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.

For Lloyd's Policies:

Contact us if you want to make a complaint about a Lloyd’s policy

For Allied World Policies:

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

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):

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 Lloyd's 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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^ Pause Feature available for Legal Liability cover paid monthly in advance. You get the proportion of money paid for the pause period in the current month as a credit the next month. You need to continue to pay a month in advance which may mean you need to pay any difference between the amount of the current month’s credit and the premium. If you pause and a payment is overdue your policy will be cancelled if the overdue amount remains unpaid 30 days after the due date.