EventCover aims to provide you with the highest quality of service and support.
But if you do have a complaint or encounter a problem, please let us know so that we can have an opportunity to make it right.
What should you do if you have a complaint?
If you have any concerns or wish to make a complaint in relation to any of our policies, 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.
In the first instance, you can contact us at:
We will acknowledge receipt within 5 business days of receiving your complaint.
We will respond to your complaint within 10 business days of the date we have all the information we need to determine your complaint. If we have to do more work or ask for more information, we may agree a reasonable timeframe with you.
We will update you at least once every 10 business days, or another time interval we may agree with you, until your complaint is resolved. Sometimes complaints can be held up because we need information from third parties, but if this happens we will keep you informed.
What should you do if you’re still not happy?
In the unlikely event that this does not resolve the matter or you are not satisfied with the way your complaint has been dealt with, you should contact one of the following:
Any enquiry or complaint relating to a Lloyd’s policy or claim should be addressed to:
Lloyd's Underwriters' General Representative in New Zealand
Following receipt of your complaint, you will be advised whether your dispute will be handled by Lloyd’s Australia or the Lloyd’s Complaints team in the UK, or what other avenues are available to you:
- Where your complaint is eligible for referral to the Insurance & Financial Services Ombudsman (IFSO), your complaint will generally be reviewed by a person at Lloyd’s Australia with appropriate authority to deal with your dispute.
- Where your complaint is not eligible for referral to the IFSO, Lloyd’s Australia will refer your complaint to the Lloyd’s Complaints team in the UK if it falls within the jurisdiction of the UK Financial Ombudsman Service, who will review your complaint and will liaise directly with you.
- For all other matters you will be advised of what other avenues may be available to you.
How Long Will the Stage Two Process Take?
Your complaint will be acknowledged in writing within 5 business days of receipt, and you will be kept informed of the progress of our review of your complaint at least every 10 business days.
The length of time required to resolve a particular dispute will depend on the individual issues raised, however in most cases you will receive a full written response to your complaint within 10 business days of receipt, provided we have received all necessary information and have completed any investigation required.
If the matter cannot be resolved at stage two and/or it has been more than two months since the complaint was made, you will be advised of the reasons for this via a 'deadllock' letter and advised of your right to elevate the matter to IFSO.
If your policy is not relating to a Lloyd's policy or claim, you can contact the IFSO directly.
You can contact them at: https://www.ifso.nz/complaints/ or telephone 0800 888 202 or +64 4 499 7612
Or write to:
Insurance & Financial Services Ombudsman Scheme
PO Box 10-845
Wellington 6143
New Zealand
IFSO is an independent body that operates nationally in New Zealand and aims to resolve disputes between you and your insurer. Your dispute must be referred to IFSO within 3 months of the date of our deadlock letter. Determinations made by IFSO are binding upon us.
Clients not eligible for referral to IFSO, may be eligible for referral to the Financial Ombudsman Service (UK). Such referral must occur within 6 months of the final decision by the Complaints team at Lloyd's. Further details will be provided with their final decision to you.
