In Australia, Lloyd’s is proud to be a member of the Insurance Council of Australia. Lloyd’s has adopted the Code on terms agreed with the Insurance Council of Australia. The Code Governance Committee (CGC) is an independent body that monitors and enforces insurers’ compliance with the Code.
Make a Complaint
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Further information on the Code Policyholder leaflet
Our aim is to provide the highest service to our Australian policyholders which includes the fair handling of complaints. Details of the process are contained within your policy wording and in the policyholder leaflets.
The way we handle your complaint will depend on the complaint process set out in your policy wording. Your policy explains who is responsible for handling complaints and the steps that apply. We will follow that process when reviewing and responding to your complaint.
Complaints where Lloyd's issues the final decision How Can We Help?
There are established procedures for dealing with complaints and disputes regarding your policy or claim. Policyholders may be able to take advantage of the complaints service, as may third-party motor vehicle claimants who are uninsured and where the amount in dispute is less than $15,000.
Family Violence Policy
Lloyd’s Australia is committed to assisting customers who may be affected by family violence, require an interpreter or are experiencing vulnerability. Our Family Violence policy outlines principles and processes which our employees will follow to assist you if you are experiencing Family Violence. If you are in immediate danger, please call 000.
Financial Hardship Policy
Lloyd’s Australia is committed to assisting customers who may be experiencing financial hardship. Our Financial Hardship policy outlines the approach our employees will follow to assist you if you are experiencing financial hardship.
Using interpreters and teletypewriter services (TTY) – Australian customers
Where possible we will provide access to an interpreter if you ask us to, or if we need an interpreter to communicate effectively with you. If you would like to use an interpreter when contacting us, you can call Translating and Interpreting Service (TIS) on 131 450 to arrange this.
If you have a speech or hearing impairment and need help to make or receive phone calls, you can contact the National Relay Service for assistance.