About Lloyds

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.

How we can help you

AGILE takes the concerns of its customers very seriously. AGILE has detailed complaint handling and dispute resolution procedures that you may access, at no cost to you. To obtain a copy of our procedures, please contact Us on 1300 475 092 or complaints@agileunderwriting.com.

To assist AGILE with your enquiries, please provide us with your claim or policy number (if applicable) and as much information You can about the reason for your complaint or dispute. AGILE’s complaints and dispute procedures are as follows:

Stage 1 – Complaint Handling Procedure

If you are dissatisfied with any of AGILE’s products or services and wish to lodge a complaint, please contact Us at:

The Complaints Officer
AGILE Underwriting Services Pty Limited
Level 5, 63 York St, Sydney NSW 2001

Telephone: 1300 705 031
Email: complaints@agileunderwriting.com

We will respond to your complaint within fifteen (15) business days, or if further investigation or information is required, we will work with you to agree on reasonable alternative timeframes.

Stage 2 – Dispute Resolution Procedure

If you are dissatisfied with our response to Your complaint, you may ask that Your complaint be treated as a dispute and referred to Lloyd’s Australia dispute resolution team at:

Lloyd’s Underwriters’ General Representative in Australia
Lloyd’s Australia Limited
Level 9, 1 O’Connell Street Sydney NSW 2000

Telephone: (+61 2) 9223 0752
Facsimile: (+61 2) 9223 1466
Email: idraustralia@lloyds.com

When you lodge Your dispute with Lloyd’s, they will usually require the following information:

  1. Name, address and telephone number of the policyholder;
  2. The type of insurance policy involved;
  3. Details of the policy concerned (policy and/or claim reference numbers, etc.);
  4. Name and address of the insurance intermediary through whom the
    policy was obtained;
  5. Details of the reasons for lodging the complaint;
  6. Copies of any supporting documentation You believe may assist Lloyd’s in
    addressing Your dispute appropriately.

Following receipt of your complaint, You will be advised whether Your dispute will be handled by either Lloyd’s Australia or the Complaints 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. If your complaint or dispute is not resolved to Your satisfaction or a final response has not been provided within 45 days, you may refer the matter to the Australian Financial Complaints Authority (AFCA), for review. AFCA provides a free and independent dispute resolution service for consumers who have general insurance disputes falling within its terms of reference and its contact details are:Postal address: AFCA
    GPO Box 3, Melbourne VIC 3001
    Telephone: 1800 931 678
  2. Where your complaint is not eligible for referral to AFCA, Lloyd’s Australia will refer your complaint to the Complaints Department at Lloyd’s, who will then liaise directly with you. Complaints that cannot be resolved by Complaints Department may be referred to the Financial Ombudsman Service (UK). Further details will be provided at the appropriate stage of the complaints process.

How long will Stage 2 process take?

Your complaint will be acknowledged in writing within five (5) business days 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.

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 fifteen (15) business days of receipt, provided Lloyd’s have received all necessary information and have completed any investigation required.

Stage 3 – External Dispute Resolution

If your complaint or dispute is not resolved to your satisfaction or a final response has not been provided within 45 days, you may refer the matter to the Australian Financial Complaints Authority (AFCA) for review. AFCA provides a free and independent dispute resolution service for consumers who have general insurance disputes falling within its terms of reference and its contact details are:

Postal address: AFCA
GPO Box 3, Melbourne VIC 3001
Telephone: 1300 931 678