to renewal |
| Pre-Renewal Review | A meeting to discuss your current policies, any necessary adjustments, and your insurance needs for the coming year. | Scheduled 4-6 weeks ahead of renewal |
| Renewal Report/Insurance Summary | A detailed overview of your insurance cover, including any adjustments or additions at renewal. | 2-4 weeks after renewals are completed |
| Uninsured Risk Review | A discussion about potential risks that may not be covered by your current policies. | Available upon request |
| Status Reviews | Updates on policy changes, outstanding claims, or any other relevant matters. | Book via our website |
YOUR OBLIGATIONS
To provide you with the most appropriate insurance solutions, it is essential that you provide complete and accurate information about the risks to be insured. Failing to disclose relevant details or providing misleading information may impact our ability to offer suitable advice and could affect an insurer’s decision in the event of a claim.
You are required to answer all questions from us or the insurer honestly and completely. If you fail to take reasonable care not to misrepresent information, the insurer may have the right to cancel your policy or reduce the amount paid for a claim in accordance with legal provisions.
If your circumstances change, it is important to notify us as soon as possible. This ensures that your insurance continues to provide appropriate coverage and that any necessary adjustments can be made to protect you against unforeseen risks.
By engaging our services, you acknowledge and agree to the terms outlined in this document.
If you have any questions or require further clarification, please contact us by phone or via our website.