Financial Services Guide Air Asia

A guide to our relationship with you

1 Financial Services Guide Air Asia

About this This is a combined FSG issued by About Chubb Insurance Australia Chubb Insurance Australia Limited Limited (Chubb) Financial (Chubb), AirAsia X Sdn Bhd (AirAsia X) and PT AirAsia (AirAsia Chubb is an Australian fi nancial Services Guide Indonesia) and PT Indonesia services licensee authorised to deal Air Asia Extra (Indonesia AirAsia Extra). in and provide advice in relation to (FSG) general insurance products. The purpose of this FSG is to help Our details are as follows: you to make an informed decision about whether to use the fi nancial ABN: 23 001 642 020 services Chubb, AirAsia X and AirAsia Australian Financial Services (AFS) Indonesia and PT Indonesia AirAsia Licence Number: 239687 Extra can provide to you. It contains Head Offi ce: information on: Grosvenor Place Level 38, 225 George Street • who Chubb, AirAsia X and AirAsia Sydney NSW 2000 Indonesia and PT Indonesia AirAsia Postal address: Extra are and how we can be GPO Box 4907 Sydney NSW 2001 contacted or given instructions; O 1800 815 675 • the services Chubb, AirAsia X and F +61 2 9335 3467 AirAsia Indonesia and PT Indonesia E [email protected] AirAsia Extra off er to you and how they are provided; Chubb is the world’s largest publicly • how Chubb, AirAsia X and AirAsia traded property and casualty insurance Indonesia and PT Indonesia AirAsia company. With operations in 54 Extra and other relevant persons are countries, Chubb provides commercial remunerated; and personal property and casualty • Chubb’s compensation arrangements; insurance, personal accident and • our commitment to protecting your supplemental health insurance, privacy; reinsurance and life insurance to • how complaints are dealt with; and a diverse group of clients. As an • other disclosure documents you may underwriting company, we assess, also receive. assume and manage risk with insight and discipline. We service and pay Other disclosure documents you may our claims fairly and promptly. also receive The company is also defi ned by its Where required, you will also be given extensive product and service off erings, a Product Disclosure Statement (PDS) broad distribution capabilities, before or at the time you acquire exceptional fi nancial strength and local any product as a retail client. The operations globally. Parent company PDS contains information on the Chubb Limited is listed on the New relevant risks, benefi ts and signifi cant York Stock Exchange (NYSE: CB) and characteristics of the product and is is a component of the S&P 500 index. designed to assist you in making an Chubb maintains executive offi ces in informed decision about whether to Zurich, New York, London and other buy the product or not. locations, and employs approximately 31,000 people worldwide.

Chubb, via acquisitions by its predecessor companies, has been present in Australia for over 50 years. Its operations in Australia (Chubb Insurance Australia Limited) provide specialised and customised coverages, including Marine, Property, Liability,

