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.
Making a Complaint
If you have a complaint concerning the financial product or services provided to you please tell CSI. If the complaint is related to a claim CSI will refer your complaint to the administrator handling your claim.
phone CSI +61 2 9419 2777
fax CSI on +61 2 9419 7877
write to CSI at PO Box 178, Chatswood NSW 2057.
email CSI on
Internal Dispute Resolution by CSI
CSI will respond to your complaint within 15 business days provided CSI has all necessary information and has completed any investigation required. Where further information, assessment or investigation is required, CSI will agree to reasonable alternative time frames with you. You will also be kept informed of the progress of your complaint.
Review by Lloyd's Australia
In the unlikely event that CSI cannot resolve your complaint within the agreed timetable or if you are not satisfied with the way your complaint has been dealt with, you can contact Lloyd's Australia:
Lloyd's Australia Limited
Level 9, 1 O'Connell Street, Sydney NSW 2000
Telephone: (02) 8298 0783.
Lloyd's Australia will usually require the following information:
Name, address and telephone number of the policyholder;
Details of the policy concerned (policy and/or claim reference numbers, etc);
Details of the insurance intermediary through whom the policy was obtained;
Reasons why You are dissatisfied;
Copies of any supporting documentation you believe may assist Us in addressing Your dispute appropriately.
Following receipt of your complaint, you will be advised whether your matter will be handled by Lloyd’s Australia or the Lloyd’s Complaints team in the UK, or what other avenues are available to you:
Where your complaint is eligible for referral to the Australian Financial Complaints Authority (AFCA), your complaint will generally be reviewed by a person at Lloyd’s Australia with appropriate authority to deal with your dispute.
Where your complaint is not eligible for referral to AFCA, Lloyd’s Australia will refer your complaint to the Lloyd’s Complaints team in the UK if it falls within the jurisdiction of the UK Financial Ombudsman Service. They will review your complaint and liaise directly with you.
For all other matters you will be advised of what other avenues may be available to you.
Your complaint will be acknowledged in writing within 5 business days of receipt, and you will be kept informed of the progress of our review of your complaint at least every 10 business days.
The length of time required to resolve a particular dispute will depend on the individual issues raised, however in most cases you will receive a full written response to your complaint within 15 business days of receipt, provided Lloyd's Australia have received all necessary information and have completed any investigation required.
What if Your problem remains unresolved
If Your complaint is not resolved in a manner satisfactory to you or Lloyd's Australia do not resolve your complaint within 45 calendar days of receiving it at Stage 1, you may refer the matter AFCA as follows:
AFCA can be contacted by:
Post: GPO Box 3, Melbourne VIC 3001
Phone: 1800 931 678
More information can be found on their website
AFCA is an independent body that operate nationally in Australia and aim to resolve disputes between you and your insurer. AFCA provides fair and independent financial services complaint resolution that is free to consumers. Your dispute must be referred to AFCA within 2 years of the date of our final decision. Determinations made by AFCA are binding upon Lloyd's Australia.
Customers not eligible for referral to AFCA, may be eligible for referral to the UK Financial Ombudsman Service. Such referral must occur within 6 months of the final decision by the Complaints team at Lloyd’s. Further details will be provided with their final decision to you.
How much will this procedure cost you?
This service is free of charge to policyholders.