Complaints

AUSTRALASIA

Complaints / Feedback

If you wish to make a complaint to Sportscover in relation to our products or quality of service, or for any other reason, please follow the Step by Step procedure outlined below.

Step 1

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 in writing or over the phone to the Internal Dispute Resolution (IDR) Department for review.

IDR Department

Sportscover Australia Pty Ltd
271-273 Wellington Road
Mulgrave, Victoria, Australia 3170
Phone: (03) 8562 9100       +61 3 8562 9100 (Int.)
Fax: (03) 8562 9111           +61 3 8562 9111 (Int.)
Email: idr@sportscover.com

Upon receiving your complaint, the IDR Department will provide a written response to you within 15 business days.

Step 2

If you are not satisfied with the response provided by the IDR Departnemt, you may refer your complaint to Lloyd’s Australia for further review.

Lloyd’s Australia Limited
Level 9

1 O’Connell Street

Sydney NSW 2000

Australia

Tel: +61 (0)2 8298 0700

Fax: +61 (0)2 8298 0788

If you remain dissatisfied with the response provided by Lloyd’s Australia, you may refer your complaint to the Financial Ombudsman Service. Please note that you may refer your complaint to FOS at any stage throughout the Complaints process if you so wish.

Lloyd’s Australia will provide you with the appropriate contact details for the Financial Ombudsman Service or click here to be redirected to the FOS website for further assistance.

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
75/77 Cornhill
London
EC3V 3QQ

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.

If your insurance policy is with Lloyd’s insurers you can refer your complaint to Lloyd’s at the following address:

Lloyd’s Complaints Department
Lloyd’s Market Services
Fidentia House
Walter Burke Way
Chatham
Kent
ME4 4RN

By phone + 44 (0)20 7327 5693

By email: complaints@lloyds.com

Website: www.lloyds.com/complaints