2 Energy, Professional Indemnity, Chubb is the issuer of the relevant About PT Indonesia AirAsia Extra Directors & Offi cers, Financial Lines, insurance products that AirAsia X Utilities, as well as Accident & Health promotes, unless Chubb or AirAsia X PT Indonesia AirAsia Extra is a low insurance, to a broad client base. tells you otherwise. cost company servicing Chubb is a major insurer of many of destinations in Asia including routes he country’s largest companies. With AirAsia X may act for other licensees. originating from Australia. PT Indonesia fi ve branches and over 400 staff in If they off er you fi nancial services on AirAsia Extra is the service provider for Australia, it has a wealth of local behalf of another licensee, they will all fl ights originating from Australia with expertise backed by its global reach provide you with a copy of the relevant a fl ight code pre-fi x of XT (e.g. XT803). and breadth of resources. FSG in relation to those services. PT Indonesia AirAsia Extra’s details are as follows: More information can be found at www.chubb.com/au About AirAsia Indonesia Authorised Representative No: 472155 Address: Offi ce Management Building General Insurance Code of Practice AirAsia Indonesia is a low cost airline 2nd Floor Jalan Marsekal Suryadharma We are a signatory to the General company servicing destinations in (M1) No. 1 Selapajang Jaya, Neglasari Insurance Code of Practice (the Code). Asia including routes originating 15127, Banten Indonesia The objectives of the Code are to from Australia. AirAsia Indonesia is O +62 21 29850888 further raise standards of service the service provider for all fl ights F +62 21 29850898 and promote consumer confidence originating from Australia with a fl ight in the general insurance industry. code pre-fi x of QZ (e.g. QZ8621). PT Indonesia AirAsia Extra has Further information about the Code been appointed by Chubb as its and your rights under it is available AirAsia Indonesia’s details are as authorised representative. at www.codeofpractice.com.au and follows: on request. Chubb has authorised PT Indonesia Authorised Representative No: 411540 AirAsia Extra to distribute this FSG and Address: JL Panglima Polim Raya No. to provide the services listed under the About AirAsia X 105B, Kramat Pela, Kebavoran Baru, heading “How PT Indonesia AirAsia 12130, Indonesia Extra provides its services”, on Chubb’s AirAsia X is a low cost airline company O +62 21 559 4555 behalf. In providing the relevant servicing destinations worldwide F +62 21 559 4466 services, PT Indonesia AirAsia Extra including routes originating from does not act on your behalf. Australia. AirAsia X is the service AirAsia Indonesia has been appointed by provider for all fl ights originating Chubb as its authorised representative. Chubb is the issuer of the relevant from Australia with a fl ight code insurance products that AirAsia pre-fi x of D7 (e.g. D7207) AirAsia X’s Chubb has authorised AirAsia Indonesia Indonesia promotes, unless Chubb details are as follows: to distribute this FSG and to provide the or PT Indonesia AirAsia Extra tells services listed under the heading “How you otherwise. Authorised Representative No: 352895 AirAsia Indonesia provides its services”, Address: LCC Terminal, Jalan KLIA S3, on Chubb’s behalf. In providing the PT Indonesia AirAsia Extra may act Southern Support Zone, KLIA, 64000 relevant services, AirAsia Indonesia for other licensees. If they off er you Sepang, Darul Ehsan, does not act on your behalf. fi nancial services on behalf of another O +603 8660 4488 licensee, they will provide you with a F +603 8660 4489 Chubb is the issuer of the relevant copy of the relevant FSG in relation to insurance products that AirAsia those services. AirAsia X has been appointed by Chubb Indonesia promotes, unless Chubb or as its authorised representative. AirAsia Indonesa tells you otherwise.

Chubb has authorised AirAsia X to AirAsia Indonesia may act for other distribute this FSG and to provide licensees. If they off er you fi nancial the services listed under the heading services on behalf of another licensee, “How AirAsia X provides its services”, they will provide you with a copy on Chubb’s behalf. In providing the of the relevant FSG in relation to relevant services, AirAsia X does not those services. act on your behalf.

