Complaint and Dispute Resolution Policy – New Zealand Domicile

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 5 business days 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, you can escalate the matter to Lloyd’s General Representative in New Zealand:

Lloyd’s General Representative in New Zealand
Email: IDRNewZealand@lloyds.com
Telephone: +64 4 472 7582
Post: PO Box 5639, Wellington, New Zealand

Their contact details and the referral process are outlined here.

Following receipt of your complaint, you will be advised whether your dispute will be handled by the Complaints team at Lloyd’s Australia or the Lloyd’s Complaints team in the UK, or what other avenues are available to you.

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

If your complaint is not resolved in a manner satisfactory to you or we do not resolve your complaint within two months of originally receiving it, you may refer the matter to the Insurance and Financial Services Ombudsman (IFSO). IFSO can be contacted as follows:

Telephone: 0800 888 202 or +64 4 499 7612
Email: info@ifso.nz or via their website https://www.ifso.nz/
Post: PO Box 10-845 Wellington New Zealand