Making a complaint
We take complaints seriously. If you have a complaint about any aspect of your relationship with us including your policy, a claim, our service, our staff, or the way your complaint has been handled, we encourage you to let us know.
We’ll acknowledge your complaint and aim to resolve it within 10 business days, provided we have all the information we need and have completed any necessary investigation. If we need additional information or further time to investigate your complaint, we’ll discuss this with you and agree on a reasonable alternative timeframe.
Step 1: Let us know
We want to resolve any complaint or dispute for you as quickly as possible. The best place to start is to contact our Customer Disputes and Resolution Team using the form below.
If you require specialist services please refer to our Vulnerable Customers page.
Step 2: Escalation to our Insurer
If we are unable to resolve your complaint to your satisfaction, we will escalate it to our Insurer:
For policies purchased on or after Wednesday 11th October 2023
HDI Global Specialty SE - Australia
Email: [email protected]
Mail: HDI Global Specialty SE - Australia, Level 19, 20 Martin Place, Sydney NSW 2000
For policies purchased on or before Tuesday 10th October 2023
Lloyds Australia
Email: [email protected]
Call: +61 2 8298 0783
Mail: Lloyd’s Australia Limited, Level 32, 225 George Street, Sydney NSW 2000, Australia
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.
Step 3: External independent review
We aim to resolve complaints within 30 days. If we are unable to do so or you are dissatisfied with our final decision, you may lodge a complaint with Australia Financial Complaints Authority (AFCA) for external dispute resolution.
You can contact AFCA directly:
Online: https://www.afca.org.au/
Email: [email protected]
Call: 1800 931 678
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.