3 Financial Services Guide Air Asia

How Chubb provides its services relevant insurance products relating to AirAsia X and AirAsia Indonesia travel on AirAsia Indonesia fl ights (i.e. may send you promotional material Chubb may provide a dealing service, fl ights with a fl ight code prefi x of QZ) advertising its branded insurance with or without general advice, in originating and departing from Australia products. You can apply by completing relation to the general insurance and cancelling those insurance products any associated application form. products that we distribute. in limited circumstances. AirAsia X and Chubb does not receive your contact AirAsia Indonesia and PT Indonesia details from AirAsia X or AirAsia When Chubb issues its own general AirAsia Extra are not permitted to Indonesia or PT Indonesia AirAsia insurance products, Chubb acts on its renew or vary insurance products Extra unless you purchase insurance own behalf, not yours. In dealing with underwritten by Chubb. or contact Chubb and provide your the relevant product, we will collect details directly to Chubb. information from you to be able to issue AirAsia X and AirAsia Indonesia and it and manage your and Chubb’s rights PT Indonesia AirAsia Extra are also and obligations under it. We will also authorised by Chubb to provide you How Chubb is paid for its services give you factual information about the with written “general fi nancial product product to help you decide whether to advice” only, which Chubb prepares Payment for the services Chubb buy the product. and approves. This advice is provided provides by way of marketing documents. As the issuer of any insurance policy, In some cases we may also make a This permits AirAsia X and AirAsia we will charge you an agreed premium general recommendation or give an Indonesia and PT Indonesia AirAsia for that product based on a number opinion about the product which is Extra to market Chubb’s insurance of factors including your risk profi le not based on our consideration of your products with its own logo and brand. and circumstances (plus relevant taxes individual objectives, fi nancial situation and charges) which we will calculate or needs. In providing a general advice AirAsia X and AirAsia Indonesia and and provide you with before you buy service, we cannot tell you whether PT Indonesia AirAsia Extra are not the product. the insurance, or an option within authorised to provide you with any it, is appropriate for you specifi cally. other fi nancial services under Chubb’s Remuneration of our staff As a result, you need to consider the AFS licence. In particular, AirAsia X and All permanent Chubb employees are appropriateness of any information AirAsia Indonesia and PT Indonesia paid an annual salary. An annual bonus or general advice we give you, having AirAsia Extra are not authorised to may be paid in some circumstances, regard to your objectives, fi nancial provide you with personal advice. which can be based on performance situation and needs, before acting on This means that AirAsia X and AirAsia against sales targets and other it. You need to read the relevant policy Indonesia and PT Indonesia AirAsia performance criteria. documentation (including any PDS) to Extra will not take into account your determine if it is suitable for you. objectives, fi nancial situation or needs All temporary Chubb employees receive before providing general advice to hourly wages or such wages otherwise you. You will need to consider the agreed for a fi xed term or contract. How AirAsia X, AirAsia Indonesia appropriateness of any general advice Performance-based payments may and PT Indoensia AirAsia Extra provided by Chubb, AirAsia X or AirAsia also be paid in some circumstances. provides its services Indonesia or PT Indonesia AirAsia Extra in light of your objectives, fi nancial Chubb employees may also receive AirAsia X is authorised by Chubb to situation and needs. You need to read other non-monetary benefi ts such provide dealing services, including the relevant policy documentation as attendance at business related arranging for the application of, (including any PDS) to determine if it is conferences, study trips, other functions binding and issuing relevant insurance suitable for you. or gift vouchers. products relating to travel on AirAsia X fl ights (i.e. fl ights with a fl ight If you think you have received “personal Referral to Chubb by third parties code pre-fi x of D7) originating and advice”, that is, advice that takes into In certain cases, we may have a departing from Australia, and cancelling account your personal situation or relationship with a third party who we those insurance products in limited needs, please call Chubb on 1800 815 may pay for referring you to us. We circumstances. AirAsia Indonesia is 675 and ask to speak to the Compliance may pay them a referral fee which is a authorised by Chubb to provide dealing Manager, as this is not permitted. percentage of the net premium services, including arranging for the of an insurance policy (which is the application of, binding and issuing total premium payable less GST and Stamp Duty).

