If you are not fully satisfied with our services, please contact us and tell us about your complaint or dispute. We will acknowledge your complaint/dispute in writing within 24 hours (or one business day) of receipt and endeavour to resolve your problem within 30 working days.

If your complaint cannot be resolved to your satisfaction by us, you have the right to refer the matter to the Australian Financial Complaints Authority (AFCA) with whom LCA is a member.

AFCA can be contacted on 1800 931 678 (freecall) or online at www.afca.org.au (opens a new window). The mailing address for AFCA is GPO Box 3, Melbourne, VIC 3001. Alternatively, you can contact the Australian Securities & Investment Commission at their freecall infoline on 1300 300 630.

If you have a complaint about a policy that we arranged under a Lloyd’s Coverholder binder authority, that can’t be resolved to your satisfaction by us, you have the right to refer the matter to Lloyd’s Australia Limited.

The process is detailed here (opens a new window).

Lloyd’s Australia Limited, Level 9, 1 O’Connell St, Sydney NSW 2000
Email address: idraustralia@lloyds.com (opens a new window)
Telephone number: (02) 8298 0783
Facsimile number: (02) 8298 0788

Your dispute will be referred to the Policyholder and Market Assistance at Lloyd’s. Complaints that cannot be resolved by them may be referred to the Financial Ombudsman Service UK. Further details will be provided at the appropriate stage of the complaints process.