Complaints and Disputes Procedure

If you are dissatisfied in any of your dealings with us, please contact us to see if we can resolve the difficulty. Wherever possible, we prefer to resolve issues as early as possible and with the minimum of disruption to you. If you remain dissatisfied, you have the option of initiating a formal complaint.

Complaint to Manufactured Homes Insurance Agency Limited (MHIA)

You can submit your complaint either by writing a letter to us or by filling out a Complaint Form.

Complaint Forms are also available for download in Acrobat PDF format or can be obtained from our Complaints Officer:

FREECALL 1800 676 700

Your complaint will be acknowledged, in writing, within three working days of the date the complaint document is received.

Stage 1 – Complaint Review by MHIA’s Complaint Committee

The Complaints Committee will investigate your complaint and our Complaints Manager will respond to you in writing within 10 working days from the date of MHIA's acknowledgement letter.  Where further information is required, we may approach you about negotiating a reasonable alternative timeframe.  If you are not satisfied with our response or this process, you have the option of taking your complaint to Stage 2.

Stage 2 – Dispute Review by the Insurers or MHIA’s IDR Committee

Lloyd's Australia Limited has brochures detailing their processes and timeframes for reviewing your dispute. You will receive this information from us at Stage 1. Contact details are shown below.

Lloyd's Underwriters' General Representative in Australia

Lloyd's Australia Limited

Suite 2, Level 21 Angel Place

123 Pitt Street

Sydney  NSW  2000

Telephone: (02) 9223 1433

Facsimile: (02) 9223 1466

If you are still dissatisfied after receiving a review of your dispute, you can refer your dispute to Stage 3.

Stage 3 – Dispute Review by External Dispute Resolution Services

Lloyd's Australia Limited uses the services of the Financial Ombudsman Service Limited (FOS).  You may be able to access their services depending on the type of complaint (e.g. FOS does not review complaints about liability claims).  FOS can advise you whether your dispute falls within their terms of reference. You must contact FOS within 2 years of receiving the Insurer's written decision. Contact details are given, below.