Commercial General Liability
Complaints

How to make a complaint

If you wish to make a complaint, please contact either Mitti Insurance or the Claims Administrator handling your claim in the first instance. We will attempt to resolve it in accordance with our Internal Dispute Resolution ("IDR") procedure, which complies with Code and ASIC guidelines, and our commitment below.

You can make a complaint about any aspect of your relationship with us or the Claims Administrator, including your policy or claim and our service, staff or handling of a complaint, or the service of any party acting on our behalf or who we have appointed.

Our commitment to you

As part of our complaints handling procedure, we will:

• Acknowledge your complaint

• Provide you with the name and contact details of the person assigned to reviewing it

• Do our utmost to resolve the complaint to your satisfaction within 10 business days

• If we cannot resolve your complaint within 10 business days, we will provide updates every 10 business days, unless you agree to a different time frame

• Provide a final decision within 30 calendar days of the date on which you first made your complaint

• If we cannot provide a final decision in this timeframe, we will tell you, in writing, the reasons for the delay and your right to take the complaint to the Australian Financial Complaints Authority (AFCA)

• Give you the information we relied on when making a decision about your complaint within 10 business days of you asking for it.

Depending on the outcome of our review, we may refer your complaint to Lloyd's Australia, who will determine whether it will be reviewed further by their office or the Lloyd's UK Complaints Team.

External Review

If you are not happy with a response, you may refer your complaint to AFCA at any time. If your complaint is not resolved to your satisfaction within 30 calendar days of the date on which you first made the complaint, AFCA may review it, subject to its Rules.

Your complaint must be referred to AFCA within 2 years of the final decision, unless AFCA considers special circumstances to apply. If your complaint is not eligible for consideration by AFCA, you may seek independent legal advice.

How much will this procedure cost you?

This service is free of charge.

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