4 This referral fee is already incorporated Compensation arrangements Your Privacy into the premium payable by you and the amount can vary, depending on the We are an insurance company Chubb and AirAsia X and AirAsia type of arrangement we have with the authorised under the Insurance Act Indonesia and PT Indonesia AirAsia third party and the type of insurance 1973 (Insurance Act) to carry on general Extra are committed to protecting product you purchase. The amount we insurance business in Australia by your privacy. Chubb and AirAsia X and pay them includes a reimbursement the Australian Prudential Regulation AirAsia Indonesia and PT Indonesia of expenses they incur in performing Authority (APRA) and are subject to AirAsia Extra collect, use and retain their role, for example marketing, the prudential requirements of the personal information in accordance postage, telephone, printing and call Insurance Act. The Insurance Act with the Australian Privacy Principles centre costs. contains prudential standards and and the Privacy Act 1988 (Cth). Our practices designed to ensure that, detailed privacy policies are available on The referral fee is normally payable to under all reasonable circumstances, our respective websites at www.chubb. third parties on a monthly or quarterly fi nancial promises made by Us are met com/au and www..com.au basis, in arrears. within a stable, effi cient and competitive fi nancial system. Personal Information Handling Further information Practices You can ask us to give you more Because of this: Collection, Use and Disclosure particulars of the remuneration or We collect personal information (which other benefi ts referred to above within • the protection provided under the may include sensitive information such a reasonable period after receiving this Financial Claims Scheme legislation as health information) when you are FSG and before we provide you with applies in relation to Us and the applying for, changing or renewing an the fi nancial service to which this FSG Policy. If We were to fail and were insurance policy with us or when we are relates, unless we agree otherwise. unable to meet Our obligations under processing a claim in order to help us the Policy, a person entitled to claim properly administrate your insurance under insurance cover under the application, policy or claim. How AirAsia X and AirAsia Indonesia Policy may be entitled to payment and PT Indonesia AirAsia Extra is under the Financial Claims Scheme We will generally collect an paid for its services (access to the Scheme is subject to individual’s personal information eligibility criteria). Information about only from that person except when In referring you to Chubb, AirAsia X, the Financial Claims Scheme can be it is unreasonable or impracticable or AirAsia Indonesia, or PT Indonesia obtained from the APRA website at for us to do so. Sometimes we collect AirAsia Extra, is paid a percentage of http://www.apra.gov.au and the APRA personal information from a third the gross premium of an insurance hotline on 1300 55 88 49; and party (which may include a person policy (which is your total premium • We are exempted by the Corporations or entity with whom we have a payable). This commission is already Act 2001 from the requirement to distribution partnership or other incorporated into the total premium meet the compensation arrangements business relationship), or from a payable by you and can vary, depending Australian fi nancial services licensees publicly available source, but only if on the type of insurance policy you must have in place to compensate the individual has consented to such purchase. All commission is normally retail clients for loss or damage collection or would reasonably expect payable on a monthly basis, in arrears. suff ered because of breaches by us to collect their personal information the licensee or its representatives in this way. The primary purpose for You can ask us to give you more of Chapter 7 of that Act. We have our collection and use of your personal particulars of the remuneration compensation arrangements in information is to enable us to provide (including commission) or other place that are in accordance with the insurance services to you. Sometimes, benefi ts referred to above within a Insurance Act. we may use your personal information reasonable period after receiving this for our marketing campaigns, in relation FSG and before you are provided with to new products, services or information the fi nancial service to which this FSG that may be of interest to you. relates, unless we agree otherwise. We may also disclose your personal information to third parties, including service providers engaged by us to carry out certain business activities on

5 Financial Services Guide Air Asia

our behalf (such as assessors and call If you have a complaint or want more Stage 1 – Complaint Handling centres in Australia), other companies information about how: Procedure within our groups of companies, If you are dissatisfi ed with any aspect of other insurers, our reinsurers, 1. Chubb is managing your personal your relationship with Chubb including medical and health practitioners, information, please contact the our products or services and wish to government agencies and regulators Privacy Offi cer, Chubb Insurance make a complaint, please contact us at: (where we are required to by law), law Australia Limited, GPO Box 4907, enforcement bodies and agents and/ Sydney NSW 2001, The Complaints Offi cer or representatives of persons covered Tel: (+61 2) 9335 3200 or Chubb Insurance Australia Limited under our Policies. Some of these third email privacy. [email protected] GPO Box 4065 parties may be located outside Australia. Sydney NSW 2001 In particular, certain business process 2. AirAsia X is managing your O 1800 815 675 functions of Chubb are performed by personal information, please E [email protected] a dedicated servicing unit located in contact the Privacy Offi cer, the Philippines. Lists of countries in [email protected] The members of our complaint handling which recipients of your information are team are trained to handle complaints likely to be located are available at our 3. AirAsia Indonesia and PT Indonesia fairly and effi ciently. respective websites. AirAsia Extra are managing your personal information, please Please provide us with your claim or In all instances where personal contact the Privacy Offi cer policy number (if applicable) and as information may be disclosed to third [email protected] much information as you can about the parties who may be located overseas, in reason for your complaint. addition to any local data privacy laws to which those entities are subject, we have Complaints and Dispute Resolution We will investigate your complaint and measures in place to ensure that those keep you informed of the progress of parties hold and use such information in We take the concerns of our customers our investigation. We will respond to accordance with the consent provided very seriously and have detailed your complaint in writing within fi fteen by the individual and in accordance with complaint handling and internal (15) business days provided we have our obligations under the Privacy Act. dispute resolution procedures that you all necessary information and have can access. Please note that if we have completed any investigation required. Your Choices resolved your initial complaint In cases where further information or In dealing with us, you agree to us to your satisfaction by the end of the investigation is required, we will work using and disclosing your personal 5th business day after we have received with you to agree reasonable alternative information as set out in this statement it, and you have not requested that time frames and, if We cannot agree, and our respective Privacy Policies. This we provide you a response in writing, you may request that your complaint consent remains valid unless you alter the following complaint handling and is taken to Stage 2 and referred to Our or revoke it by giving written notice to internal dispute resolution process internal dispute resolution team. We our Privacy Offi cers. However, should does not apply. The exemption to the will otherwise keep you informed about you choose to withdraw your consent complaints process does not apply to the progress of our response at least it is important for you to understand complaints regarding a declined claim, every ten (10) business days, unless you that this may mean we may not be able the value of a claim, or about fi nancial agree otherwise. to provide you with insurance or to hardship. The exemption to the respond to any claim. complaints process does not apply to complaints regarding a declined How to Contact Us claim, the value of a claim, or about If you would like to access a copy of fi nancial hardship. your personal information, or to correct or update your personal information, please contact Chubb’s customer relations team on 1800 815 675 or email [email protected]

