Dispute resolution centre | MHIA Insurance
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Dispute resolution centre

Do you need to dispute a claim or lodge a formal complaint? Use the information below to get started.

General Insurance Code of Practice

The Insurance Council of Australia Limited has developed the General Insurance Code of Practice (“the Code”), which is a voluntary self-regulatory code. The Code aims to raise the standards of practice and service in the insurance industry.

Lloyd’s has adopted the Code on terms agreed with the Insurance Council of Australia. For further information on the Code please visit https://codeofpractice.com.au.

The Code Governance Committee (CGC) is an independent body that monitors and enforces insurers’ compliance with the Code. For more information on the Code Governance Committee (CGC) go to https://insurancecode.org.au.

Complaints & disputes procedure

If you have any concerns or wish to make a complaint in relation to this policy, our services or your insurance claim, please let us know and we will attempt to resolve your concerns in accordance with our Internal Dispute Resolution procedure. Please contact MHIA in the first instance:

Step 1. Try to resolve your dispute with MHIA

MHIA (ATT: Complaints Officer)
Email: idr@mhia.com.au
Phone: 1800 67 67 00
Mail: PO BOX 3597, Tuggerah NSW 2259

Lodge a dispute

We will acknowledge receipt of your complaint and do our utmost to resolve the complaint to your satisfaction within 10 business days.

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.

Step 2. Escalate your dispute to Lloyd’s Australia

Lloyd’s contact details are:

Lloyd’s Australia Limited
Email: idraustralia@lloyds.com
Phone: (02) 8298 0783
Mail: Suite 1603 Level 16, 1 Macquarie Place, Sydney NSW 2000

A final decision will be provided to you within 30 calendar days of the date on which you first made the complaint unless certain exceptions apply.

You may refer your complaint to the Australian Financial Complaints Authority (AFCA), if your complaint is not resolved to your satisfaction within 30 calendar days of the date on which you first made the complaint or at any time.

Step 3. Seek external dispute resolution through The Australian Financial Complaints Authority (AFCA)

AFCA can be contacted as follows:

Australian Financial Complaints Authority
Email: info@afca.org.au
Phone: 1800 931 678
Mail: GPO Box 3, Melbourne VIC 3001
Website: https://afca.org.au

Your complaint must be referred to AFCA within 2 years of the final decision, unless AFCA considers special circumstances apply. If your complaint is not eligible for consideration by AFCA, you may be referred to the Financial Ombudsman Service (UK) or you can seek independent legal advice. You can also access any other external dispute resolution or other options that may be available to you.

Service of suit

The Underwriters accepting this Insurance agree that:

(i) if a dispute arises under this Insurance, this Insurance will be subject to Australian law and practice and the Underwriters will submit to the jurisdiction of any competent Court in the Commonwealth of Australia;

(ii) any summons notice or process to be served upon the Underwriters may be served upon

Lloyd’s Underwriters’ General Representative in Australia
Suite 1603 Level 16, 1 Macquarie Place, Sydney NSW 2000

who has authority to accept service on the Underwriters’ behalf;

(iii) if a suit is instituted against any of the Underwriters, all Underwriters participating in this Insurance will abide by the final decision of such Court or any competent Appellate Court.