Australasia

General Insurance Code of Practice

The Insurance Council of Australia Limited has developed the General Insurance Code of Practice (‘the Code’), which is a voluntary self-regulatory code. The Code aims to raise the standards of practice and service in the insurance industry.

Lloyd’s has adopted the Code on terms agreed with the Insurance Council of Australia. For further information on the Code please visit www.codeofpractice.com.au.

The Code Governance Committee (CGC) is an independent body that monitors and enforces insurers’ compliance with the Code. For more information on the Code Governance Committee (CGC) go to www.insurancecode.org.au.

Complaints and disputes

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 Sportscover IDR in the first instance:

Complaints Officer
Sportscover Australia Pty Ltd
Email: idr@sportscover.com
Locked Bag 6003
Wheelers Hill, Victoria, Australia 3150
Phone: (03) 8562 9100   +61 3 8562 9100 (Int.)
Fax:      (03) 8562 9111   +61 3 8562 9111 (Int.)

We will acknowledge receipt of your complaint and do our utmost to resolve the complaint to your satisfaction within ten business days.

If we are unable to resolve your complaint to your satisfaction, we will escalate your matter to Lloyd’s Australia which will determine whether it will be reviewed by its 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.

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 two 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.

Europe

Complaints / Feedback

If you wish to make a complaint about Sportscover in relation to our service or products or for any other reason, you may refer your complaint electronically, in writing or over the phone to the Compliance Officer for review.

Compliance Officer
Sportscover Europe Ltd
Second Floor, 153 Fenchurch St
London
EC3M 6BB

Tel: 0207 283 8444
Email: complaintuk@sportscover.com

Within 5 working days of receiving your complaint, the Compliance Officer will acknowledge the complaint and begin to investigate.

If you are insured with a Lloyds syndicate, the Compliance Officer will respond to you within 28 days to give you our final decision or advising that we have been unable to resolve the complaint within the 28 days and therefore the complaint has now been passed to Lloyd’s Complaints Department to resolve.

If you are not insured with Lloyds, after 28 days, the Compliance Officer will advise when he anticipates being able to offer you a final decision and why he is unable to do so at that stage. We will provide you with our final decision within a further 28 days or will advise you to take the matter to the Financial Ombudsman Service details of which can be found by visiting the Financial Ombudsman Service’s website http://www.financialombudsman.org. The Financial Ombudsman Service may be contacted at

Exchange Tower,
London E14 9SR.

You can also contact them on 0800 023 4567 or 0300 123 9123

If you are not satisfied with our final response and you are an Eligible Complainant you may also refer your complaint to the Financial Ombudsman Service.

Generally a person is an Eligible Complainant if the person is:

a) A private individual; or
b) A business, which has a group annual turnover of less than €2 million at the time the complaint is made and employs fewer than 10 people; or
c) A charity which has an annual income of less than £1million at the time the complaint is made; or
d) A trustee of a trust which has a net asset value of less than £1million at the time the complaint is made.