Corporate

Our Complaints Policy

We are committed to resolving enquiries or complaints as quickly and as fairly as possible. In the event of a complaint, the processes we employ are to firstly present the complaint to our Internal Review Panel. Should the matter remain unresolved, it will be referred to mediation where involved parties can work with a mediator in an effort to resolve the matter.

Should you have an enquiry or complaint

Any enquiry or complaint relating to an insurance policy, a claim or a related matter should be in writing and addressed in confidence to:

Internal Disputes Officer

Australis Group (Underwriting) Pty Ltd     

GPO Box 247 Sydney 

NSW 2001

Please include the following information:

  • Name, address and telephone contact number of the policyholder.
  • If you are not the policy holder; your interest in the matter together with your name, address and             telephone contact number.
  • Details of the policy or claim (including our reference number).
  • An outline of the circumstances, together with your reasons for lodging the complaint and your expectations in respect of resolution.
  • Your correspondence will be acknowledged by mail within 24 hours of receipt.
  • We aim to advise you of our Internal Review Panel`s response to your complaint within 15 days of receipt.
  • Should the matter proceed to arbitration, you will be fully involved in the processes and therefore aware of all time frames.

We will endeavour to resolve the matter quickly

Cost of review

The service outlined in 1 and 2 (above) is at no cost to you.  Mediation may incur costs which will be known to all participants prior to commencement.  

Complaints handling Procedure

The following standards apply to all complaints handling.

  1. We will conduct complaints handling in a fair, transparent and timely manner.
    2. We will make available information about our complaints handling procedures.
    3. We will only ask for and take into account relevant information when deciding on your complaint.
    4. You will have access to information about you that we have relied on in assessing your complaint and an opportunity to correct any mistakes or inaccuracies.

In special circumstances or where a claim is being or has been investigated, we may decline to release information but we will not do so unreasonably. In these circumstances, we will give you reasons. We will provide our reasons in writing upon request.

  1. Where an error or mistake in handling your complaint is identified, we will immediately initiate action to correct it.

Complaints that cannot be resolved by the Complaints Department may be referred to either Lloyds Australia Limited, the Insurers own IDR scheme or the Financial Ombudsman Service (FOS). Further detail will be provided at the appropriate stage of the complaints process.

Internal dispute resolution

  1. We will respond to complaints within 15 business days provided we have all necessary information and have completed any investigation required.
  2. In cases where further information, assessment or investigation is required we will agree reasonable alternative time frames. If we cannot agree, we will treat your complaint as a dispute and we will provide information on how you can have your complaint reviewed by a different employee who has appropriate experience,knowledge and authority.
  3. We will keep you informed of the progress of our response to the complaint.
  4. When we notify you of our response, we will provide information on how our response can be reviewed by a different employee who has appropriate experience,knowledge and authority.
  5. If you tell us you want our response reviewed, we will treat it as a dispute.

a) In respect of Lloyd’s binder business
 Lloyd’s will be responsible for handling the IDR and Clients will be referred to Lloyd’s Australia

A copy of the Lloyd’s  “What to do if you have a complaint” brochure will be provided.

Lloyd’s Underwriters’ General Representative in Australia

Suite 2, Level 21 Angel Place

123 Pitt Street Sydney NSW 2000

Ph (02) 9223 1433

Fax(02) 9223 1466

b) In respect of other binder business 

1)We notify you of the name and contact details of the employee assigned to liaise with you in relation to the dispute; and
2) respond to the dispute within 15 business days provided we receive all necessary information and have completed any investigation required.

  1. In cases where further information, assessment or investigation is required we will agree reasonable alternative time frames. If we cannot reach agreement you can report your concerns to the Insurers own IDR scheme or FOS.
  2. We will keep you informed of the progress of our review of your dispute at least every 10 business days.
  3. We will respond to your dispute in writing giving:

a) reasons for our decision;
b) information about how to access available external dispute resolution schemes; and
c) notify you of the time frame within which you must register your dispute with the external dispute resolution scheme.

External Dispute Resolution

  1. Insurers subscribe to the independent external dispute resolution scheme administered by FOS.
  2. The Financial Ombudsman Service is available to customers and third parties who fall within the Terms of Reference of the FOS Service.
  3. External dispute resolution determinations made by a Panel, Adjudicator or Referee of FOS are binding upon us in accordance with the Terms of Reference.
  4. Where the FOS Terms of Reference do not extend to you or your dispute, we will give you information about other external dispute resolution options that may be available to you.

FOS contact details are as follows:

Level5, 31 Queen Street

Melbourne VIC 3000

Toll Free 1300 780 808

Facsimile 03 9613 6399

Email info@fos.org.au