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Helpful Information

Frequently Asked Questions & Answers on MVI


Do I need to list my child as a nominated driver – they have just received their probationary licence?

Yes. If he/she has an accident in the vehicle and is not nominated to drive the vehicle, he/she may be required to pay the undeclared young driver excess, the age excess (if they are under 25 years of age) and also the basic excess applicable to the policy, on condition that AGI chooses to accept the claim.


Do I need to let you know that my children now have their learner license and that we will be using the car we have insured with you to teach them how to drive?

Yes. You need to contact us, as your policy may have restrictions on it that restrict a learner driver from being covered in the event of a claim.


I have bought a new CD player for my car and I want it covered if it gets stolen. What do I do?

You need to let us know the details and the value of the accessory so we can add it to your policy. You will need to do this for all non-standard accessories you have on your car. Remember to also keep a record of the purchases. It is important that you disclose all non-standard accessories and modifications to AGI to ensure you are fully covered in the event of a claim.


If my 23-year-old son/daughter, who is a nominated driver on my policy, hits another car what excess will they have to pay?

In addition to the basic excess he/she will also be required to pay the age excess. All excesses are displayed on our policy schedule.


Can I apply windscreen protection cover?

If you have Comprehensive cover you are able to take up our windscreen protection option. We do not offer this option on our Third Party Property Damage policies.


Can a family member enquire or make changes to my policy?

Unfortunately unless they are listed on your policy, we are unable to provide any information or action any requests on your behalf. Please contact our staff on 9877 0300 to discuss what is involved in providing them access to your policy.


How is my Motor Insurance Premium Calculated?

The amount you pay for insurance depends on many factors including the type of cover and options you choose, the type of vehicle and where it is garaged, the drivers of your vehicle, including their age, driving and insurance record.


What is a No Claim Bonus?

A No Claim Bonus / Rating (NCB) is a discount off your premium. It is calculated based on your insurance or driving record. The discount increases each year to a set maximum if you do not make an at fault claim (unless otherwise stipulated on your policy).


When do I have to pay an excess?

Excess is the amount you might have to pay when you claim. The amount and types of excess are shown on your Certificate of Insurance. You will have to pay an excess if:
You were at fault in causing the accident to occur.

OR

When your vehicle is maliciously damaged, stolen or involved in an accident and you can not identify the party responsible(i.e. name, address and phone number).


Is my personal information secure when I apply for Insurance?

AGI maintains technology and procedures no less than industry standard in respect to its information management and provision of online services. These measures are revised and updated to ensure we continually maintain and improve our level of security.
Transactions involving the submission of personal information over the Internet to AGI by using our online systems, such as online quoting, use encryption technology to ensure the security of that personal information transmission.
Once received by AGI your personal information is stored and protected by a range of security controls including system firewalls and user identification requirements and audit trails. Your systems and information technology infrastructure are regularly audited both by internal and external experts and regulatory bodies.


Will my Policy renew automatically?

If we are prepared to offer renewal of your policy, we will send you a renewal notice at least 14 days before the due date. It will show the amount payable, and the date your payment is due. You must pay your insurance by the due date to ensure cover is maintained. If you pay your insurance by monthly instalments you do not need to take any payment action, we will continue to debit your account on the same date of each month. If you pay your premiums annually please see our payment options for the available methods of payment.


Do I need to tell you my input tax credit (ITC) entitlement on my insurance premium?

Under the GST Act, you must tell us what your entitlement to ITC was for your insurance premium. If you need more information please contact the ATO on 13 28 66 or www.ato.gov.au

General Insurance Code of Practice – providing you with even better service
The General Insurance Code of Practice was developed by the Insurance Council of Australia to further raise standards of practice and service across the insurance industry.
We keenly support the standards set out in the Code.

You can obtain more information on the Code of Practice and how it assists you by contacting us directly on 9877 0300 or alternatively by visiting the Insurance Council of Australia Limited website.

Dispute resolution process – helping you solve any problems
Disputes are not an everyday occurrence in our organisation. We strive to do things the right way and keep our customers happy.
Sometimes though, disputes do occur and when this happens, our objective is to resolve any disagreement as amicably and as quickly as possible. We believe that the best way to achieve this is to provide you with the opportunity for an unbiased review of the issue.

Here is what to do if a dispute arises
Regardless of whether the dispute involves our staff, an agent, a loss adjuster, assessor or investigator, simply contact us and ask to speak to the team leader of the section handling your claim or policy. If you are not satisfied with the outcome, ask to be referred to the Dispute Resolution Representative and provide the details of the issue concerning you. Within the organisation we have established a dispute resolution process through which a senior officer with independent decision making authority will review the matter for you.
This person will write to you within 15 working days advising the outcome of the review and reasons or their decision.


If you are not satisfied with the outcome of this process and your dispute;


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