Making A Complaint

 

We treat complaints seriously. If you have a concern about your policy or the insurance services we provide, please let us know.

If your complaint is about a travel insurance policy, claim, or the customer service we provide, please call us on 1300 369 883 or email details of your complaint to [email protected]. We’ll acknowledge your complaint and attempt to resolve it within 15 business days, if we have all necessary information and have completed any investigation required.

If further information or investigation is required, we’ll agree reasonable alternative timeframes with you. In the unlikely event that this doesn’t resolve the matter or you are not satisfied with the way your complaint about this policy has been dealt with, you can contact the Insurer directly at:

Lloyd’s Australia Limited

Level 9, 1 O’Connell Street,  Sydney NSW 2000

Telephone: + 61 2 8298 0783

Email: [email protected]

 

If your complaint remains unresolved after this process or you haven’t received a written response within 45 calendar days, you may lodge a complaint with the Australian Financial Complaints Authority.

Online: www.afca.org.au

Email: [email protected]

Phone: 1800 921 678 (free call)

Mail: Australian Financial Complaints Authority

GPO Box 3, Melbourne VIC 3001

 

If your complaints fall outside AFCA’s terms of reference, you may be able to complain to the Financial Ombudsman Service (UK). Any such claim must occur within 6 months of the final decision by the Insurer.