Lloyd's New Zealand Policyholders - How to Make a Complaint

Make a Complaint

What is a complaint

Any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service, which:

(1) alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience and

(2) relates to an activity of that respondent, or of any other respondent with whom that respondent has some connection in marketing or providing financial services or products, which comes under the jurisdiction of the Financial Ombudsman Service (FOS) in the UK.

Who to contact

Detailed information on who to contact is provided in your policy wording, however if you are having difficulty finding this, please speak to the company you purchased the insurance from. If your complaint relates to a claim, speak with the claim handler so they can start to look into this for you.

When to expect a response

The Lloyd’s underwriter or their representative will aim to resolve your complaint within 10 business days, where this is not possible they will contact you and agree a reasonable timeframe to complete their review. During this time you will receive updates to keep you informed about the progress of your complaint.

If you are unhappy with the response you receive or the way your complaint has been handled you can speak us to carry out an independent review. Our contact details are:

Lloyd’s Complaints

Mr Scott Galloway

c/o Hazelton Law

PO Box 5639

Wellington New Zealand

+ 64 4 472 7582

IDRNewZealand@lloyds.com

Escalating your complaint

If you are unhappy with the outcome and/or it has been 2 months since you first registered your complaint, you may be able to pursue this further. If your complaint has been reviewed by the Lloyd’s office in Australia, you may be eligible to refer your complaint to the Insurance & Financial Ombudsman Service (IFSO). You will need to do this within 3 months of the deadlock letter we issue.

Find out more about this service

Contact details

IFSO

PO Box 10-845

Wellington

0800 888 202

+64 4 499 7612 (Calling outside New Zealand)

info@ifso.nz

If your complaint has been reviewed by our UK office you may be able to refer your complaint to the UK Financial Ombudsman Service. You will need to do this within 6 months of receiving the final response.

Find out more about this service

The Financial Ombudsman Service

Exchange Tower

London

E14 9SR

+44 20 7964 0500 (Calling from outside the UK)

0800 023 4567 (Calling inside the UK)