Making a complaint

We treat complaints seriously. If you have a complaint about any aspect of your relationship with us, including your policy, claim, or our service, staff or handling of a complaint, please let us know. We’ll acknowledge your complaint and attempt to resolve it within 10 business days if we have all necessary information and have completed any investigation required. If further information or investigation is required, we’ll agree reasonable alternative timeframes with you.

Depending on the outcome of our review, we may refer your complaint to Lloyd’s Australia. You can contact Lloyd’s directly at:

Lloyd’s Australia Limited
Level 9, 1 O’Connell Street, Sydney NSW 2000
Phone: + 61 2 8298 0783
Email: [email protected]

If your complaint remains unresolved after this process or you haven’t received a written response within 30 calendar days, your complaint may be reviewed by the Australian Financial Complaints Authority.

Email: [email protected]
Phone: 1800 921 678
Mail: Australian Financial Complaints Authority
GPO Box 3, Melbourne VIC 3001

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 seek independent legal advice.