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.
Complaint Forms can be obtained from our Complaints Officer:
FREECALL 1800 67 67 00
On request, the 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
Lloyd's Australia Limited uses the services of the Financial Ombudsman Service Limited (FOS). You may be able to access their services depending on the type of complaint (e.g. FOS does not review complaints about liability claims). FOS can advise you whether your dispute falls within their terms of reference. You must contact FOS within 2 years of receiving the Insurer's written decision.
Financial Ombudsman Service
GPO Box 3
Melbourne VIC 3001
Toll free: 1300 78 08 08
Alternatively, you may need to seek independent legal advice.