We would greatly appreciate it if you took the time to give us some feedback. Feel free to provide us with as much feedback as you like by filling out a Feedback form. This will help us to improve your overall experience.
If you are dissatisfied in any of your dealings with us, please contact us to see if we can resolve the difficulty. Wherever possible, we prefer to resolve issues as early as possible and with the minimum of disruption to you. If you remain dissatisfied, you have the option of initiating a formal complaint.
You can submit your complaint either by writing a letter to us or by filling out a Complaint Form.
On request, a Complaints Officer can take down your complaint over the telephone and send the completed complaint form out to you to sign and return.
Your complaint will be acknowledged, in writing, within three working days of the date the complaint document is received.
Stage 1 – Complaint Review by MHIA’s Complaint Committee
The Complaints Committee will investigate your complaint and our Complaints Manager will respond to you in writing within 10 working days from the date of MHIA's acknowledgement letter. Where further information is required, we may approach you about negotiating a reasonable alternative timeframe. If you are not satisfied with our response or this process, you have the option of taking your complaint to Stage 2.
Stage 2 – Dispute Review by the Insurers or MHIA’s IDR Committee
Lloyd's Australia Limited has brochures detailing their processes and timeframes for reviewing your dispute. You will receive this information from us at Stage 1. Contact details are shown below.
Lloyd's Underwriters' General Representative in Australia
Lloyd's Australia Limited
Level 9 / 1 O'Connell Street
SYDNEY NSW 2000
Telephone: +61 (02) 8298 0700
If you are still dissatisfied after receiving a review of your dispute, you can refer your dispute to Stage 3.
Stage 3 – Dispute Review by External Dispute Resolution Services
If you are still dissatisfied after receiving a review of your complaint by Lloyd’s Australia Limited, or your complaint was not resolved within 45 days of You first making it, you can refer you may lodge a complaint with The Australian Financial Complaints Authority.
Lloyd's Australia Limited uses the services of the Australian Financial Complaints Authority (AFCA). You may be able to access their services depending on the type of complaint. AFCA can advise you whether your dispute falls within their terms of reference. You must contact AFCA within 2 years of receiving the Insurer's written decision.
Australian Financial Complaints Authority
GPO Box 3,
Melbourne VIC 3001
Phone: 1800 931 678
Alternatively, you may need to seek independent legal advice.