Website Disclosure Wording

Other disclosure documents you may receive

Depending upon the services provided to you, you may receive:

• Product Disclosure Statements (PDS) or Policy Wording: Prepared by the product issuer (Insurer), these documents contain key features, costs and risks of the product. A PDS is designed to help you make an informed decision about purchasing the product and will be provided before or when we offer to arrange the product for you.

• Statement of Advice (SOA): If we provide you with personal advice, we will provide you with a written record detailing our advice and the basis on which it was provided (as well as disclosing details of our remuneration and any affiliations we have that may affect our advice).

• Financial Services Guide (FSG): Depending on the services provided and the products arranged, you may be provided with, or given access to, one or more Financial Services Guides, which contain information about the relevant licensee or authorised representative, including remuneration and complaints handling.

The services we provide

Authorised Services

We are authorised by CBN to:

• arrange and issue general insurance products, and
• provide financial product advice on general insurance products.

We are authorised by TPIC to:

• arrange the issue pet insurance products, and

• to provide general financial product advice on those products to retail clients.

As an AR of CBN and TPIC we benefit from support and oversight and access to operations. You will always deal with us when arranging and issuing insurance policies on your behalf.

Broking Services

We provide only general financial product advice on all general insurance products which means your personal objectives, financial situation and needs are not taken into consideration. We will not recommend that an insurance product is personally suited to your circumstances. We will do this for you as your broker unless we tell you otherwise. You should read the relevant PDS or Policy Wording to determine if the policy is suitable for your personal objectives, financial situation and needs before proceeding.

We also arrange for quotes for various brokers from a panel of insurers for select products via our online quoting platform Cora Insurance “Cora”, ABN 27 163 909 073. Cora is a trading name of ICA. Refer to remuneration section for further details.

If the general insurance products available at ICA are not appropriate, we may, at your request, seek to identify other insurance products that may be suitable. 

To do this we require you to provide accurate and complete information about the proposed insureds and risks to be covered. When identifying and arranging an insurance policy for you, we only consider the policies offered by the insurers or insurance providers that we deal with regularly. In giving you information about the costs and terms of these policies we have not compared those policies to all policies available in the market, only from those insurers we deal with regularly. 

Acting on behalf of insurers

We distribute pet insurance to you as an authorised representative TPIC. We receive remuneration for providing general advice and arranging for the issue of pet insurance. TPIC is an underwriting agency acting under a binding authority as agent for the insurer of the product, Pacific. In all aspects of arranging this Policy, TPIC and insurance.com.au act as agents of the insurer and not as your agent. For further information please refer to our Pet FSG. 

White‑Labelled Products

Some insurance products we arrange may be marketed or branded under our name (white‑labelled products). Although these products may carry our branding, the insurance policies are issued by the relevant insurer, not by us. We provide our services to you as an Authorised Representative acting under the Australian Financial Services Licence of CBN. Full details of the insurer, policy terms and conditions will be provided to you in the relevant policy documentation.

Corporate Distribution Services

CBN have corporate distributor arrangements in place with entities to distribute general insurance products on its behalf, permitted under ASIC Corporations Instrument 2025/520. 

These corporate distributors will provide you with factual information only and will not provide any financial product advice regarding our general insurance products. Refer to remuneration section for further details.

Referral Services

CBN have referral arrangements in place with entities who may refer you to us. These entities are only permitted to provide factual information. In some instances, we may refer you to another licensee or their representative for them to provide financial services to you. In these instances, we will not act on your behalf or provide you with any financial product advice regarding the products they may recommend to you. Refer to remuneration section for further details.

Premium Funding

Premium Funding products enable you to pay your premiums by instalments. ICA has a preferred supplier arrangement with PF BidCo Pty Ltd ABN 35 646 214 262 trading as Arteva Funding. By providing access to or assisting with premium funding we do not provide financial product advice or represent that the products or services are suitable for you or that they are the most appropriate. You need to consider the information provided in the premium funding contract and make your own decision based on the information provided. Refer to remuneration section for further details.

How to give us instructions

You can provide us with instructions regarding the financial products or services we recommend:

• In writing mailed to 696 Bourke Street Melbourne, VIC, 3000

• In writing via email support@insurance.com.au
• Verbally by calling 1300 468 730.

We will confirm receipt of your instructions and may require verification or supporting documentation to fulfil your request (for example, if you wish to change your contact details, we will ask you questions to help us to confirm your identify).

