Complaints Handling

We will do everything possible to provide a quality service. However, we recognise that occasionally there may be some aspect of service or decision making that you wish to query. Any enquiry or complaint relating to this insurance should, in the first instance, be referred to:

Level 13, 100 Edward Street
Brisbane QLD 4001
Telephone Number: 1300 333 007

If this does not resolve the matter or you are not satisfied with the way a complaint has been dealt with, you should contact:

Lloyd’s Underwriters’ General Representative in Australia
Level 9, 1 O’Connell St
Sydney NSW 2000
Email: [email protected]
Telephone Number: (02) 8298 0783
Facsimile Number: (02) 8298 0788

A dispute can be referred to the Credit & Investments Ombudsman (CIO) subject to its terms of reference. It provides a free and independent dispute resolution service for consumers who have general insurance disputes falling within its terms and its contact details are:

Australian Financial Complaints Authority
Local call: 1300 565 562
Post: GPO Box 3, Melbourne VIC 3001
Email: [email protected]

If the complaint is not covered by the CIO scheme, you will be advised of other options for resolution.

The insurers agree that:

  1. In the event of a dispute arising under this Insurance, the underwriters at the request of the insured will submit to the jurisdiction of any competent Court in the Commonwealth of Australia. Such dispute shall be determined in accordance with the law and practice applicable in such Court;
  2. Any summons notice or process to be served upon the underwriters may be served upon Lloyd’s General Representative in Australia, at the address above, who has the authority to accept service and to enter an appearance on the underwriters’ behalf;
  3. If a suit is instituted against any one of the underwriters, all underwriters on the particular binding authority will abide by the final decision of such Court or any competent Appellate Court.