Compliance

How to Complain

It is Arch Insurance Australia’s (AUAL Australia’s) intention to provide an excellent service to all our customers; however, we recognise that there may be occasions when you feel that this has not been achieved. If you are unhappy with any aspect of the service that you receive, please contact either your usual insurance adviser or:

The Complaints Manager
Arch Insurance Australia
Level 11, Suite 11.02
360 Collins Street
Melbourne
VIC
3000

Telephone: +61 3 9629 5444
Email: [email protected]

Please state the nature of your complaint, and, if applicable, the policy and/or claim number, the name of any claim handling organisation with whom you have been dealing and their reference number.

• We will issue an acknowledgement of the complaint promptly, giving an indication of the action that will be taken and the time-scales.
• We will investigate the complaint and respond within 10 business days, provided we have all necessary information and have completed any investigation required. In cases where further information, assessment or investigation is required, we will agree reasonable alternative timeframes. If you remain dissatisfied after our response, please contact Lloyd’s Australia Limited as explained below in the “What to do if you have a complaint” section.

The existence of this complaints procedure does not affect any right of legal action you may have against AUAL Australia.

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What to Do if You Have a Complaint?

About Lloyd’s

Lloyd’s is the world’s specialist insurance and reinsurance market, bringing together an outstanding
concentration of underwriting expertise and talent.

In Australia, Lloyd’s is proud to be a member of the Insurance Council of Australia. Lloyd’s has
adopted the General Insurance Code of Practice, subject to certain specific qualifications. Your
Lloyd’s intermediary (“the coverholder”) or claim administrator must also meet the requirements of
the Code. You can obtain a copy of the Code at www.codeofpractice.com.au.

Lloyd’s aims to provide the highest level of service to our Australian policyholders and have
developed procedures, applicable to the entire Lloyd’s market, for the honest, fair and timely
handling of complaints.

How Can We Help You?

You can make a complaint about any aspect of your relationship with us, including your policy or
claim and our service, staff or handling of a complaint.

If you wish to make a complaint, please contact either the Lloyd’s coverholder or the administrator
handling your claim in the first instance. They will attempt to resolve it in accordance with our
Internal Dispute Resolution (IDR) procedure, which complies with Code and ASIC guidelines, and
our commitment below.

Our Commitment to You

As part of our IDR procedure, we will:

• Acknowledge your complaint.
• Provide you with the name and contact details of the person assigned to reviewing it.
• Do our utmost to resolve the complaint to your satisfaction within 10 business days.
• If we cannot resolve your complaint within 10 business days, we 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 we cannot provide a final decision in this timeframe, we 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 we relied on when making a decision about your complaint within 10 business days of you asking for it.

Depending on the outcome of our review, we may refer your complaint to Lloyd’s Australia, who will determine whether it will be reviewed further by their office or the Lloyd’s UK Complaints Team.

Contact Lloyd’s

Telephone: +61 (2) 8298 0783
Email: [email protected]

Lloyd’s Australia Limited
Level 16, 1 Macquarie Place
Sydney NSW 2000

External Review

You may refer your complaint to AFCA at any time. If your complaint is not resolved to your satisfaction within 30 calendar days of the date on which you first made the complaint, AFCA may review it, subject to its Rules.

Contact AFCA

Telephone: 1800 931 678
Email: [email protected]

Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001

Your complaint must be referred to AFCA within two 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 seek independent legal advice.

How Much Will This Procedure Cost You?

This service is free of charge.

Vulnerability Policy

How We Support Customers Experiencing Vulnerability

We are committed to taking extra care with persons who experience vulnerability in relation to our Retail insurance (see definition section below).

We recognise that a person’s vulnerabilities can give rise to unique needs, and that their needs can change over time and in response to particular situations. A person’s vulnerability may be due to a range of factors such as:

1. age;
2. disability;
3. mental health conditions;
4. physical health conditions;
5. family violence;
6. language barriers;
7. literacy barriers;
8. cultural background;
9. Aboriginal or Torres Strait Islander status;
10. remote location; or
11. financial distress.

We encourage you to tell us about your vulnerability so that we can work with you to arrange support — otherwise, there is a risk that we may not find out about it.

You can contact us on 03 9629 5444 or at [email protected]

We value the protection of your privacy. Please refer to our Privacy Policy for details on how we deal with and manage personal information.

If you are experiencing Financial Hardship contact us on 03 9629 5444 or [email protected] to find out about the support we can provide to you. We have policies and training for employees to help them identify if you are experiencing financial hardship and decide how we may be able to provide support to you. This can include fast-tracking claims if you have an urgent financial need, payment options for your claims excess, or putting action to recover an amount from you on hold if we identify you are experiencing financial hardship.

If you are affected by Family Violence refer to our policy about how we will support you which can be found under the under the Family Violence tab on this page.

We are also committed to treating people with past or current mental health conditions fairly. We have a program designed to drive and improve employee awareness and design our products and services in accordance with anti-discrimination laws regarding mental health.

