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Frequently Asked Questions

DUAL Australia has built a market reputation as a specialist underwriting agency and market of choice. In our changing world where people risk is an ever growing and complex issue, DUAL aims to create and deliver the right products backed by specialist advice and service.
Who is DUAL?

DUAL Australia is a specialty lines Underwriting Agency with product offerings across Financial Lines, Accident & Health and General Liability. Our parent company, DUAL International, is the world’s largest international underwriting agency and Lloyd’s largest international coverholder. We have four offices across Australia in Sydney, Melbourne, Perth and Brisbane, and employ more than 120 people.

What sets DUAL apart?

DUAL has always focused on growing markets and not market share by addressing uninsured exposures, challenging the status quo and delivering simple and innovative insurance solutions to our Brokers and Insureds.

What is DUAL's Appetite?

DUAL has product offerings across Financial Lines, Accident & Health and General Liability and focuses on SME and mid-market businesses. For further information on DUALs appetite or product specific parameters, please contact your local DUAL Underwriter.

Who does DUAL underwrite on behalf of?

DUAL underwrites on behalf of certain underwriters at Lloyd’s London and are supported by over 20 capacity providers including insurers, reinsurers and Lloyd’s syndicates.

Can DUAL assist me with finding the cover for my client?

DUAL have a range of product offerings across Financial Lines, Accident & Health and General Liability. To find the right cover for your client, please refer to the range of Products available on our website or contact your local DUAL Underwriter to discuss.

Where is DUAL located?

DUAL has 4 offices around Australia in Sydney, Melbourne, Brisbane and Perth. To find your nearest DUAL office, please click here.

How do I know who to contact?

Please refer to our Contacts page on our website where you are able to search for your local contact by department and/or state.

Are there any jobs available?

DUAL are always on the lookout for new talent. To find a list of jobs currently available, please refer to our Careers page on our website.

Additional Services

What is the DUAL School?

DUAL School is our education portal for Brokers to access news, blogs, webinars and video demonstrations 24/7. DUAL School also contains the Broker Toolbox, a collection of various apps that assist our Brokers in making their jobs more efficient in the office, on the road or with their clients. To access the DUAL School please refer to our website.

Do I need a login to access DUAL School?

DUAL School is available to everyone through our website. All our content is available to the public however in order to view our webinars you will need to have a password. Please contact your local DUAL Underwriter for further details.

Webinars

How do I sign up for webinars?

Announcements are sent to our marketing database letting them know about upcoming webinars and links to register. Available webinars will also be shown on DUAL School with a link to register.

Do I need to pay to attend a webinar?

Webinars are free to attend for all of our supporting brokers.

I watched a webinar – how are CPD points issued?

CPD points will be issued following the completion of a webinar to all those who registered and logged in under their name.

If you logged in under a different name i.e. one of your colleagues, an automated email will be sent out following the completion of the webinar with a form for each individual to complete and send back in order to receive their CPD points.

I watched a webinar with a group of my colleagues under a different login, will I still get points?

An automated email is sent out following the completion of each webinar. This includes a form for each individual to complete and send back in order to receive their CPD points.

If I missed a webinar can I still listen to it?

Of course. All our webinars are available on DUAL School for our supporting brokers. Please note that a password is required in order to access our webinars.

For further information, please contact your local DUAL Underwriter.

Accounts

How do I contact your Accounts Team?

Please refer to our Contacts page on our website where you are able to search for your local contact by department and/or state.

What are DUAL's credit terms?

DUAL's credit terms are 60 days from binding. Policies which are not paid for upon 60 days from binding will be automatically cancelled.

Broker WebRater Quoting & Binding

What is the WebRater?

The DUAL WebRater is a full policy life cycle online platform, which allows brokers to obtain instant quotations and bindings 24 hours a day, 365 days a year for 13 different products. The WebRater has been used by over 14,000 users and provides Brokers with our most competitive terms.

What products are available on the WebRater?

