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, Lloyds 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

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.

Step 2

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 Lloyds or Allied World.

For Lloyds 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:

Lloyds's Australia Limited
Level 9, 1 O'Connell Street Sydney NSW 2000
Fax to (02) 8298 0788

When you lodge your dispute with Lloyd's, they will usually require the following information:
  • 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.
Following receipt of your complaint, you will be advised whether your dispute will be handled by either Lloyd’s Australia or the Complaints team at Lloyd’s in London:

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.

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):

Mail to Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001
Visit AFCA OnlineEmail AFCACall 1800 931 678
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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ABN 55 624 972 550

© Evari Insure Pty Ltd ABN 49 615 973 487, AFSL 494857 (Evari) acts as agent under a binding authority for certain underwriters at Lloyds and for the Australia branch of Allied World Assurance Company, Ltd ABN 54 163 304 907. Any advice provided is general advice only and you should consider if it suits your needs. Any testimonials are based on individual circumstances. Please read the relevant Policy Wording before you buy to decide if the product is right for you. All product information displayed on this website is subject to policy terms and conditions (including exclusions and limitations). Your use of this website is subject to the website Terms of Use.

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