For links to helpful assistance services see below:

Interpreting and other assistance services

Government Translation and Interpretation Service

Immediate phone interpreting (24 hours, every day of the year)

Phone: 131 450 (within Australia)

Phone: +613 9268 8332 (outside Australia)

ATIS phone interpreting

(24 hours, every day of the year)

Phone: 1 800 131 450

Free Interpreting Service

(enquiries about free services)

Phone: 1300 575 847

Email: [email protected]

The National Relay Service (NRS) is an Australia-wide telephone access service available to customers who are deaf or have a hearing or speech impediment.

Voice: 1300 555 727

TTY: 133 677

SMS: 0432 677 767

Other Support

Wesley LifeForce service finder provides a tool for suicide prevention services and crisis support to people most at risk. Connect to a range of local services in your area.
Visit Wesley Lifeforce service finder

IDCare supports Australians concerned with issues relating to misuse of their identity or cyber security.
Call 1800 655 556 (Monday to Friday, 8am – 5pm AEST) or submit your request online.

1800 RESPECT is a free and confidential service for family and domestic violence support.
Call 1800 737 732 (available 24/7).

Beyond Blue provides information and support for depression, anxiety and suicidal thoughts.
Call 1300 224 636 for immediate support (available 24/7).

Lifeline is a free and confidential 24-hour crisis support and suicide prevention services.
Call 13 11 14

MENSLINE 24/7 support, information and referral service for men with family and relationship issues.
Phone: 1300 78 99 78
Website: mensline.org.au

Advocare provides a range of advocacy and information services specially designed to assist older people, their families and carers.
Call 1800 655 566

Services Australia delivers government payments and services. If eligible, social work services can provide support, counselling and information in difficult times.
Visit Services Australia for contact information.

National Debt Helpline provides free financial counselling that helps people in Australia manage debt problems.
Call 1800 007 007 (Monday to Friday, 9:30am ­– 4:30 pm)

Ask what your bank may be able to do for relief for your mortgage payments or other options.

If you’re finding it tough to pay your bills give your utility company a call because they may be able to assist.

Definitions

Retail Insurance means a general insurance product that is provided to, or to be provided to, an individual or for use in connection with a Small Business, and is one of the following types:

1. a motor vehicle insurance product (Regulation 7.1.11);
2. a home building insurance product (Regulation 7.1.12);
3. a home contents insurance product (Regulation 7.1.13);
4. a sickness and accident insurance product (Regulation 7.1.14);
5. a consumer credit insurance product (Regulation 7.1.15);
6. a travel insurance product (Regulation 7.1.16);
7. a personal and domestic property insurance product (Regulation 7.1.17) as defined in the Corporations Act 2001 and the relevant Regulations.

Small Business means a business that employs:

1. less than 100 people, if the business is or includes the manufacture of goods; or
2. otherwise, less than 20 people.

Arch Underwriting at Lloyd’s (Australia) Pty Ltd Public Family Violence Policy

This policy sets out Our commitment to assist Customers that may be affected by Family Violence. This policy only applies in relation to Retail Insurance.

We are committed to assisting Customers who may be experiencing Family Violence with sensitivity, dignity, respect, compassion and take into account such Customers’ security and financial hardship circumstances where applicable.

This may include arranging additional support in relation to your insurance arrangements or, for example, referring you to people, or services, with specialist training and experience to assist you with your personal circumstances.

Certain terms have special meaning as set out in the Definitions section below.

Training

We provide appropriate training to all our employees to help them:

1. understand if you may be vulnerable;
2. identify, support and avoid harm to Customers affected by Family Violence;
3. decide about how best, and to what extent, we can support you;
4. protect private and confidential, and personal information of Customers affected by Family Violence;
5. take account of your particular needs or vulnerability; and
6. engage with you with sensitivity, dignity, respect and compassion — this may include arranging additional support, for example referring you to people, or services, with specialist training and experience.

We will review and update our training on a regular basis.

If You Are in Immediate Danger

The safety of you and your family is of utmost importance.

Call the police on 000 if you or your family members are in immediate danger.

Once an emergency situation has passed you can later contact us in relation to your insurance needs.

Tell Us about Your Situation if You Can

Where you are in a position to tell our employees about your circumstances or concerns please do this so we can offer support and assistance in a timely manner.

Note: This is not an obligation imposed on subscribers under the Code. It is more appropriate to include this in the internal policy.

Support and Assistance

When we become aware that you may be in a Family Violence situation, we will make a record of this to try and minimise the need for you to make repeated disclosure to us about your situation.

We will discuss safe ways to communicate with you and record this on file for example:

1. whether it is a good time to talk;
2. if it’s safe to leave phone messages; or
3. alternative ways to contact you or your support person.

Our employees may ask you questions about your current situation to understand whether it is safe to continue with the call at that time. For example, by asking if you are alone or with someone else at the time. This information may also assist us to refer you to an appropriate external service provider also for further help.

