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. For further information on the Code please visit www.codeofpractice.com.au.
The Code Governance Committee (CGC) is an independent body that monitors and enforces insurers’ compliance with the Code. For more information on the Code Governance Committee (CGC) go to www.insurancecode.org.au
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.
Definition of a complaint
An expression of dissatisfaction made to or about an organisation, related to its products, services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.
The Code also stipulates that complaints also include such expressions of dissatisfaction made about us on a social media channel or account owned or controlled by us, where the person making the complaint is both identifiable and contactable.
While Lloyd’s operates a two-stage process in Australia, only one complaint decision letter may be issued to the complainant. This must occur within 30 calendar days, noting the following key dates:
Day Zero – Complaint received
1 Business Day – Complaint acknowledged and the complainant provided the name and contact details of the person reviewing the complaint
5 Business Days – Lloyd’s UK Complaints Team is notified of receipt using the Notification Spreadsheet
10 Business Days – Stage One review due and, if not completed, escalated to Lloyd’s for a Stage Two review, unless entity reviewing complaint requests extension from Lloyd’s Australia and provides update to the complainant
At Least Every 10 Business Days – Entity reviewing complaint provides update to the complainant, unless otherwise agreed
By 30 Calendar Days – Final decision due and, if not complete, written update provided to the complainant, including reasons for the delay, right to refer complaint to AFCA and AFCA contact details