6 Stage 2 – Internal Dispute Resolution Stage 3 – External Dispute Resolution How to contact Chubb Procedure If you are dissatisfi ed with our internal If you advise us that you wish to dispute determination, or we are unable If you would like to obtain further take your complaint to Stage 2, to resolve your complaint or dispute information, provide us with your complaint will be reviewed by to your satisfaction within forty-fi ve (45) instructions, or if you have any queries members of our internal dispute days, you may refer your complaint or about the fi nancial products and resolution team, who are independent dispute to FOS, subject to its Terms services we are authorised to provide, to our complaint handling team and of Reference. please contact us on 1800 815 675 or by are committed to reviewing disputes e-mail at [email protected]. objectively, fairly and effi ciently. FOS is an independent external dispute resolution scheme approved by the Please retain this document along with You may contact our internal dispute Australian Securities and Investments your current policy documentation in a resolution team by phone, fax or post Commission (ASIC). We are a member safe place for your future reference. (as below), or email at: of this scheme and we agree to be bound by its determinations about a This FSG was prepared by Chubb and Internal Dispute Resolution Service dispute. Where a dispute is covered AirAsia X and AirAsia Indonesia and PT Chubb Insurance Australia Limited by the FOS Terms of Reference, Indonesia AirAsia Extra on 14 September GPO Box 4065 the General Insurance Division of 2016. Version: 16FSGACEAA01 Sydney NSW 2001 FOS off ers a free and accessible dispute O +61 2 9335 3200 resolution service to consumers. F +61 2 9335 3411 E [email protected] You may contact FOS at any time at:

Please provide us with your claim or Financial Ombudsman Service Australia policy number (if applicable) and as GPO Box 3 much information as you can about Melbourne VIC 3001 the reason for your dispute. O 1800 367 287 F +61 3 9613 6399 We will keep you informed of the E [email protected] progress of our review of your dispute www.fos.org.au at least every ten (10) business days and will respond to your dispute in If you would like to refer your dispute writing within fi fteen (15) business to FOS you must do so within 2 years days, provided we have all necessary of the date of our internal dispute information and have completed any determination. FOS may still consider investigation required. In cases where a dispute lodged after this time if further information or investigation is FOS considers that exceptional required, we will work with you to agree circumstances apply. reasonable alternative time frames. If we cannot agree, you may refer your If FOS advises you that the FOS Terms dispute to FOS as detailed below. of Reference do not extend to you or your dispute, you can seek independent legal advice or access any other external dispute resolution options that may be available to you.

7 About Chubb in Australia Contact Us

Chubb is the world’s largest publicly Chubb Insurance Australia Limited traded property and casualty insurer. ABN: 23 001 642 020 AFSL: 239687 Chubb, via acquisitions by its predecessor companies, has been Grosvenor Place present in Australia for over Level 38, 225 George Street 50 years. Its operations in Australia Sydney NSW 2000 (Chubb Insurance Australia Limited) O +61 2 9335 3200 provide specialised and customised F +61 2 9335 3411 coverages include Marine, Property, www.chubb.com/au Liability, Energy, Professional Indemnity, Directors & Offi cers, Financial Lines, Utilities as well as Accident & Health, for a broad client base, including many of the country’s largest companies.

More information can be found at www.chubb.com/au.

Financial Services Guide Air Asia, Australia. Published 11/2016. Chubb® its logos, and Chubb.Insured.SM are protected trademarks of Chubb. www.chubb.com/au

Chubb07-35-1116