The WebRater provides quotes and policies for 13 different products across Financial Lines, Accident & Health and General Liability. These include:

 

  • Management Liability
    • Platinum
    • Gold
    • Sole Traders & Partnerships
  • Professional Indemnity
    • Accountants
    • Consultants
    • Designers
    • Engineers
    • Finance
    • Real Estate Agents
  • Information Technology
  • Cyber
    • Platinum
    • Gold
  • Corporate Travel
  • Voluntary Workers
  • Personal Accident
    • Individual Personal Accident
    • Over 65’s Personal Accident
  • Resource Liability

 

For further information on any of these products, please refer to our website or alternatively, please feel free to contact your local DUAL Underwriter.

Who has access to the WebRater?

Access to the DUAL WebRater is available to all brokers at a business that has a trading agreement with DUAL. Each brokerage has a unique username and password.

How do I find out what my login details are?

If you have misplaced your login details, or require them to be reset, please contact your local DUAL Underwriter for assistance.

Can I get training on DUAL products and WebRater?

Of course. Please refer to DUAL School for a number of training and demonstration videos on how to quote and bind a policy on the WebRater.

You can also refer to the individual Product pages on our website for marketing materials and further information on each product.

Alternatively, please feel free to contact your local DUAL Underwriter to arrange training.

How do I sign up for the WebRater access?

To access the DUAL WebRater you will need a login and password.

If you don’t currently have a login, please visit our website www.dualaustralia.com.au and click on the ‘WebRater Sign up’ button and complete the “Apply for WebRater Today’ form. A DUAL underwriter will then contact you to provide you with your login details. 

Alternatively, feel free to contact us via email at DualEnquiries@dualaustralia.com.au or by phone on 1300 769 772.

Claims

How do I contact your claims department?

Please refer to our Contacts page on our website where you are able to search for your local contact by department and/or state or alternatively, please contact us on (02) 9248 6300 to be put through to one of our friendly claims team or email the team at claims@dualaustralia.com.au

Can I submit a claim online?

Yes you can, please send through an email at claims@dualaustralia.com.au or contact on (02) 9248 6300 to be put through to one of our friendly claims team.

Can a client deal directly with DUAL regarding a claim or do they need to go through their broker?

Due to our licensing agreement, DUAL is unable to deal directly with the public and all clients will need to contact their Broker.

If you are after an update on your claim, please contact your Broker who will be able to request this from DUAL on your behalf.

Do you have 24/7 Cyber Response Team/Incident Hotline?

Yes. DUAL Australia has partnered with Charles Taylor to manage all cyber incidents from initial notification through to resolution. We work with a dedicated breach response team which includes specialist Lawyers, IT Forensic Investigators, Forensic Accountants and Consultants, who all have significant experience to ensure the best outcome for the Insured.


In order to ensure that security/privacy breaches are managed efficiently and effectively, policyholders are able to make notifications via the following methods:

Phone: Charles Taylor Adjusting in the first instance on 1300 004 880; or

Send an email to: cyber@ctplc.com

Who are your Third Party Claims Handlers for Accident & Health?

DUAL’s Accident and Health claims are handled by specialist third party claims handlers with significant industry experience. Our claims handlers specialise in different products and work directly with DUAL to ensure all claims are handled in an expert manner.

Who is DUAL's emergency assistance for Corporate Travel?

Australasian Assistance Pty Ltd operates on behalf of our clients as DUAL Assist and are your Emergency Assistance provider, available 24 hours a day, 7 days a week. For further information on DUAL Assist, please click here.

Who do I contact whilst travelling regarding a Corporate Travel claim?

If an insured person requires emergency assistance overseas, a free reverse charge call to DUAL Assist anytime from anywhere in the world will put them in touch with our emergency operations team.


Contact DUAL Assist on:

Phone: +61 2 8016 9210

Text/SMS: +61 488 863 244

Fax: +61 2 8016 9250

Email: dualassist@ausassistance.com.au


To place a reverse charge call, contact the local operator and request to be put through to +61 2 8016 9210.

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