AUSTRALIAN DISPUTE RESOLUTION

 

 

This Insurance is not subject to the provisions of the Insurance Council of Australia’s General Insurance Code of Practice.

 

 

Complaints and disputes

 

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 [insert name of  Coverholder] or [name of entity handling your claims] in the first instance:

 

[Complaints officer etc.] [XXXXX entity]

[Email address] [Phone number]

[Street address if needed]

 

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 unless certain exceptions apply.

 

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.

 

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 this Insurance immediate notice should be given to:  (Insert claim handler details)

 

 

Explanatory Note (not forming part of this [document]):

 

1.      It is not compulsory for the Lloyd’s General Representative to accept service on behalf of Underwriters. If Underwriters require a local law firm to be named as authorised to accept service, their details should replace those in italics above. This [document] is for use in respect of insurance business not within the scope of the Australian General Insurance Code of Practice.

2.      This wording replaces NMA1854, LMA5135, LMA5136 and LMA5137.

 

 

 

 

 

 

LMA5545

17 May 2021