Complaints

Lloyds

About Lloyd’s
Lloyd’s is the world’s specialist insurance and reinsurance market, bringing together an outstanding concentration of underwriting expertise and talent.

In Australia, Lloyd’s is proud to be a member of the Insurance Council of Australia. Lloyd’s has adopted the General Insurance Code of Practice subject to certain specific qualifications. You can obtain a copy of the code at www.codeofpractice.com.au


Our aim is to provide the highest service to our Australian policyholders and, to this end, we have developed the following procedures for the fair handling of complaints from Lloyd’s policyholders.


How can we help you?
If you have 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:


Claims matters

The claims officer you have been dealing with


All other matters

Complaints Officer

Edge Underwriting

info@edgeunderwriting-com-au

08 9420 7900


We will acknowledge receipt of your complaint and do our utmost to resolve the complaint to your satisfaction within 10 business days.


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.


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


AFCA can be contacted as follows:
Phone: 1800 931 678

Email: info@afca.org.au

Post: GPO Box 3, Melbourne VIC 3001

Your complaint must be referred to AFCA within 2 years of the final decision. If your complaint is not eligible for consideration by AFCA, you may be referred to the Financial Ombudsman Service (UK) or provided with other options.


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 your Insurance IMMEDIATE NOTICE should be given to your insurance broker.