Complaints Handling
We are committed to providing high-quality products and services. If you are dissatisfied with any aspect of your experience with us, please let us know. We take complaints seriously and aim to resolve them promptly and fairly.
For details on how to lodge a complaint and the steps involved in our Internal Dispute Resolution process, please see below. This service is provided at no cost to you.
Step 1 - Contact Us
If you have any concerns or wish to make a complaint in relation to this policy, our services or your insurance claim, please let us know and we will attempt to resolve your concerns in accordance with our Internal Dispute Resolution procedure. Please contact Level Underwriting in the first instance:
Complaints Officer
Level Underwriting Pty Ltd
Email: support@leveluw.com.au
Phone: 02 9139 9999
Address: Level 3, Building 7, 570-588 Swan St, Richmond, VIC, 3121
We will acknowledge receipt of your complaint and do our utmost to resolve the complaint to your satisfaction within 10 business days.
Step 2 - Lloyds Escalation
If we cannot resolve your complaint to your satisfaction, we will escalate your matter to Lloyd’s Australia who will determine whether it will be reviewed by their office or the Lloyd’s UK Complaints team. Lloyd’s contact details are:
Lloyd’s Australia Limited
Email: idraustralia@lloyds.com
Telephone: (02) 8298 0783
Post: Suite 1603 Level 16, 1 Macquarie Place, 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.
Step 3 - External Review by AFCA
You may refer your complaint to the Australian Financial Complaints Authority (AFCA), if your complaint is not resolved to your satisfaction within 30 calendar days of the date on which you first made the complaint or at any time. AFCA can be contacted as follows:
Telephone: 1800 931 678
Email: info@afca.org.au
Post: GPO Box 3 Melbourne VIC 3001
Website: www.afca.org.au
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 you can seek independent legal advice. You can also access any other external dispute resolution or other options that may be available to you.
The Underwriters accepting this Insurance agree that:
(i) if a dispute arises under this Insurance, this Insurance will be subject to Australian law and practice and the Underwriters will submit to the jurisdiction of any competent Court in the Commonwealth of Australia;
(ii) any summons notice or process to be served upon the Underwriters may be served upon:
Lloyd’s Underwriters’ General Representative in Australia
Level 32
225 George Street
Sydney NSW 2000
who has authority to accept service on the Underwriters’ behalf;
(iii) if a suit is instituted against any of the Underwriters, all Underwriters participating in this Insurance will abide by the final decision of such Court or any competent Appellate Court.