Remuneration

We may receive remuneration in a number of ways when we arrange insurance or provide related services to you. This may include commissions paid by insurers, fees paid by you, payments from distributors, platform provider fees, and referral fees.

Details of the remuneration applicable to your policy will be disclosed to you before or at the time your insurance is arranged.

Commissions

Depending on the type of policy, we may receive an upfront commission from the issuing insurer for arranging insurance on your behalf. This commission is calculated as a percentage of the base premium (excluding statutory charges and taxes) and is paid to us by the insurer. Commission rates generally range between 5% and 50% but may vary depending on factors such as the type of insurance, the insurer selected and the applicable commission arrangement at the time the policy is placed.

In addition to commission, we may charge you a broker fee for the services we provide. Any broker fee is payable by you and is charged separately to commission. The amount of the broker fee will depend on the nature, scope and complexity of the services provided to you.

Full details of all fees and commissions applicable to your policy will be disclosed to you before or at the time your insurance is arranged and will be shown on your invoice.

Cora Insurance

In relation to insurance products accessed through the CORA platform, we may receive a fixed fee from insurers for hosting and facilitating access to their products. This fee is calculated on a per‑policy basis and is payable by the insurer, not by you.

In addition, depending on the product and arrangement, we may pay part of the commission and/or a broker fee to the broker who arranges the policy. Any such payment is calculated by reference to the base premium or as a fixed amount per policy.

Corporate Distribution Services

In some cases, insurance may be arranged through a corporate distributor. Where this occurs, we may pay the corporate distributor remuneration for the services they provide in connection with arranging insurance on your behalf.

The remuneration paid to a corporate distributor may be:

• a share of the commission we receive from the insurer (which may range between 0% and 100% of the commission);
• a fee based on the services provided; or
• a combination of both a commission share and a fee.

We are paid by the insurer for each policy arranged. The corporate distributor will disclose details of their remuneration to you where required.

Referral Services

If we have referred you to another provider, we may receive a referral fee. The amount of the referral fees we may receive vary in amount and method of calculation, and will be disclosed to you prior to the referral being made.

Where a third party has referred you to us, we may share part of our fees/commission with them or pay an agreed referral fee. If we do, we will pay them in the range of 0% to 75% of the commission we receive, and/or a fee of between $10 to $40. This disclosure is provided so you are aware that the referrer may receive a financial benefit for making the referral. This will not increase the amount you pay to us. 

Pet Insurance

We receive remuneration from the insurer for providing general advice and arranging for the issue of pet insurance. For performing these functions, we receive remuneration of 15% of the premium paid. For further information on our remuneration, please refer to our Pet FSG. 

Premium Funding

If you choose to pay your insurance premium by instalments through Arteva Funding, Arteva Funding will charge you an administration fee and interest on the amount borrowed. They may also charge you additional fees including if you do not pay an instalment on time, pay by credit card or you cancel the contract early. Details are outlined in the Arteva Funding agreement you enter into. Please read this document carefully. 

Manually placed business: Where we arrange premium funding for insurance policies that are manually placed by us, we may receive commission from the premium funder generally in the range of 2% to 4% of the amount funded.

Digital clients: We do not receive commission from premium funders in relation to insurance policies arranged through our digital platforms or digital client offerings.

In addition, we receive an annual administration and service fee for the distribution and management of their products. 

How are our employees paid?

Our employees are paid a salary. Bonuses or incentives may be payable depending on factors including performance and the achievement of company goals. Incentives are not paid for selling of a particular product or from dealing with specific insurers.

Our employees may also receive non-monetary benefits from insurers. This may include entertainment at sporting events, hospitality including lunches and attendance at insurer sponsored functions. These benefits are not generally attributed to any particular product. It is not possible to determine in advance what, if any, non-monetary benefit a representative may receive however we have compliance policies in place to ensure these benefits do not conflict with your interests.

More information on Remuneration

We will provide you with specific information about the basis and amount you will be charged before or at the time we arrange your insurance. Our charges include GST. Some of our charges may be tax deductible.

If we hold your money in trust pending payment to the insurer, we may earn interest on that money. Any interest earned is retained by us and is not paid to you.

You may ask for further information about our remuneration relevant to the products and services provided to you. All requests must be received within a reasonable timeframe prior to provision of the products and services to you.

How do you pay your Premiums?

