Financial Services Guide (FSG)

The purpose of this FSG

The purpose of the FSG is to help you make an informed decision about whether to use the financial services provided by us. The FSG explains who we are, the services we offer, how fees are charged, how our employees are paid and how your complaints are dealt with.

Before purchasing any financial product through us, you should read the Product Disclosure Statement (PDS) and any Supplementary Product Disclosure Statement (SPDS) applicable to the insurance product that you are purchasing. The PDS contains information about the particular product to help you make an informed decision about whether or not to buy that product. Any direction or advice given is general or factual in nature and does not take into account your objectives, financial situation or needs.

About the insurer and the providing entity

The financial services referred to in this Financial Services Guide (FSG) are underwritten and offered by Pacific International Insurance Pty Ltd (Pacific) (ABN: 83 169 311 193), which holds Australian Financial Services Number (AFSL 523921) and is regulated by the Australian Prudential Regulation Authority as an insurance company. (PD Insurance Australia is a trading name of Pacific.)

In this guide the terms we, our and us refer to Pacific; and you or your refer to the person considering our financial services.

We can be contacted via our website or at PO Box 550, Kotara, Newcastle, NSW, 2289.  

Authorised financial services

Pacific is licensed by the Australian Securities & Investments Commission (ASIC) to provide the following financial services on general insurance products:

  • Issue insurance
  • Arrange, vary and cancel insurance
  • Handle and settle claims
  • Provide general financial product advice.

Remuneration information

As the underwriter of our own insurance products, we charge you a premium which we calculate and advise you of before you agree to buy any of our products. Our employees are paid an agreed salary and may also earn performance- based bonuses or receive non-monetary benefits, for example, sponsorships of conferences and functions, meals, entertainment, and gift vouchers. We closely monitor these activities to ensure they do not create conflicts of interest. You are entitled to request particulars about employee remuneration by contacting us using the details provided on the back of this FSG.

Government charges

In addition to the premium, there are compulsory Commonwealth and State government taxes and charges that apply to our insurance products, including goods and services tax (GST) and insurance (stamp) duty. In some cases, we may also charge a state emergency services levy. These fees and charges will be included in your quotation and on your policy documents if you purchase any of our products.

Financial claims scheme and compensation arrangements

We are authorised under the Insurance Act 1973 (Cth) (the Insurance Act) to provide general insurance in Australia by the Australian Prudential Regulation Authority (APRA) and we are subject to the Insurance Act.

We are a licenced general insurer and accordingly the protection provided under the Financial Claims Scheme (“FCS”) applies in relation to us and your policy. The FCS is a government-backed safety net for most general insurance policies for claims up to $5,000. Claims above $5,000 are eligible if they fulfil certain criteria. Information about the FCS can be obtained from or from the APRA website at and the APRA hotline on 1300 55 88 49.

We have professional indemnity insurance arrangements in place that comply with section 912B of the Corporation’s Act 2001.


We encourage you to contact us if you are dissatisfied with any part of our service or products.

To complain, you can contact our Customer Service team using the following details:

  1. Phone: 1800 776 473
  2. Email: [email protected]
  3. Website:

For information about our complaints handling process please view our website.

Internal dispute resolution (IDR) process.

The Complaints process described above forms our Internal Dispute Resolution Process. If we are not able to resolve your Complaint you may contact the Australian Financial Complaints Authority (AFCA).

AFCA provides fair and independent financial services complaint resolution that is free to consumers.

  1. Website:
  2. Email: [email protected]
  3. Telephone: 1800 931 678 (free call)
  4. In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

How would you, like to proceed?

How would you, like to proceed?