TRAVEL INSURANCE
FINANCIAL SERIVCES GUIDE (FSG)
A guide to our relationship with you.
About this Financial Services Guide (FSG)
This is a combined FSG issued by ACE Insurance Limited (ACE), AirAsia X Sdn Bhd (AirAsia X) and PT Indonesia AirAsia
(AirAsia Indonesia) and PT Indonesia Air Asia Extra (Indonesia AirAsia Extra).
The purpose of this FSG is to help you to make an informed decision about whether to use the financial services ACE, AirAsia X
and AirAsia Indonesia and PT Indonesia AirAsia Extra can provide to you. It contains information on:
 who ACE, AirAsia X and AirAsia Indonesia and PT Indonesia AirAsia Extra are and how we can be contacted or given
instructions;
 the services ACE, AirAsia X and AirAsia Indonesia and PT Indonesia AirAsia Extra offer to you and how they are provided;
 how ACE, AirAsia X and AirAsia Indonesia and PT Indonesia AirAsia Extra and other relevant persons are remunerated;
 ACE‟s compensation arrangements;
 our commitment to protecting your privacy;
 how complaints are dealt with; and
 other disclosure documents you may also receive.
Other disclosure documents you may also receive
Where required, you will also be given a Product Disclosure Statement (PDS) before or at the time you acquire any product as a
retail client. The PDS contains information on the relevant risks, benefits and significant characteristics of the product and is
designed to assist you in making an informed decision about whether to buy the product or not.
About ACE Insurance Limited (ACE)
ACE is an Australian financial services licensee authorised to deal in and provide advice in relation to general insurance
products. Our details are as follows:
ABN:
Australian Financial Services (AFS)
Licence Number:
Head Office:
Postal address:
Telephone:
Facsimile:
E-mail:
23 001 642 020
239687
28 O'Connell Street SYDNEY NSW 2000
GPO Box 4907 SYDNEY NSW 2001
1800 815 675
+61 2 9335 3467
travel.au@acegroup.com
ACE Group is one of the world‟s largest multiline property and casualty insurers. With operations in 54 countries, ACE provides
commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance
and life insurance to a diverse group of clients. ACE Limited, the parent company of ACE Group, is listed on the New York
Stock Exchange (NYSE: ACE) and is a component of the S&P 500 index.
ACE has been present in Australia for over 50 years, providing specialised and customised coverages, including Marine,
Property, Liability, Energy, Professional Indemnity, Directors & Officers, Financial Lines, Utilities, as well as Accident & Health
insurance, to a broad client base. It is a major insurer of many of the country‟s largest companies. With five branches and 400
staff in Australia, ACE has a wealth of local expertise backed by its global reach and breadth of resources.
More information can be found at www.acegroup.com/au.
ACE Group is a registered trademark of ACE Limited.
We are a signatory to the General Insurance Code of Practice (the Code). The Code sets out minimum standards that ACE will
uphold in respect of the products and services that we provide. Further information about the code is available at
www.codeofpractice.com.au and on request.
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About AirAsia X
AirAsia X is a low cost airline company servicing destinations worldwide including routes originating from Australia. AirAsia X
is the service provider for all flights originating from Australia with a flight code pre-fix of D7 (e.g. D7207)
AirAsia X‟s details are as follows:
Authorised Representative No:
Address:
Phone No:
Fascimile:
352895
LCC Terminal, Jalan KLIA S3, Southern Support Zone, KLIA,
64000 Sepang, Selangor Darul Ehsan, Malaysia
+603 8660 4488
+603 8660 4489
AirAsia X has been appointed by ACE as its authorised representative.
ACE has authorised AirAsia X to distribute this FSG and to provide the services listed under the heading “How AirAsia X
provides its services”, on ACE‟s behalf. In providing the relevant services, AirAsia X does not act on your behalf.
ACE is the issuer of the relevant insurance products that AirAsia X promotes, unless ACE or AirAsia X tells you otherwise.
AirAsia X may act for other licensees. If they offer you financial services on behalf of another licensee, they will provide you
with a copy of the relevant FSG in relation to those services.
About AirAsia Indonesia
AirAsia Indonesia is a low cost airline company servicing destinations in Asia including routes originating from Australia.
AirAsia Indonesia is the service provider for all flights originating from Australia with a flight code pre-fix of QZ (e.g. QZ8621).
AirAsia Indonesia‟s details are as follows:
Authorised Representative No:
Address:
Phone No:
Facsimile:
411540
JL Panglima Polim Raya No. 105B, Kramat Pela, Kebavoran
Baru, Jakarta 12130, Indonesia
+62 21 559 4555
+62 21 559 4466
AirAsia Indonesia has been appointed by ACE as its authorised representative.
