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 is the world’s specialist insurance and reinsurance market, bringing together an outstanding concentration of underwriting expertise and talent. Over 80 syndicates underwrite insurance at Lloyd’s, covering all classes of business. Together they create insurance solutions for businesses in over 200 countries and territories around the world.

In Australia, Lloyd’s is proud to be a member of the Insurance Council of Australia. Underwriters at Lloyd’s proudly support the General Insurance Code of Practice subject to certain specific qualifications. You can obtain a copy of the code at www.codeofpractice.com.au.

Both Evari and Lloyd's 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.

Stage 1

Any enquiry or complaint relating to your policy or claim should be addressed to Evari (“the coverholder”) or to the person handling your claim in the first instance – in most cases this will resolve your grievance.

Evari Insure Complaints Officer - Robert Jeffery Ph: (08) 6002 1091 Email: complaints@evari.insure

We will respond to your complaint within 15 business days provided we have all necessary information and have completed any investigation required. Where further information, assessment or investigation is required, we will seek to agree reasonable alternative timeframes with you. You will also be kept informed of the progress of your complaint.

Stage 2

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 St Sydney NSW 2000 Telephone: (02) 8298 0783 Facsimile: (02) 8298 0788 Email: idraustralia@lloyds.com

When you lodge your dispute with Lloyd's, they will usually require the following information:

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 Ombudsman Service (FOS), your complaint will be reviewed by a person at Lloyd’s Australia with appropriate authority to deal with your dispute.

How long will the Stage 2 process take?

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.

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 Stage 1, you may refer the matter to the Australian Financial Complaints Authority(AFCA) Online: www.afc.org.au Email: info@afc.org.au Phone: 1800 931 678 Mail: Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001

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.

How much will this procedure cost you?

This service is free of charge to policyholders.