We treat complaints seriously. If you have a complaint about any aspect of your relationship with us, including your policy, claim, or our service, staff or handling of a complaint, please let us know. We’ll acknowledge your complaint and attempt to resolve it within 10 business days if we have all necessary information and have completed any investigation required. If further information or investigation is required, we’ll agree reasonable alternative timeframes with you.
We want to resolve any complaint or dispute for you as quickly as possible. The best place to start is to contact our Customer Disputes and Resolution Team using the form below.
If you require specialist services please refer to our Vulnerable Customers page.
If we are unable to resolve your complaint to your satisfaction, we will escalate it to our Insurer:
For policies purchased on or after Wednesday 11th October 2023
HDI Global Specialty SE - Australia
Email: [email protected]
Mail: HDI Global Specialty SE - Australia, Level 19, 20 Martin Place, Sydney NSW 2000
For policies purchased on or before Tuesday 10th October 2023
Lloyd’s Australia Limited
Email: [email protected]
Call: +61 2 8298 0783
Mail: Lloyd’s Australia Limited Suite 1603/1 Macquarie Pl, Sydney NSW 2000
A final decision will be provided to you within 30 calendar days of the date on which you first made the complaint unless certain exceptions apply.
We aim to resolve complaints within 30 days. If we are unable to do so or you are dissatisfied with our final decision, you may lodge a complaint with Australia Financial Complaints Authority (AFCA) for external dispute resolution.
You can contact AFCA directly:
Online: www.afca.org.au
Email: [email protected]
Call: 1800 931 678
Mail: Australian Complaints Authority GPO BOX 3, Melbourne VIC 3001
Your complaint must be referred to AFCA within 2 years of the final decision, unless AFCA considers special circumstances apply. If your complaint is not eligible for consideration by AFCA, you may be referred to the Financial Ombudsman Service (UK) or seek independent legal advice.
1Cover ® is a registered trademark of 1Cover Pty Ltd. 1Cover Pty Ltd ABN 91 105 954 265, is an authorised representative of Coffre-Fort Pty Limited ABN 66 125 358 518, AFS Licence No. 472457. Before you buy, please read the Product Disclosure Statement and Target Market Determination. Any information contained on this website is general advice only and has been prepared without taking into account your objectives, financial situation or needs. You should consider these having regard to the Product Disclosure Statement (‘PDS’). Before you purchase, please note in particular, the eligibility criteria, travel warnings in place and limitations to claim under multiple policy sections.
This insurance is underwritten by HDI Global Specialty SE – Australia.
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