Financial Hardship
Financial Hardship means situations where you may have difficulty meeting your financial obligations. Frontier Global UW Pty (Australia) Ltd has policies and training for employees to help them identify if you are experiencing financial hardship.
Please contact us for further information: Hardship@frontierglobaluw.com
Complaints and Disputes Process
Frontier Global UW (Australia) Pty Ltd and Lloyd’s acknowledge that effective complaints handling is a critical component of high standards management. If you would like to contact us regarding any issues you have, we will ensure that all matters are dealt with in an effective and timely manner. The below outlines our procedures if you have a complaint or a dispute that you wish to pursue.
Internal Complaints Handling
If you wish to raise a complaint or dispute a matter, please contact us at one of the following:
Postal Address: Complaints Officer, Frontier Global UW (Australia) Pty Ltd, Level 11, 309 Kent Street, Sydney, NSW 2000.
Email: complaints@frontierglobaluw.com
Telephone: +61 2 9456 6713
There will be no cost to you for handling your complaint. Frontier acknowledges the complainant’s right to complain and will ensure that:
- necessary assistance to the complainant to lodge the complaint is provided
- all complaints will be handled in a fair and transparent manner
- only information relevant to the complaint is requested and reviewed
- immediate action is taken to resolve an error or mistake in handling of the claim
Process
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?
