First to Pay after a severe tropical cyclone

We are committed to meeting and exceeding clients’ expectations whenever possible and would like to know if your expectations have not been met.  You are entitled to make a complaint about any aspect of your relationship with us including the conduct of our agents and representatives.  We will attempt, in good faith, to resolve any complaint or dispute in a fair, transparent and timely manner.

What to do if you have a complaint

If You have any concerns or wish to make a complaint in relation to this Policy, or Our representative’s services or Your insurance claim, please let Us know and We will attempt to resolve Your concerns in accordance with Our Internal Dispute Resolution procedure.

Please contact Redicova in the first instance:

Email:                                              complaints@redicova.com.au

Phone:                                             1300 733 426 or 1300redicova

Postal Address:                              Redicova Complaints Officer, PO Box 1197, Tully QLD 4854

To allow Redicova to consider your complaint, the following information needs to be provided (where available):

  • name, address, email and telephone number of the insured;
  • Policy number or claim number; and
  • an explanation of the situation that led to the complaint.

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 Limited who will determine whether it will be reviewed by their office or the Lloyd’s UK Complaints team.  Lloyd’s Australia Limited contact details are:

Email:                               idraustralia@lloyds.com

Phone:                             02 8298 0783

Address:                          Level 16, Suite 1603, 1 Macquarie Place, Sydney NSW 2000

 

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 complaint or at any time.

AFCA can be contacted as follows:

Phone:                             1800 931 678

Email:                               info@afca.org.au

Postal Address:              Australian Financial Complaints Authority – GPO Box 3, Melbourne VIC 3001

Website:                         www.afca.org.au

Your complaint must be referred to AFCA within 2 years of the 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.