Complaints

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 and HDI Global Specialty SE–Australia have 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 underwriters’ 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 your insurance policy is with Lloyd’s underwriters:

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

If your insurance policy is with HDI Global Specialty SE–Australia:

If we are unable to resolve your complaint to your satisfaction, we will escalate your matter to HDI Global Specialty SE–Australia. Contact details are:

HDI Global Specialty SE–Australia
Internal Dispute Resolution Committee

Email: HGABdisputes@hdi-specialty.com
Post: GPO Box 3973, NSW 2001

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:

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 can seek independent legal advice. You can also access any other external dispute resolution or other options that may be available to you.