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International Policyholder Complaints Handling for Managing Agents and their Representatives

Requirements for managing agents and their representative (which could be a coverholder or third party administrator).

Lloyd’s requirements for the handling of complaints from eligible complainants are set out in its ‘Code for Complaints Handling’. All managing agents are required to ensure that their processes and procedures are compliant with the Code.

Lloyd’s arrangements for international complaints are intended to allow for the oversight of complaints handling, consistent with the regulatory expectations of the UK Financial Conduct Authority (FCA), whilst allowing flexibility for managing agents in the way they handle complaints in accordance with local rules.

Notification and Response

All complaints must be notified to Lloyd’s complaints team with via secure API message for managing agents in scope for DEX messaging or via email to complaints-notification@lloyds.com using the appropriate notification spreadsheet. Managing agent’s representatives (including coverholders and delegated claims administrators) should be aware of the lead managing agent’s requirements and should send a copy of the notification spreadsheet to them where required.

Any queries can be referred to the Lloyds complaints team:

0207 327 5696

A response must be issued in accordance with local requirements and timeframes. When issuing a response, the complainant must be informed that they may be able to refer their complaint to the relevant external dispute resolution service (EDR) for review. Full EDR contact details must be provided and these can be found in the country specific complaints handling summaries below.

A copy of the response and original complaint must be sent via via secure API message for managing agents in scope for DEX messaging or via email to complaints-notification@lloyds.com within 2 business days of the response being issued.

Further details can be found within the Lloyd’s guidance notes. The guidance notes provide a practical process for handling international complaints from eligible Lloyd’s policyholders:

Any queries can be referred to the Lloyds complaints team.

Tel: 0207 327 5696

Email: complaintsenquiries@lloyds.com

Country Specific Guidance

To assist managing agents and their representatives, Lloyd's has prepared complaint handling summaries for the territories listed below, all other territories should be handled in accordance with local requirements and these will be monitored by Lloyd's using a standard eight week timeframe.

LMA Endorsement to the Model Binding Authority Agreement for International Complaints

LMA Wordings

Crystal

Details of the complaints handling rules for each territory where Lloyd’s has a license are provided on Crystal.

Crystal

Market Bulletins

Lloyd’s requirements for the handling of international policyholder complaints are set out within the Market Bulletins listed below. Managing agents underwriting relevant business must ensure that their processes and procedures are compliant with the requirements of these bulletins: