The fresh approach to Rural Insurance - Rural Affinity

Dispute Resolution Procedure

We view seriously any complaint made about Our products or services and will deal with it promptly and fairly. If You have a complaint please first try to resolve it by speaking to the relevant member of Our staff. If the matter is still not resolved, Our staff member will offer to refer the matter to Our Internal Dispute Resolution Officer, or You can Contact Our Internal Disputes Resolution Officer directly on (02) 9496 9300. We will acknowledge receipt of Your complaint in writing within 2 working days.

If the complaint relates to the insurance cover We will, provided We have sufficient information, complete the review within 15 working days. Where We are unable to do so, We will agree a new timeframe for responding to You. In any case, We will provide You with an update every 10 working days.

If You are not satisfied with the response from Our Internal Disputes Resolution Officer, You can contact Lloyd’s Australia to request a review of the complaint.

Contact details for Lloyd’s Australia Limited:

Level 9, 1 O’Connell Street, Sydney, NSW, 2000 (02) 8298 0783 idraustralia@lloyds.com

If your dispute is not resolved in a manner satisfactory to you, you may refer the matter to the Financial Ombudsman Service (FOS). For further details You can visit their website www.fos.org.au or contact them:

GPO Box 3, Melbourne, VIC, 3001 1800 367 287 | info@fos.org.au

Further details regarding our complaints process are available on request.