Complaints
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Lloyds Policies Complaints and Dispute Resolution process
If you have a complaint about an insurance product issued by us or a service you have received from us, including the settlement of a claim, please contact your intermediary to initiate the complaint with us. If you are unable to contact your intermediary, call us on (07) 3442 3333.
We will ask you to complete a Complaint Report Form and your complaint will be reviewed by our Internal Review Panel free of charge.
We will keep you informed of the progress of our review at least every 10 working days and give you our response in writing within 15 working days provided we have all necessary information and have completed any investigation required..
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 Peter Fryer at:
Lloyd's Australia Limited
Suite 2, Level 21 Angel Place
123 Pitt Street
Sydney NSW 2000
Telephone: (02) 9223 1433
Facsimile: (02) 9223 1466
Email: peter@lloydsaustralia.com.au
You will be advised whether your dispute will be handled by either Lloyd's Australia or the Complaints Department at Lloyd's in London.
Where you are a retail client and your dispute is eligible for referral to the Insurance Ombudsman Service (IOS), your dispute will be reviewed by a person at Lloyd's Australia with appropriate authority to deal with your dispute.
IOS will review our decision in accordance with their terms of reference. You are not bound by their decision. However, we are bound to act immediately on IOS's decision. This is a free service provided by an independent body. Brochures outlining the operations of IOS are available from us or the Insurance Council of Australia in your State or Territory. You can phone the IOS from anywhere in Australia on 1300 780 808 or write to them at:
Insurance Ombudsman Services Limited
PO Box 561
Collins Street West
Melbourne Vic 8007
Email: ios@insuranceombudsman.com.au
Where you are a retail client and your dispute is not eligible for referral to the IOS, or where you are a wholesale client, Lloyd's Australia will refer your dispute to the Complaints Department at Lloyd's, who will then liaise directly with you.
In this case, you 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 Department at Lloyd's. Further details will be provided by the Complaints Department with their final decision to you.
Your dispute 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 dispute 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 dispute within 15 business days of receipt, provided we have received all necessary information and have completed any investigation required.
This service is free of charge to policyholders.
Other Policies Complaints and Dispute Resolution process
If you have a complaint about an insurance product issued by us or a service you have received from us, including the settlement of a claim, please contact your intermediary to initiate the complaint with us. If you are unable to contact your intermediary, call us on (07) 3442 3333.
We will ask you to complete a Complaint Report Form and your complaint will be reviewed by our Internal Review Panel free of charge. We will keep you informed of the progress of our review at least every 10 working days and give you our response in writing within 15 working days provided we have all necessary information and have completed any investigation required..
If you are unhappy with our response or we cannot agree on reasonable timeframe alternatives, you can refer the matter to the external disputes resolution scheme of which we are a member.
This is a free service provided by an independent body.
This scheme is administered by Insurance Brokers Disputes Limited (IBD). IBD will review our decision in accordance with their terms of reference. You are not bound by their decision. However, we are bound to act immediately on IBD's decision.
Brochures outlining the operations of IBD are available from us or the Insurance Council of Australia in your State or Territory. You can phone IBD from anywhere in Australia on 1300 780 808 or write to them at:
Insurance Brokers Disputes Limited (IBD),
Level 5, 31 Queen Street,
Melbourne Vic 3000
Email :info@ibdltd.com.au
Website: http://www.ibdltd.com.au
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