Coverly takes the concerns of its customers very seriously and have detailed complaint handling and internal dispute resolution procedures that you can access. Please note that if we have resolved your initial complaint to your satisfaction by the end of the 5th business day after we have received it, and you have not requested that we provide you a response in writing, the following complaint handling and internal dispute resolution process does not apply.

This exemption to the complaints process does not apply to complaints regarding a declined claim, the value of a claim, or about financial hardship.

Stage 1 – Complaint Handling Procedure

If you are dissatisfied with any aspect of your relationship with Intuitive including our products or services and wish to make a complaint, please contact us at:

Please provide us with your claim or policy number (if applicable) and as much information as you can about the reason for Your complaint. We will investigate your complaint and keep you informed of the progress of our investigation. We will respond to your complaint in writing within ten (10) business days provided we have all necessary information and have completed any investigation required. In cases where further information or investigation is required, we will work with you to agree reasonable alternative timeframes.

Stage 2 – Internal Dispute Resolution Procedure

If you are dissatisfied with our response to your complaint, you may ask that your complaint be referred to:

As part of the IDR procedure, Lloyd’s Australia will:

• Acknowledge your complaint

• Provide you with the name and contact details of the person assigned to reviewing it

• Do their utmost to resolve the complaint to your satisfaction within 10 business days

• If they cannot resolve your complaint within 10 business days, they will provide updates every 10 business days, unless you agree to a different timeframe

• Provide a final decision within 30 calendar days of the date on which you first made your complaint

• If they cannot provide a final decision in this timeframe, they will tell you, in writing, the reasons for the delay and your right to take the complaint to the Australian Financial Complaints Authority (AFCA)

• Give you the information they relied on when making a decision about your complaint within 10 business days of you asking for it

Stage 3 – External Dispute Resolution Procedure

If You are dissatisfied with Lloyd's dispute determination, or We are unable to resolve Your complaint or dispute to Your satisfaction within forty-five (45) days, You may refer Your complaint or dispute to the Australian Financial Complaints Authority (AFCA), subject to its Rules.

AFCA is an independent external dispute resolution scheme approved by the Australian Securities and Investments Commission.

Where a dispute is covered by the AFCA Rules, the General Insurance Division of AFCA offers a free and accessible dispute resolution service to consumers. You may contact AFCA at any time at:

Customers not eligible for referral to the AFCA, may be eligible for referral to the Financial Ombudsman Service(UK). Further details will be provided to You with Lloyd's final decision.