If you have a complaint about our service, products or a claim, simply contact us and ask to speak with our Complaints Officer on (07) 3442 3333.
If you are not satisfied with our response to your complaint, you can ask to have the matter referred to our internal dispute resolution process. We will ask you to complete a Complaint Report Form and your complaint will be reviewed by our Complaints Review Panel, who will write to you within 15 working days advising the outcome of the review and reasons for the decision, provided we have all necessary information and have completed any investigation required.
Lloyd’s Policies Complaints and Dispute Resolution process
Where you are insured by Lloyd’s Australia and you are not satisfied with the way your complaint has been dealt with, you should contact:
Lloyd’s Australia Limited
9/1 O’Connell St,
Sydney NSW 2000
Telephone: + 61 (02) 8298 0783
Facsimile: + 61 (02) 8298 0788
For further information about how your complaint will be handled by Lloyd’s Australia, please refer to the Lloyd’s Leaflet on “What to do if you have a Complaint”
All complaints and disputes procedures follow the requirements of the General Insurance Code of Practice.
Other Policies Complaints and Dispute Resolution process
We will keep you informed of the progress of our review at least every 10 working days and give you our response in writing within 15 working days provided we have all necessary information and have completed any investigation required.
If you are unhappy with our response or we cannot agree on reasonable timeframe alternatives, you can refer the matter to the Australian Financial Complaints Authority, an independent free service of which we are a member.
The Australian Financial Complaints Authority (AFCA) will review our decision in accordance with their terms of reference. You are not bound by their decision; however, we are bound to act immediately on AFCA’s decision.
Brochures outlining the operations of AFCA are available from us or the Insurance Council of Australia in your State or Territory. You can phone AFCA from anywhere in Australia on 1800 931 678 or write to them at:
Download a copy of our Complaint Report Form.