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.
Stage 3 – 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 AFCA.