Invoices

We will invoice you for the premium, statutory charges (e.g. stamp duty, fire services levy etc) and any fees we charge for arranging your insurance. You must pay us by the payment due date noted in the invoice or, in the case of a renewal, before the expiry date of the contract of insurance. The methods of payment will be outlined on the invoice. If you do not pay the premium on time, the insurer may cancel the contract of insurance and you will not be insured. The insurer may also charge a short-term penalty premium for the time on risk. 

Credit Card and Transaction Fees

If you choose to pay by credit card, we may charge a credit card processing fee. Any such fee will be disclosed to you at the time of payment. The credit card fee reflects the cost charged to us by the card provider. Credit card fees are not refundable. 

Associations, relationships and conflicts of interest

We are a wholly owned subsidiary of Steadfast Group Limited ACN 073 659 677 (“Steadfast”). As a Steadfast Network Broker, we have access to services including model operating and compliance tools, procedures, manuals and training, legal, technical, HR, contractual liability advice and assistance, group insurance arrangements, product comparison and placement support, claims support, group purchasing arrangements and broker support services.  These services are either funded by Steadfast, subsidised by Steadfast or available exclusively to Steadfast Network Brokers for a fee. Steadfast has exclusive arrangements with some insurers and premium funders under which Steadfast will receive remuneration which may help fund some of the member services used by us. As a member of the same group we may indirectly benefit from any such referral or service if it improves the group performance. Services provided by another member of the Steadfast Group to you are provided on an arm’s length basis.   

More information can be found at www.steadfast.com.au.

Conflicts of interest are circumstances where some or all your interests are inconsistent or diverge from some of or all our interests. Conflicts of interest are managed in accordance with the Insurance Brokers Code of Practice. We have a policy and procedure to help manage conflicts of interest. Where a conflict is unavoidable, we will consult with you regarding steps to manage the conflict. 

Dispute resolution

We welcome your suggestions, compliments and complaints as an opportunity to improve our service. 

If your complaint is in respect to Pet insurance, please refer to our Pet FSG for details on our complaints handling process.

If you have any complaints about the service provided to you, please give us the opportunity to put things right by contacting your Authorised Representative about your complaint in the first instance. We will try to acknowledge your complaint within 1 business day in writing or by telephone. We will take all reasonable steps to ensure that the person to whom your complaint relates does not handle your complaint. We will do our best to resolve your complaint within 5 working days. 

If your complaint is not satisfactorily resolved within 5 business days, please contact the Complaints Officer at:

Community Broker Network:   

T: (08) 9480 8950 

E: compliance@cbn.au 

P: PO Box 1183, WEST PERTH WA 6872. 

Please mark the envelope “Notice of Complaint”. 

If your complaint is referred to the Complaints Officer, we will try to acknowledge receipt of your complaint in writing within 1 business day. We will try and resolve your complaint quickly and fairly and no later than 30 days from receiving the response, providing you with updates at intervals of no later than 10 days.

Community Broker Network Pty Ltd is a member of the Australian Financial Complaints Authority (AFCA). If your complaint cannot be resolved to your satisfaction by us, you have the right to refer the matter to AFCA. AFCA provides fair and independent financial services complaint resolution that is free to customers. AFCA can be contacted at: 

Web: www.afca.org.au 

Email: info@afca.org.au 

Phone: 1800 931 678 (free call) 

In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001 

Insurance Brokers Code of Practice 

CBN is a principal member of NIBA and as such CBN’s staff and Authorised Representatives have adopted the Insurance Brokers Code of Practice (NIBA Code). A copy of the NIBA Code will either be provided upon request or can be obtained from the NIBA website: https://www.niba.com.au/insurance-brokers-code-of-practice 

If you think we may have breached the Code, you can report alleged breaches to the Insurance Brokers Code Compliance Committee (IBCCC). You can contact the IBCCC using the following details: 

Web: www.insurancebrokerscode.com.au 

Email: info@codecompliance.org.au 

Phone: 1800 931 678 (free call) 

In writing to: IBCCC P.O. Box 14240, Melbourne VIC 8001 

Client compensation

CBN and TPIC hold Professional Indemnity Insurance Policies. These respective policies cover us and our representatives for claims made against us and our representatives by clients about the conduct of us, our employees or representatives in the provision of the respective authorised financial services.

These policies also cover for claims relating to the conduct of representatives who no longer work for us and satisfy the requirements for compensation arrangements under Section 912B of the Corporations Act 2001.