Complaint and Dispute Resolution Policy – Australian Domicile

The Insurance Council of Australia Limited has developed the General Insurance Code of Practice (“the Code”), which is a voluntary self-regulatory code. The Code aims to raise the standards of practice and service in the insurance industry.

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.

If you have any concerns or wish to make a complaint in relation to this policy, our services or your insurance claim, please let us know and we will attempt to resolve your concerns in accordance with our Internal Dispute Resolution procedure. Please contact London Australia Underwriting Pty Ltd in the first instance.

How to lodge a complaint

You can lodge a complaint with us in person, at one of our offices, by phone, mail or email. Our contact details appear below.

Complaints Officer
London Australia Underwriting Pty Ltd
complaintsanddisputes@lauw.com.au
02 8912 6400
Suite 12.04, Level 12, 99 Mount St
North Sydney NSW 2060

We have access to various services that can assist you in lodging a complaint. These include the National Relay Service (for hearing impaired) or translator services. If you need any other assistance to make a complaint, please let our staff know and they will do their best to help you.

We will acknowledge receipt of your complaint within twenty-four (24) hours or as soon as practicable and do our utmost to resolve the complaint to your satisfaction within 10 business days, unless we require further information in which case, we will agree an alternate time frame with you.

We will provide you the name and relevant contact details of the person responsible for handling your complaint.

When managing a complaint, we endeavor to be objective and responsive to achieve a fair, reasonable, and timely outcome. We will assess your complaint objectively and investigate as needed.

Our priority is to resolve your complaint at the earliest opportunity. To do this, your complaint will be managed by a team member with the appropriate knowledge, experience and authority.

We will keep you informed about the progress of your complaint and will provide a written response to you

The written response will include:

• the final outcome of our investigation of your complaint;
• the reason for our decision;
• your right to take your complaint to AFCA if you are not satisfied with our decision; and
• the contact details of AFCA.

A written response may not be provided where, within five (5) business days of receipt of your complaint, we have been able to resolve your complaint to your satisfaction, or we have given you an explanation and/or an apology when we can take no further action to reasonably address your complaint. A written response will be provided where your complaint is about financial hardship, a declined claim, the value of a claim or you have requested one.

If we are unable to resolve your complaint

If we cannot resolve your complaint to your satisfaction, we will escalate your matter to Lloyd’s Australia who will determine whether it will be reviewed by their office or the Lloyd’s UK Complaints team. Lloyd’s contact details are:

Lloyd’s Australia Limited
Email: idraustralia@lloyds.com
Telephone: (02) 8298 0783
Post: Suite 1603 Level 16, 1 Macquarie Place
Sydney NSW 2000

A final decision will be provided to you within 30 calendar days of the date on which you first made the complaint unless certain exceptions apply.

Should you remain dissatisfied with the manner in which we have handled the matter, you may refer it directly to Lloyd's Australia Limited. Their contact details and the referral process are outlined here.

Contact AFCA

You may refer your complaint to the Australian Financial Complaints Authority (AFCA), if your complaint is not resolved to your satisfaction within 30 calendar days of the date on which you first made the complaint or at any time. AFCA can be contacted as follows:

Telephone: 1800 931 678
Email: info@afca.org.au
Post: GPO Box 3 Melbourne VIC 3001
Website: www.afca.org.au

Your complaint must be referred to AFCA within 2 years of the final decision, unless AFCA considers special circumstances apply. If your complaint is not eligible for consideration by AFCA, you may be referred to the Financial Ombudsman Service (UK) or you can seek independent legal advice. You can also access any other external dispute resolution or other options that may be available to you.

The Underwriters accepting this Insurance agree that:

(i) if a dispute arises under this Insurance, this Insurance will be subject to Australian law and practice and the Underwriters will submit to the jurisdiction of any competent Court in the Commonwealth of Australia;

(ii)any summons notice or process to be served upon the Underwriters may be served upon:

Lloyd’s Underwriters’ General Representative in Australia
Suite 1603, Level 16
1 Macquarie Place
Sydney NSW 2000

who has authority to accept service on the Underwriters’ behalf;

(iii)if a suit is instituted against any of the Underwriters, all Underwriters participating in this Insurance will abide by the final decision of such Court or any competent Appellate Court.

In the event of a claim arising under this Insurance immediate notice should be given to:

Claims Officer
London Australia Underwriting Pty Ltd
enquiry@lauw.com.au
02 8912 6400
Suite 12.04, Level 12, 99 Mount St
North Sydney NSW 2060