Lloyd's Australian Policyholders - How to Make a Complaint
Find out how to make a complaint and the complaint handling procedure.
In Australia, Lloyd’s is proud to be a member of the Insurance Council of Australia. Lloyd’s has adopted the General Insurance Code of Practice subject to certain specific qualifications. You can obtain a copy of the code at www.codeofpractice.com.au
Our aim is to provide the highest service to our Australian policyholders and, to this end, we have developed the following procedures for the fair handling of complaints from Lloyd’s policyholders. Details of the process are contained within the policyholder leaflet.
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.
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.
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.
For more information about how to use TIS please click on the following link: https://www.tisnational.gov.au/en/Non-English-speakers/Help-using-TIS-National-services
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.
For more information on how you use the National Relay Service please click of the following link: https://www.communications.gov.au/what-we-do/phone/services-people-disability/accesshub/national-relay-service
Any enquiry or complaint relating to a Lloyd’s policy or claim should be addressed to either your Lloyd’s insurance intermediary (“the coverholder”) or to the administrator handling your claim in the first instance – in most cases this will resolve your grievance.
They will respond to your complaint within 15 business days provided they have all necessary information and have completed any investigation required. Where further information, assessment or investigation is required, they will agree to reasonable alternative timeframes with you. You will also be kept informed of the progress of your complaint.
In the unlikely event that this does not resolve the matter or you are not satisfied with the way your complaint has been dealt with, you should contact:
When you lodge your dispute with us, we will usually require the following information:
- Name, address and telephone number of the policyholder;
- Details of the policy concerned (policy and/or claim reference numbers, etc);
- Details of the insurance intermediary through whom the policy was obtained;
- Reasons why you are dissatisfied;
- Copies of any supporting documentation you believe may assist us in addressing your dispute appropriately.
Following receipt of your complaint, you will be advised whether your dispute will be handled by Lloyd’s Australia or the Lloyd’s Complaints team in the UK, or what other avenues are available to you:
- Where your complaint is eligibe for referral to the Australian Financial Complaints Authority (AFCA), your complaint will generally be reviewed by a person at Lloyd’s Australia with appropriate authority to deal with your dispute.
- Where your complaint is not eligible for referral to the AFCA, Lloyd’s Australia will refer your complaint to the Lloyd’s Complaints team in the UK if it falls within the jurisdiction of the UK Financial Ombudsman Service, who will review your complaint and will liaise directly with you.
- For all other matters you will be advised of what other avenues may be available to you.
How Long Will the Stage Two Process Take?
Your complaint will be acknowledged in writing within 5 business days of receipt, and you will be kept informed of the progress of our review of your complaint at least every 10 business days.
The length of time required to resolve a particular dispute will depend on the individual issues raised, however in most cases you will receive a full written response to your complaint within 15 business days of receipt, provided we have received all necessary information and have completed any investigation required.
External Dispute Resolution
If your complaint is not resolved in a manner satisfactory to you or we do not resolve your complaint within 45 calendar days of receiving it at Stage 1, you may refer the matter to AFCA. AFCA can be contacted by post GPO Box 3, Melbourne Vic 3001, phone 1800 931 678, email firstname.lastname@example.org or via their website www.afca.org.au
AFCA is an independent body that operates nationally in Australia and aims to resolve disputes between you and your insurer. Your dispute must be referred to AFCA within 2 years of the date of our final decision. Determinations made by AFCA are binding upon us.
Clients not eligible for referral to AFCA, may be eligible for referral to the Financial Ombudsman Service (UK). Such referral must occur within 6 months of the final decision by the Complaints team at Lloyd's. Further details will be provided with their final decision to you.