ACE has authorised AirAsia Indonesia to distribute this FSG and to provide the services listed under the heading “How AirAsia
Indonesia provides its services”, on ACE‟s behalf. In providing the relevant services, AirAsia Indonesia does not act on your
behalf.
ACE is the issuer of the relevant insurance products that AirAsia Indonesia promotes, unless ACE or AirAsia Indonesa tells
you otherwise.
AirAsia Indonesia may act for other licensees. If they offer you financial services on behalf of another licensee, they will
provide you with a copy of the relevant FSG in relation to those services.
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About PT Indonesia AirAsia Extra
PT Indonesia AirAsia Extra is a low cost airline company servicing destinations in Asia including routes originating from
Australia. PT Indonesia AirAsia Extra is the service provider for all flights originating from Australia with a flight code pre-fix of
XT (e.g. XT803). PT Indonesia AirAsia Extra‟s details are as follows:
Authorised Representative No:
Address:
472155
nd
Office Management Building 2 Floor Jalan Marsekal Suryadharma (M1) No. 1
Selapajang Jaya, Neglasari Tangerang 15127, Banten Indonesia
Phone No:
Facsimile:
+62 21 29850888
+62 21 29850898
PT Indonesia AirAsia Extra has been appointed by ACE as its authorised representative.
ACE has authorised PT Indonesia AirAsia Extra to distribute this FSG and to provide the services listed under the heading
“How PT Indonesia AirAsia Extra provides its services”, on ACE‟s behalf. In providing the relevant services, PT Indonesia
AirAsia Extra does not act on your behalf.
ACE is the issuer of the relevant insurance products that AirAsia Indonesia promotes, unless ACE or PT Indonesia AirAsia
Extra tells you otherwise.
PT Indonesia AirAsia Extra may act for other licensees. If they offer you financial services on behalf of another licensee,
they will provide you with a copy of the relevant FSG in relation to those services.
How ACE provides its services
ACE may provide a dealing service, with or without general advice, in relation to the general insurance products that we
distribute.
When ACE issues its own general insurance products, ACE acts on its own behalf, not yours. In dealing with the relevant
product, we will collect information from you to be able to issue it and manage your and ACE‟s rights and obligations under it.
We will also give you factual information about the product to help you decide whether to buy the product.
In some cases we may also make a general recommendation or give an opinion about the product which is not based on our
consideration of your individual objectives, financial situation or needs. In providing a general advice service, we cannot tell you
whether the insurance, or an option within it, is appropriate for you specifically. As a result, you need to consider the
appropriateness of any information or general advice we give you, having regard to your objectives, financial situation and
needs, before acting on it. You need to read the relevant policy documentation (including any PDS) to determine if it is suitable
for you.
How AirAsia X, AirAsia Indonesia and PT Indoensia AirAsia Extra provides its services
AirAsia X is authorised by ACE to provide dealing services, including arranging for the application of, binding and issuing
relevant insurance products relating to travel on AirAsia X flights (i.e. flights with a flight code pre-fix of D7) originating and
departing from Australia, and cancelling those insurance products in limited circumstances. AirAsia Indonesia is authorised by
ACE to provide dealing services, including arranging for the application of, binding and issuing relevant insurance products
relating to travel on AirAsia Indonesia flights (i.e. flights with a flight code prefix of QZ) originating and departing from Australia
and cancelling those insurance products in limited circumstances. AirAsia X and AirAsia Indonesia and PT Indonesia AirAsia
Extra are not permitted to renew or vary insurance products underwritten by ACE.
AirAsia X and AirAsia Indonesia and PT Indonesia AirAsia Extra are also authorised by ACE to provide you with written
“general financial product advice” only, which ACE prepares and approves. This advice is provided by way of marketing
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documents. This permits AirAsia X and AirAsia Indonesia and PT Indonesia AirAsia Extra to market ACE‟s insurance products
with its own logo and brand.
AirAsia X and AirAsia Indonesia and PT Indonesia AirAsia Extra are not authorised to provide you with any other financial
services under ACE‟s AFS licence. In particular, AirAsia X and AirAsia Indonesia and PT Indonesia AirAsia Extra are not
authorised to provide you with personal advice. This means that AirAsia X and AirAsia Indonesia and PT Indonesia AirAsia
Extra will not take into account your objectives, financial situation or needs before providing general advice to you. You wil l
need to consider the appropriateness of any general advice provided by ACE, AirAsia X or AirAsia Indonesia or PT
Indonesia AirAsia Extra in light of your objectives, financial situation and needs. You need to read the relevant policy
documentation (including any PDS) to determine if it is suitable for you.
If you think you have received „personal advice‟, that is, advice that takes into account your personal situation or needs, please
call ACE on 1800 815 675 and ask to speak to the Compliance Manager, as this is not permitted.
