Complaints

Complaints

Ensurance Underwriting Pty Ltd is committed to the efficient resolution of complaints received in relation to the services that are offered by our organisation, and its staff. If you have any complaints about the products or services provided to you, please contact us and tell us about your complaint. We have a complaints and internal dispute resolution process to try and resolve them as quickly as possible. If this does not resolve the matter or you are not satisfied with the way a complaint has been dealt with you have the right to refer the matter to our external disputes resolution service. We will provide information about this service including contact information when you lodge your complaint with us or at any time upon your request.

The definition of a complaint under AS4269 and for the purposes of our process is; “Any expression of dissatisfaction with a service or product being offered or supplied”

In dealing with all disputes we will ensure that the process is conducted with the intention to resolve the dispute in a respectful, cooperative, efficient, timely and fair manner which is completely transparent whilst adhering to strict confidentiality and privacy obligations.

If our internal complaints handling process is unable to resolve your complaint we will provide information about our external disputes facilities.

External disputes facilities available to you include the Financial Ombudsman Service (FOS). For disputes that fall outside the jurisdiction of the FOS, you will be offered other avenues for resolution as appropriate. This may include the need to seek legal advice.

All complaints received under our Lloyd's Coverholder facilities should first undergo review by the Lloyd's Australia Office prior to being referred to FOS.

Complaints Process for all clients other than Lloyds Products.

  • All complaints should be made in writing and addressed to the Complaints Manager, Ensurance Underwriting Pty Ltd, P.O. Box 523, Milsons Point, NSW 1565.
  • Within 24 hours of receiving a complaint, the details will be entered into the Complaints Register and will detail the complaint.
  • Within five (5) working days of receipt, you will be informed in writing that Ensurance Underwriting Pty Ltd has received the complaint with an indication provided regarding expected timeframe for further discussions/correspondence.
  • All complaints should be resolved within 45 days of the complaint being received. You will be informed of this time frame at the time you lodge your complaint. If your complaint is not settled within 45 days from the date of the complaint, then the Complaints Manager will inform you of your entitlement to make a formal complaint to the Financial Ombudsman Service or seek other redress.

Complaints process for Lloyds Coverholder Clients.

  • All complaints should be made in writing and addressed to the Complaints Manager, Ensurance Underwriting Pty Ltd, P.O. Box 523, Milsons Point, NSW 1565.
  • Within 24 hours of receiving a complaint, the details will be entered into the Complaints Register and will detail the complaint.
  • Within five (5) working days of receipt, you will be informed in writing that Ensurance Underwriting Pty Ltd has received the complaint with an indication provided regarding expected timeframe for further discussions/correspondence.
  • Should the complaint remain unresolved after fifteen (15) business days then reference to the Lloyds Internal Dispute Resolution (IDR) process should be made and contact details provided;
    Lloyds Underwriters’ General Representative in Australia
    Lloyds Australia Ltd
    Level 9, 1 O’Connell Street, Sydney NSW 2000
    idraustralia@lloyds.com
    Telephone Number (02) 8298 0783
    Facsimile Number (02) 8298 0788

  • The length of time required to resolve a particular dispute by Lloyds will depend on the individual issues raised, however in most cases a written response to the dispute will be sent within 15 business days of receipt of the complaint.
  • Should the dispute not be resolved to the clients satisfaction Lloyds Australia will advise the client what further avenues are available to them. This could include referral to FOS if applicable or in the case of those clients not eligible for referral to the Australian FOS then they may be eligible for referral to the UK FOS.
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