We will respond to your complaint within 5 working days provided we have all the necessary information and have completed any investigation required. Where further information assessment or investigation is required, we will agree a reasonable alternative timeframe with you for responding. We will keep you informed of the progress of your complaint.
If our resolution or complaints decision does not resolve your complaint to your satisfaction, you have the right to take your complaint to the next stage of the complaints process.
If your complaint is not resolved to your satisfaction following our complaints process or if your complaint is not resolved within 30 days of receipt, you may be entitled to take your complaint to the Australian Financial Complaints Authority (AFCA), subject to its terms of reference. Where the decision has not satisfactorily resolved your complaint, you need to do this within two years of our final decision. AFCA is an independent external dispute resolution scheme approved by Lloyd’s Australia Complaints.
Frontier Global UW (Australia) Pty Ltd operates as a Lloyd’s coverholder underwriting policies on behalf of certain Lloyd’s syndicates.
As a Lloyd’s coverholder, Frontier Global UW (Australia) Pty Ltd generally has no authority to handle complaints under its Lloyd’s binding authority agreements. However, with reference to the Lloyd’s complaints handling procedure all complaints are handled in accordance with Lloyd’s’ requirements.
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, which aims to raise the standards of practice and service in the insurance industry. A copy of the code can be obtained at: www.codeofpractice.com.au.
As a regulated, highly secure institution which oversees and enforces standards across the Lloyd’s market, the Lloyd’s Corporation is instrumental in maintaining a robust and customer-focused claims process. Lloyd’s aims to provide the highest service to its Australian policyholders and have developed the following procedures for the fair handling of complaints.
Please see full details of what you should do if you have a complaint or wish to dispute a matter relating to a Lloyd’s claim or policy.
For more information please follow: What to do if you have a complaint?