AirAsia X and AirAsia Indonesia may send you promotional material advertising its branded insurance products. You can apply
by completing any associated application form. ACE does not receive your contact details from AirAsia X or AirAsia Indonesia
or PT Indonesia AirAsia Extra unless you purchase insurance or contact ACE and provide your details directly to ACE.
How ACE is paid for its services
Payment for the services ACE provides
As the issuer of any insurance policy, we will charge you an agreed premium for that product based on a number of factors
including your risk profile and circumstances (plus relevant taxes and charges) which we will calculate and provide you with
before you buy the product.
Remuneration of our staff
All permanent ACE employees are paid an annual salary. An annual bonus may be paid in some circumstances, which can be
based on performance against sales targets and other performance criteria.
All temporary ACE employees receive hourly wages or such wages otherwise agreed for a fixed term or contract. Performancebased payments may also be paid in some circumstances.
ACE employees may also receive other non-monetary benefits such as attendance at business related conferences, study trips,
other functions or gift vouchers.
Referral to ACE by third parties
In certain cases, we may have a relationship with a third party who we may pay for referring you to us. We may pay them a
referral fee which is a percentage of the net premium of an insurance policy (which is the total premium payable less GST and
Stamp Duty).
This referral fee is already incorporated into the premium payable by you and the amount can vary, depending on the type of
arrangement we have with the third party and the type of insurance product you purchase. The amount we pay them includes a
reimbursement of expenses they incur in performing their role, for example marketing, postage, telephone, printing and call
centre costs.
The referral fee is normally payable to third parties on a monthly or quarterly basis, in arrears.
Further information
You can ask us to give you more particulars of the remuneration or other benefits referred to above within a reasonable period
after receiving this FSG and before we provide you with the financial service to which this FSG relates, unless we agree
otherwise.
How AirAsia X and AirAsia Indonesia and PT Indonesia AirAsia Extra is paid for its services
In referring you to ACE, AirAsia X, or AirAsia Indonesia, or PT Indonesia AirAsia Extra, is paid a percentage of the gross
premium of an insurance policy (which is your total premium payable). This commission is already incorporated into the total
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premium payable by you and can vary, depending on the type of insurance policy you purchase. All commission is normally
payable on a monthly basis, in arrears.
You can ask us to give you more particulars of the remuneration (including commission) or other benefits referred to above
within a reasonable period after receiving this FSG and before you are provided with the financial service to which this FSG
relates, unless we agree otherwise
Compensation arrangements
We are an insurance company authorised under the Insurance Act 1973 (Insurance Act) to carry on general insurance business
in Australia by the Australian Prudential Regulation Authority (APRA) and are subject to the prudential requirements of the
Insurance Act. The Insurance Act contains prudential standards and practices designed to ensure that, under all reasonable
circumstances, financial promises made by Us are met within a stable, efficient and competitive financial system.
Because of this:

the protection provided under the Financial Claims Scheme legislation applies in relation to Us and the Policy. If We
were to fail and were unable to meet Our obligations under the Policy, a person entitled to claim under insurance cover
under the Policy may be entitled to payment under the Financial Claims Scheme (access to the Scheme is subject to
eligibility criteria). Information about the Financial Claims Scheme can be obtained from the APRA website at
http://www.apra.gov.au and the APRA hotline on 1300 55 88 49; and

We are exempted by the Corporations Act 2001 from the requirement to meet the compensation arrangements
Australian financial services licensees must have in place to compensate retail clients for loss or damage suffered
because of breaches by the licensee or its representatives of Chapter 7 of that Act. We have compensation
arrangements in place that are in accordance with the Insurance Act.
Your Privacy
ACE and AirAsia X and AirAsia Indonesia and PT Indonesia AirAsia Extra are committed to protecting your privacy. ACE and
AirAsia X and AirAsia Indonesia and PT Indonesia AirAsia Extra collect, use and retain personal information in accordance with
the Australian Privacy Principles and the Privacy Act 1988 (Cth). Our detailed privacy policies are available on our respective
websites at www.acegroup.com/au and www.airasia.com.au
Personal Information Handling Practices
Collection, Use and Disclosure
We collect personal information (which may include sensitive information such as health information) when you are applying for,
changing or renewing an insurance policy with us or when we are processing a claim in order to help us properly administrate
your insurance application, policy or claim.
We will generally collect an individual‟s personal information only from that person except when it is unreasonable or
impracticable for us to do so. Sometimes we collect personal information from a third party (which may include a person or
entity with whom we have a distribution partnership or other business relationship), or from a publicly available source, but only
if the individual has consented to such collection or would reasonably expect us to collect their personal information in this way.
