Complaints

Complaints - ATC

We take complaints about our products or services very seriously and are committed to dealing with them promptly and fairly.

If you are unhappy with the outcome of any dealings with us, we will work with you to resolve the issue utilising our complaints handling process.

This service is free of charge to you and is outlined below.


Stage 1 – Internal Review
Please contact us directly and request to have the matter reviewed by ATC Insurance Solution’s Internal Dispute Resolution (IDR) officer.

Our Internal Dispute Resolution officer will acknowledge your complaint within three business days and will respond to your complaint within 15 business days, provided they have all necessary information and have completed any investigation required.


Stage 2 – Lloyd’s Australia
Should the internal review not satisfactorily resolve your issue, you may request that your concens be reviewed by the Lloyd’s General Representative in Australia.

Lloyd’s Australia Ltd will treat your complaint as a dispute and will respond within 15 business days, provided they have all necessary information and have completed any investigation required.

Where further information, assessment or investigation is required, they will agree to reasonable alternative timeframes. You will be kept informed of the progress of your dispute every 10 business days.

Lloyd's Australia can be contacted at:


Lloyd’s General Representative in Australia
Lloyd’s Australia Ltd
Level 9, 1 O'Connell Street
Sydney NSW 2000 Australia
Tel: (02) 8298 0783
Fax: (02) 8298 0788

Email: idraustralia@lloyds.com

Stage 3 – Financial Ombudsman Service
If you remain dissatisfied with the outcome after going through the processes listed above, you can contact the Financial Ombudsman Service.

The Financial Ombusdsman Service is an independent external dispute resolution scheme. There is no charge for this service, however you need to contact the scheme within two years of the date of the final decision.

The Financial Ombusdsman Service can be contacted at:


Financial Ombudsman Service
GPO Box 3
Melbourne VIC 3001 Australia
Email:
info@fos.org.au
Tel: 1300 780 808 (toll free)
Fax: (03) 9613 6399
Web:
www.fos.org.au