In the event of an Incident, Camplify’s role is to manage the bond, and apply the Owners and Hirers Terms and Conditions. Camplify has arranged a fleet policy for our customers, underwritten by Rentsure. Once Camplify has determined the bond management process, and if there are any breaches to the rental contract, then all claims handling and settlement services will be conducted by Rentsure or the applicable Insurer. 


Any disputes between members will be handled either by Camplify's dispute resolution team, or Rentsure.


Camplify Dispute Resolution


The Camplify Complaints and Member Dispute Resolution Policy is available on Camplify’s website at: https://www.camplify.com.au/dispute-resolution 


Your concern will be investigated by an officer with full authority to deal with the complaint and Camplify will inform you of the outcome within 15 working days of receiving the complaint. 


Rentsure Dispute Resolution


CGU has a complaints and dispute resolution procedure which undertakes to provide an answer to your complaint within 15 working days.

If you would like to make a complaint or access Rentsure’s internal dispute resolution service please contact your nearest CGU office and ask to speak to a dispute resolution specialist.


If you are not happy with Rentsure’s answer, or they have taken more than 15 working days to respond, you may be able to access the services of an independent external dispute resolution body approved by ASIC called the Australian Financial Complaints Authority (AFCA).


The AFCA resolves certain insurance disputes between consumers and insurers and will provide an independent review at no cost to you. CGU is bound by the determination of the AFCA but the determination is not binding on you.


The AFCA contact details are as follows:

The Australian Financial Complaints Authority

GPO Box 3, Melbourne VIC 3001

General Inquiries: 1800 931 678

Website: www.afca.org.au 

Email: info@afca.org.au