What to do if you have a complaint?
The policies purchased from Evari Insure Pty Ltd (‘Evari’) are underwritten by certain underwriters at Lloyd's (Lloyd’s) or the Australian branch of Allied World Assurance Company, Ltd (Allied World). Evari, Lloyd's and Allied World aim is to provide the highest service to our policyholders and, to this end, we have developed the following procedures for the fair handling of complaints.
How can we help you?
All policyholders can take advantage of the complaints service which has established procedures for dealing with complaints and disputes regarding your policy or claim.
For Allied World Policies:
Any enquiry or complaint relating to your policy or claim should be addressed to Evari in the first instance.
You can contact Evari to make a complaint in the following ways:
Mail to PO Box 7923 Cloisters Square, Perth, WA 6850
To allow Evari to consider Your complaint, the following information needs to be provided (where available):
- Your name, address, email and telephone number;
- Policy number, claim number and product type;
- An explanation of the situation that led to the complaint; and
- Copies of any supporting documentation you believe may assist Evari in addressing your complaint properly.
Evari will respond to your complaint within 15 working days, unless an alternative time frame has been agreed with you.
For Allied World Policies
In the unlikely event that Step 1 does not resolve the matter or you are not satisfied with the way your complaint has been dealt with, you should contact Allied World.
In the unlikely event that this does not resolve the matter or if you do not agree to an alternative timeframe to respond to your complaint, at your request, your complaint will be referred through an internal dispute resolution process. Your complaint will be reviewed and you will be provided with a final decision within 15 working days of your request for review, unless an alternative timeframe has been agreed with you.
You can contact Evari to make a complaint in the following ways:
Mail to PO Box 7923 Cloisters Square, Perth, WA 6850
External Dispute Resolution
If your complaint is not resolved in a manner satisfactory to you or we do not resolve your complaint within 45 calendar days of receiving it at
Step 1, you may refer the matter to the Australian Financial Complaints Authority (AFCA):
AFCA is an independent external dispute scheme. Any decision the AFCA makes is binding on us. Your dispute must be referred to the AFCA within 2 years of the date of our final decision. AFCA has authority to review certain complaints. Please contact AFAC and they can advise if your complaint is one they can consider.
This service is free of charge to policyholders.
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