Dispute Resolution Process

We strive to do things the right way and keep our customers happy. However, sometimes differences do occur. When this happens, our aim is to resolve them as amicably and as quickly as possible. This means that we offer an Internal Dispute Resolution Process (IDR) in the event that a customer is not satisfied with the outcome or any aspect of their insurance with us.

To utilise our IDR Process you just have to call us on (02) 8412 3500 and ask to speak to the Compliance Manager whose contact details are as follows.

Genesis Underwriting Pty Ltd
Attn: Anthony Jodrell
5 Waimea Street,
North Balgowlah NSW 2093
Phone: 02 8412 3500

Genesis Underwriting Pty Ltd is a signatory to and participates in the General Insurance Code of Practice. To access the General Insurance Code of Practice please visit codeofpractice.com.au.

The Code Governance Committee (CGC) is an independent body that monitors and enforces insurers’ compliance with the Code. For more information on the Code Governance Committee (CGC) go to www.insurancecode.org.au

We will acknowledge receipt of your complaint and do our utmost to resolve the complaint to your satisfaction within 10 business days.

If we cannot resolve your complaint to your satisfaction, we will escalate your matter to Lloyd’s Australia who will determine whether it will be reviewed by their 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

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.

We will do everything to reach a resolution within the terms of the policy. If your complaint is not resolved in a manner satisfactory to you or we do not resolve your complaint within 30 calendar days, you may refer the matter to Australian Financial Complaints Authority (AFCA).

AFCA can be contacted by post GPO Box 3, Melbourne VIC 3001, phone 1800 931 678 or email info@afca.org.au. More information can be found on their website www.afca.org.au

AFCA is an independent body that operate nationally in Australia and aims to resolve disputes. AFCA provides fair and independent financial services complaint resolution that is free to consumers. Your dispute must be referred to AFCA within 2 years of the date of our final decision. Unless AFCA considers special circumstances apply. If your complaint is not eligible for consideration by AFCA, you may be referred to the Financial Ombudsman Service (UK) or you can seek independent legal advice. You can also access any other external dispute resolution or other options that may be available to you.

The Underwriters accepting this Insurance agree that:

(i) if a dispute arises under this Insurance, this Insurance will be subject to Australian law and practice and the Underwriters will submit to the jurisdiction of any competent Court in the Commonwealth of Australia;

(II) any summons notice or process to be served upon the Underwriters may be served upon:

Lloyd’s Underwriters’ General Representative in Australia
Suite 1603
Level 16
1 Macquarie Place
Sydney NSW 2000

who has authority to accept service on the Underwriters’ behalf;
(iii) if a suit is instituted against any of the Underwriters, all Underwriters participating in this Insurance will abide by the final decision of such Court or any competent Appellate Court.

In the event of a claim arising under this Insurance notice should be given as soon as possible to: ANTHONY JODRELL, 0407170305 ajodrell@genesisuw.com.au who will onforward to our Third Party Claims Provider.