scheme agents 

A Scheme Agent must be approved by the HBCF to handle insurance in New South Wales on behalf of HBCF insurance.
 
The Scheme Agent is required, without limitation to;
  • manage underwriting and claims within its portfolio to achieve the HBCF objectives
  • limit the HBCF exposures to appropriately underwrite builders on behalf of the HBCF
  • minimise claims costs, and
  • deliver a high quality service to consumers and builders.  

Each Scheme Agent has their own internal complaint handling procedures that are approved by the HBCF. The Complaints and Disputes Handling Procedures explains how hbcf and its Scheme Agents handle complaints and disputes in relation to standards of service, underwriting decisions and decisions on claims. The procedures also sets out the role and operation of underwriting and claims committees established by HBCF and its Scheme Insurance Agents.

HBCF has also appointed Claims Managers who provide claims management services for and on behalf of HBCF. Claims Managers are expected to contribute to the delivery of the Fund's objectives. A Claims Manager is required to act reasonably and appropriately within its authorisation at all times.
 
Approved Distributors must have executed Distribution Deed with at least one approved Scheme Agent if they wish to undertake HBCF insurance in NSW. During the eligibility assessment process, the scheme agent may be required to deal directly with the builder where clarity or further particulars are required. As a courtesy, they should copy the distributor into their communications with the builder.
 
Contact details for the current Scheme Agents are available here. The current list of approved distributors is available here.