If you have any complaints about the service provided to you, you should take the following steps:

    1. Contact us and tell us about your complaint
    2. If you complaint is not satisfactorily resolved within 24 hours, please contact our Complaints Manager, on (02) 8913 1640 or put your complain in writing and send it to the Complaints Office at:HQ Insurance Pty Ltd
      PO Box 1329
      North Sydney NSW 2059(Please mark your envelope “Notice of Complaint”)
    3. Alternatively please email Sara Ryman

    We would like to advise that we subscribe to the Insurance Brokers Code of Practice and the Australian Financial Complaints Authority (AFCA), a free customer service.  If your complaint is not successfully resolved by our office within 45 days from the date reported to our office, it can be referred to the AFCA to assist in making an independent assessment of your issue(s).

    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:

    For Lloyds Underwriting
    Lloyd’s Australia Limited
    Level 9, 1 O’Connell St
    Sydney NSW 2000
    Telephone: (02) 8298 0783
    Email: idraustralia@lloyds.com

    For Swiss Re Underwriting
    Swiss Re International SE, UK Branch
    Per Galileo Underwriting Agency LLP 30 St Mary Axe, LONDON
    EC3A 8EP
    Email: complaints_sriuk@swissre.com