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") Committee.

Our IDR Committee will acknowledge your complaint and will respond to your complaint 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 with you. You will also be kept informed of the progress of your complaint.


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

Lloyd's Australia can be contacted at:


Lloyd's Australia Ltd
Level 9, 1 O'Connell Street
Sydney NSW 2000
Tel: (02) 8298 0783

Email: idraustralia@lloyds.com

Stage 3 – The Financial Ombudsman Service or Australian Financial Complaints Authority
If you are still displeased with the outcome after going through the processes listed above, you may refer the matter to FOSA or AFCA as follows:

For complaints lodged on or before 31 October 2018
You may refer the matter to FOSA. FOSA can be contacted by post GPO Box 3, Melbourne VIC 3001, phone 1800 367 287 or email info@fos.org.au. More information can be found on their website www.fos.org.au.

For complaints lodged on or after 1 November 2018
You may refer the matter to AFCA. AFCA can be contacted by post GPO Box 3, Melbourne VIC 3001, phone 1800 931 678 or email info@afca.org.au. More information can be found on their website www.afca.org.au.