Lodge a complaint

On the above page, there are three ways you can contact us with your complaint. Please choose the most suitable method to progress.

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
‍Phone: (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 unless certain exceptions apply.

If your complaint is still not satisfied, you may refer your complaint to the Australian Financial Complaints Authority (AFCA), if your complaint is not resolved to your satisfaction within 30 calendar days of the date on which you first made the complaint or at any time.  AFCA can be contacted as follows:

Telephone: 1800 931 678
Email: info@afca.org.au
‍Post: GPO Box 3 Melbourne VIC 3001
Website: www.afca.org.au

‍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 you can seek independent legal advice. You can also access any other external dispute resolution or other options that may be available to you.