Complaints

We are committed to providing the best possible service to our customers at all times. However, we understand that concerns may arise from time to time.

If you have any concerns or wish to make a complaint in relation to your 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.

We will acknowledge receipt of your complaint, aim to resolve it as quickly as possible, and keep you informed of its progress throughout the process.

Which complaints process applies?

The way we handle your complaint will depend on the complaints procedure set out in your policy wording. Your policy wording explains the steps that apply to your complaint and who is responsible for handling it. We will follow that procedure when reviewing and responding to your complaint.

Process A - Policies with a Lloyd's review stage

Step 1 - Talk to us

The first thing to do is contact us to discuss your concerns. We may be able to resolve your complaint straight away.

Alternatively, you may request an independent internal review of your complaint. This process involves an independent internal investigation of your complaint and a response from Senior Management addressing the concerns you have raised.

Step 2 - Lloyd's review

If Step 1 does not resolve your complaint to your satisfaction, the complaint will be referred to Lloyd's for review.

GARD will provide Lloyd's with a copy of the complaint file, including the documents relied upon in making the decision that is the subject of your complaint.

Lloyd's will review your complaint and provide a response addressing the concerns you have raised.

Step 3 - External review

If your complaint is not resolved to your satisfaction, you may refer your complaint to the Australian Financial Complaints Authority (AFCA).

AFCA provides fair and independent financial services complaint resolution that is free for consumers.

Process B - Policies without a Lloyd's review stage

Step 1 - Talk to us

The first thing to do is contact us to discuss your concerns. We may be able to resolve your complaint straight away.

Alternatively, you may request an independent internal review of your complaint. This process involves an independent internal investigation of your complaint and a response from Senior Management addressing the concerns you have raised.

We will provide you with a complaint decision within thirty (30) calendar days. If we are unable to meet this timeframe, we will inform you of the reason for the delay.

Step 2 - External review

If your complaint is not resolved to your satisfaction, or you do not receive a complaint decision within thirty (30) calendar days of the date on which you first made your complaint, you may refer your complaint to the Australian Financial Complaints Authority (AFCA).

AFCA provides fair and independent financial services complaint resolution that is free for consumers.

AFCA services are provided free of charge. Your complaint must generally be referred to AFCA within two (2) years of our complaint decision, unless AFCA determines special circumstances apply.