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 firstname.lastname@example.org.
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
The insurance is subject to the provision of the Insurance Council of Australia’s General Insurance Code of Practice. For more information see www.codeofpractice.com.au
If You have any concerns or wish to make a complaint in relation to a policy, Our services or Your insurance claims, please let Us know and we will attempt to resolve your concerns in accordance with Our Internal Dispute Resolution procedure. Please contact AGILE in the first instance:
Postal address: The Complaints Officer
Agile Underwriting Services Pty Ltd
Level 5, 63 York St, Sydney NSW 2001
Telephone: 1300 705 031
We will acknowledge receipt of your complaint and do our utmost to resolve the complaint to your satisfaction within 10 business days.
Stage 2 – Dispute Resolution Procedure
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:
Postal address: Lloyd’s Australia Limited
Suite 1603, Level 16, 1 Macquarie Place, Sydney, NSW, 2000
Telephone: (+61 2) 8298 0783
A final decision will be provided to You within 30 calendar days of the date on which You first made the complaint.
You may refer Your complaint to the Australia Financial Complaints Authority (AFCA) at any time, and if Your complaint is not resolved to Your satisfaction within 30 calendar days of the date on which You first made the complaint:
Postal address: Australian Financial Complaints Authority (AFCA)
GPO Box 3, Melbourne VIC 3001
Telephone: 1800 931 678
Your complaint must be referred to AFCA within 2 years of the final decision. If Your complaint is not eligible for consideration by AFCA, you may be referred to the Financial Ombudsman Service (UK) or provided with other options.