Lloyd's Policyholders from South Africa – How to make a Complaint
Find out how to make a complaint and the complaint handling procedure.
If you wish to make a complaint please check your policy for details of the person to contact. Alternatively contact your broker or if the complaint relates to a claim contact whoever has been handling your claim to inform them of your dissatisfaction.
What Is a Complaint?
A complaint is defined as :
An expression of dissatisfaction by a person to an insurer or, to the knowledge of the insurer, to the insurer’s service provider relating to a policy or service provided or offered by that insurer which indicates, regardless of whether such an expression of dissatisfaction is submitted together with or in relation to a policyholder query, that -
a) the insurer or its service provider has contravened or failed to comply with an agreement, a law, a rule, or a code of conduct which is binding on the insurer or to which it subscribes;
b) the insurer or its service provider’s maladministration or wilful or negligent action or failure to act, has caused the person harm, prejudice, distress or substantial inconvenience; or
c) the insurer or its service provider has treated the person unfairly.
How Lloyd's Will Handle Your Complaint
The Lloyd's managing agent, or the party named in your policy that has been appointed to handle your complaint on their behalf will aim to provide you its decision, in writing, within 8 weeks of receipt of the complaint.
If you remain dissatisfied once you have received the final response you may refer your complaint to the Ombudsman for Short-Term Insurance. Their contact details are :