The primary purpose for our collection and use of your personal information is to enable us to provide insurance services to you.
Sometimes, we may use your personal information for our marketing campaigns, in relation to new products, services or
information that may be of interest to you.
We may also disclose your personal information to third parties, including service providers engaged by us to carry out certain
business activities on our behalf (such as assessors and call centres in Australia), other companies within our groups of
companies, other insurers, our reinsurers, medical and health practitioners, government agencies and regulators (where we are
required to by law), law enforcement bodies and agents and/or representatives of persons covered under our Policies. Some of
these third parties may be located outside Australia. In particular, certain business process functions of ACE are performed by a
dedicated servicing unit located in the Philippines. Lists of countries in which recipients of your information are likely to be
located are available at our respective websites.
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In all instances where personal information may be disclosed to third parties who may be located overseas, in addition to any
local data privacy laws to which those entities are subject, we have measures in place to ensure that those parties hold and use
such information in accordance with the consent provided by the individual and in accordance with our obligations under the
Privacy Act.
Your Choices
In dealing with us, you agree to us using and disclosing your personal information as set out in this statement and our
respective Privacy Policies. This consent remains valid unless you alter or revoke it by giving written notice to our Privacy
Officers. However, should you choose to withdraw your consent it is important for you to understand that this may mean we may
not be able to provide you with insurance or to respond to any claim.
How to Contact Us
If you would like to access a copy of your personal information, or to correct or update your personal information, please contact
ACE‟s customer relations team on 1800 815 675 or email travel.au@acegroup.com
If you have a complaint or want more information about how:
i.
ii.
iii.
ACE is managing your personal information, please contact the Privacy Officer, ACE Insurance Limited, GPO Box
4907, Sydney NSW 2001, Tel: (+61 2) 9335 3200 or email privacy. AU@acegroup.com.
AirAsia X is managing your personal information, please contact the Privacy Officer,
enquiry.au@airasiainsure.com
AirAsia Indonesia and PT Indonesia AirAsia Extra are managing your personal information, please contact the Privacy
Officer enquiry.id@airasiainsure.com,
Complaints and Dispute Resolution
ACE takes the concerns of its customers very seriously and has detailed complaint handling and dispute resolution procedures
that You may access, at no cost to You. To obtain a copy of Our procedures, please contact Us on 1800 815 675 or email
Complaints.AU@acegroup.com. To assist ACE with Your enquiries, please provide Us with Your claim or policy number (if
applicable) and as much information You can about the reason for Your complaint or dispute. ACE‟s complaints and dispute
procedures are as follows:
Stage 1 - Complaint Handling Procedure
If You are dissatisfied with any of ACE‟s products or services and You wish to lodge a complaint, please contact Us at:
The Complaints Officer
ACE Insurance Limited
Postal address:
GPO Box 4907 Sydney NSW 2001
Telephone:
1800 815 675
Facsimile:
(+61 2) 9335 3467
Email:
Complaints.AU@acegroup.com
We will respond to Your complaint within 15 business days, or if further investigation or information is required, We will work
with You to agree on reasonable alternative timeframes.
Stage 2 – Dispute Resolution Procedure
If You are dissatisfied with Our response to Your complaint, You may ask that Your complaint be treated as a dispute and
referred to ACE‟s dispute resolution team at:
Internal Dispute Resolution Service
ACE Insurance Limited
Postal address:
GPO Box 4907 Sydney NSW 2001
Telephone:
(+61 2) 9335 3200
Facsimile:
(+61 2) 9335 3467
Email:
DisputeResolution.AU@acegroup.com
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We will respond to Your dispute within 15 business days, or if further investigation or information is required, We will work with
You to agree on reasonable alternative timeframes.
Stage 3 - External Dispute Resolution
If Your complaint or dispute is not resolved to Your satisfaction or a final response has not been provided within 45 days, You
may refer the matter to the Financial Ombudsman Service (FOS) for review. FOS provides a free and independent dispute
resolution service for consumers who have general insurance disputes falling within its terms of reference and its contact details
are:
Postal address:
Telephone:
Facsimile:
E-mail:
Web:
Financial Ombudsman Service
GPO Box 3, Melbourne VIC 3001
1300 780 808
(+61 3) 9613 6399
info@fos.org.au
www.fos.org.au
How to contact ACE
If you would like to obtain further information, provide us with instructions, or if you have any queries about the financial
products and services we are authorised to provide, please contact us on 1800 815 675 or by e-mail at
travel.au@acegroup.com.
Please retain this document along with your current policy documentation in a safe place for your future reference.
This FSG was prepared by ACE and AirAsia X and AirAsia Indonesia and PT Indonesia AirAsia Extra on 12 March 2014.
Version: 14FSGACEAA03
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