Complaints, Feedback & Dispute Resolution Process

about Underwriting is committed to providing you with superior products and service. We value your feedback or should you have any reason to believe that we have not met your expectations, please contact us immediately to address any issues that have arisen.

about Underwriting will ensure that all complaints are dealt with proactively, efficiently, objectively and fairly to ensure timely rectification is achieved. The following procedures outline your options should you be dissatisfied with any product, decision or service provided by us.

Please note that about Underwriting itself does not have complaints handling authority. All complaints will be reported to Lloyd’s upon receipt and follow the procedures detailed in this Policy.

What is a Complaint?

A complaint is an expression of dissatisfaction made to or about an organization, related to its products, services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.

Training

Colleagues with responsibility for complaints handling are required to complete Lloyd’s Coverholder eLearning module and additional training as necessary. about Underwriting those staff handling complaints are properly resourced, provided with sufficient authority and overseen by management.

Initial Internal Process

Should you have a complaint or dispute, please contact our Complaints Officer immediately:

Email: complaints@aboutunderwriting.com.au
Mail: Complaints Officer
About Underwriting Pty Ltd
PO Box 16106
Collins Street West VIC 8007
Phone: 03 9998 9080

We will acknowledge your complaint in writing within one (1) business day of receipt. Furthermore, we will respond to your complaint within ten (10) business days, provided all necessary information and investigations have been completed. Where possible, we will attempt to meet any reasonable time requirements you may request. If our resolution or complaints decision does not resolve your complaint to your satisfaction within ten (10) business days, or if we take longer than (10) business days to respond, the matter will automatically be escalated to Lloyds. about Underwriting will continue to update you on the progress of your complaint or dispute at least every ten (10) business days. In all cases, the timeframe for resolving complaints will be not more than thirty (30) calendar days.

External Lloyds Australia Complaints & Disputes Process

Lloyd’s Underwriters’ General Representative in Australia

Email: idraustralia@lloyds.com
Mail: Level 9, 1 O’Connell Street, Sydney NSW 2000
Phone: 02 8298 0783

If the matter is escalated to Lloyd’s, they will usually require the following information:

  • Name, address, email and telephone number of the policyholder
  • Policy number, claim number and product type
  • Name and address of the insurance intermediary through whom the policy was obtained
  • Details of the reasons for lodging the complaint
  • Copies of any supporting documentation you believe may assist Lloyd’s in addressing your complaint appropriately

Following receipt of the complaint, you will be advised whether your dispute will be handled by either Lloyd’s Australia or the Policyholder & Market Assistance Department at Lloyd’s in London:

  1. Where your complaint is eligible for referral to the Australian Financial Complaints Authority (AFCA), your complaint will be reviewed by a person at Lloyd’s Australia with appropriate authority to deal with your dispute.
  2. Where your complaint is not eligible for referral to the Australian Financial Complaints Authority Limited (AFCA), Lloyd’s Australia will refer your complaint to the Policyholder & Market Assistance Department at Lloyd’s, who will then liaise directly with you.

Your complaint will be acknowledged in writing within one (1) business day of receipt, and you will be kept informed of the progress of Lloyd’s review of your complaint at least every ten (10) business days. You should receive a full written response to your complaint within ten (10) business days of receipt, provided Lloyd’s have received all necessary information and have completed any investigation required.

Australian Financial Complaints Authority (AFCA)

If after the above review mechanisms, your complaint has still not been resolved in a manner satisfactory to you, you may refer the matter to the Australian Financial Complaints Authority (AFCA)

AFCA can be contacted by the following methods:

Email: info@afca.org.au
Mail: GPO Box 3, Melbourne VIC 3000
Phone: (03) 9613 6399

AFCA is an independent body that operates nationally in Australia and aims to resolve disputes between you and your insurer, in this case about Underwriting. Your dispute must be referred to the AFCA within two (2) years of the date of Lloyd’s final decision. Determinations made by AFCA are binding upon us. This procedure is free of charge to policyholders.