Complaints

Making a Complaint

We aim to offer outstanding client support from cover to claim. If for some reason you are unhappy with your experience with us, we want to hear from you. You can provide your feedback by phone, in person or in writing. Use the below method that best suits you:

Phone: 1300 761 661
Email: enquiries@ebmcoverlink.com.au
Online: Our complaints for can be found on our website (ebmcoverlink.com.au/complaints)
In Person: 1162 Hay Street West Perth WA 6005
Post: Address your letter to:
The Complaints Manager
PO Box 1065 West Perth WA 6872

We are here to support clients who may be going through vulnerable circumstances such as financial hardship, family violence, illness or other.  If you need assistance and have a complaint, please refer to our Vulnerable Client Policy for details about how we can assist you.

We are committed to helping and supporting people experiencing vulnerability and will take extra care to assist you in the most effective way possible.

We will allow your representatives (including financial counsellors, legal representatives, family, friends and members of parliament) to lodge complaints on your behalf.

If your complaint relates to an insurer product, services or insurer staff, we will clarify and confirm that with you and promptly advise the relevant insurer of your complaint.

EBM CoverLink’s Complaint Resolution Response (Internal Dispute Resolution)

We will acknowledge receipt of the complaint within one business day of receiving it or as soon as practicable. The team will investigate your complaint and let you know if further information is required.

If we act for the insurer and the complaint relates to the insurer we will follow the insurer’s complaints process (usually contained in the PDS and/or policy/wording).

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.

What To Do If You Are Not Satisfied With EBM CoverLink’s Response 

You may refer your complaint to the Australian Financial Complaints Authority (AFCA), if your complaint is not resolved to your satisfaction within 30 calendar days of the date on which you first made the complaints or at any time. EBM CoverLink and Insurers are members of AFCA.

AFCA is a free, independent external disputes resolution services provided to customers to review and resolve complaints, subject to its rules. For details you can visit their website at www.afca.org.au or contact them:

Australian Financial Complaints Authority
PO Box 3 Melbourne VIC 3001

Telephone: 1800 931 678 (free call)

Email: info@afca.org.au

You may refer a complaint to AFCA at any time. Time limits apply. For example, AFCA may not consider your complaint referred to AFCA more than 2 years after we provide a final Internal Dispute Resolution (IDR) response to you, unless AFCA considers special circumstances apply.

If in doubt, contact AFCA. If AFCA tells you that under its rules it cannot assist you or consider your dispute, then you can seek independent legal advice. You can also access any other external dispute resolution or other options that may be available to you.

Complaints Relating to a Policy Placed with Lloyd’s Underwriters

A complaint relating to a policy placed with Lloyd’s underwriters involves a three-stage process.

In the first instance refer your complaint to us. We will acknowledge your complaint within 1 business day and in most instances will resolve it within 10 business days from the day of the receipt.

If we do not resolve your complaint within that period, we will escalate the matter directly to Lloyd’s Australia.

Lloyd’s will provide a final decision within 30 calendar days of the date on which you first made the complaint.

If this timeframe cannot be met, you will be informed of the reasons for the delay and advised of the right to refer the matter to the Australian Complaints Authority (AFCA) using contact details provided above.

Contact details for Lloyd’s Australia Limited are:

Lloyd’s Australia Limited
Ph: (02) 8298 0783
idraustralia@lloyds.com
Level 32, 225 George Street, Sydney NSW 2000

If your complaint is not eligible for consideration by AFCA, you may be referred to the Financial Ombudsman Service (UK) or can seek independent legal advice.
For full details of this process, refer to Complaint Handling Guidelines on www.lloyds.com

Our Privacy Policy

We are committed to protecting your privacy. We use the information you provide to advise about and assist with your insurance needs. We only provide your information to insurance companies, underwriting agencies, wholesale brokers and premium funders with whom you choose to deal (and their representatives). We do not trade, rent or sell your information. If you don’t provide us with full information, we can’t properly advise you and you could breach your duty of disclosure. You can check the information we hold about you at any time. 

For more information about our Privacy Policy, ask us for a copy or click the policy link below. By completing the request below, I certify that I am aware that any collection of personal information is used in accordance with EBM CoverLink’s Privacy Policy:

 

Complaints

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