Complaints
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.
Step 1
- 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.
Step 2
For Lloyd's Policies
In the unlikely event that this does not resolve the matter or you are not satisfied with the way your complaint has been dealt with, you should contact:
Lloyd's Australia Limited
Level 9, 1 O'Connell Street Sydney NSW 2000
Fax to (02) 8298 0788
- Name, address and telephone number of the policyholder (“You)
- The type of insurance policy involved
- Details of the policy concerned (policy and/or claim reference numbers, etc)
- Name and address of the insurance intermediary through whom the policy was obtained (“Evari”)
- Details of the reasons for lodging the complaint
- Copies of any supporting documentation you believe may assist us in addressing your dispute appropriately.
Where your complaint is eligible for referral to the Australian Financial Complaints Authority (AFCA), your complaint will be reviewed by a person at Lloyd’s Australia with appropriate authority to deal with your dispute.
Lloyd's will acknowledge your complaint in writing within 5 business days of receiving it, and they will keep you informed of the progress of their review of your complaint at least every 10 business days.
The length of time required to resolve a particular dispute will depend on the individual issues raised. In most cases, however, you will receive a full written response.
For Allied World Policies
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.
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):
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