You can ask us to deal with a support person on your behalf at any time. We will need their contact details and consent from you to do this.

If we identify that you may be in a Family Violence situation we will ask in any case if you would like us to deal with a support person on your behalf (for example, a lawyer, consumer representative, counsellor, interpreter, relative or friend) and to provide us with their details if you can so that we can contact them to continue the call with your consent to reduce the risk of you being exposed to danger.

If you would prefer to only speak to an employee with a particular gender because of your circumstances we will arrange for this provided it is practical for us to do so. In time critical situations this may not always be the case.

Your Policy Details

We will ask you if you have more than one policy or account that needs to be amended due to Family Violence and will proactively search for other policies in your name to ensure that any protection we put in place for you applies across all the policies you hold with us.

We will help you to set up new insurance policies if required.

We will arrange for correspondence in relation to joint policies to be sent to different addresses (whether physical or email) for you and the alleged perpetrator if you request this.

We will inform you about the circumstances and nature of information that we have to share with the alleged perpetrator so that you can make arrangements accordingly.

Private and Confidential Information

We will handle your personal information in accordance with, and subject to, the requirements under the Privacy Act 1988 (Cth) and any other applicable laws and our Privacy Policy.

We are committed to the security of your personal information and will engage with you to determine your preferred methods of communication.

We will minimise the need for you to repeat disclosure.

We will not disclose your personal information to the alleged perpetrator of the Family Violence if you tell us who they are, even if they are a joint policyholder, unless we are required to do so by law.

Where you have told us you are in a Family Violence situation we recommend that you update any personal security codes you may use to prevent access to your information by the alleged perpetrator, especially if they are based on information the alleged perpetrator may be aware of.

Claims Handling

Our employees will handle a claim with sensitivity, flexibility and care if:
a. you and the alleged perpetrator are joint policyholders; or
b. the alleged perpetrator has caused the claim — for example, by damaging the property the subject of the claim.

If you are affected by Family Violence and you made a claim with us, we will support you throughout the claims process depending on your circumstances, for example, we may fast track your claim, provide you with emergency payments or accommodation and/or review decisions that we made where there is ambiguity about cover.

We will not require you to do either of the following (unless you are comfortable doing so):

1. make direct contact with the alleged perpetrator; or
2. make a police report about the alleged perpetrator.

We will try to make sure any claim payment is made to the appropriate party or parties, as applicable and subject to any legal obligations we must abide by.

We will also ensure that anyone visiting your home or site on our behalf is trained and aware that you may be in danger, and be mindful that events that result in insurance claims can trigger violence.

Financial Hardship Assistance

If you tell us, or we identify, that you are being affected by Family Violence, we will ask about your financial situation to determine if you are experiencing Financial Hardship.

In addition to the Code’s existing requirements about Financial Hardship, we will:

1. fast-track the financial hardship request; and
2. provide options for you to retain your policy if you cannot pay the premium. Suchoptions could include:
   • changing the benefit structure or the sum insured;
   • reducing the benefits, or removing, or altering, benefit options; or
   • pausing premium payments, without cancelling the policy.

If you have an outstanding debt with us, or if you are experiencing family violence which impacted on your financial wellbeing to meet your payment obligations, please contact us so we can discuss how we may help.

Assistance Services

The following are a list of specialist service providers identified by the Insurance Council of Australia that may be able to assist customers experiencing Family Violence. We do not have any affiliation or relationship with these organisations and are not responsible for any assistance services they may provide.

Australia-wide

• Kildonan UnitingCare.
• 1800 RESPECT Ph. 1800 737 732.
• Domestic and Family Violence Response Training.
• Lifeline Australia Ph. 13 11 14.
• Mensline Ph. 1300 78 99 78.

Australian Capital Territory

• Legal Aid ACT.

New South Wales

• NSW Health Education Centre Against Violence.
• Women’s Domestic Violence Court Advocacy Service.
• Gendered Violence Research Network, UNSW.
• Ask LOIS (Women’s Legal Service NSW).
• LawAccess NSW.
• Legal Aid NSW.

Northern Territory

• Northern Territory Legal Aid Commission.

Queensland

• Queensland Centre for Domestic and Family Violence Research • Legal Aid Queensland.

South Australia

• Legal Services Commission of South Australia.

Tasmania

• Legal Aid Commission of Tasmania.

Victoria

• Domestic Violence Resource Centre Victoria.
• Victoria Legal Aid Western Australia.
• Women’s Council for Domestic and Family Violence Services.
• Legal Aid WA.

Definitions

“Customer, you, your” means an individual insured, a third party beneficiary, a potential customer or an individual we are seeking to recover money from.

“Family Violence” means violent, threatening, or other behaviour by a person that coerces or controls a member of the person’s family or causes the family member to be fearful. Examples of behaviour that may constitute family violence include, but are not limited to the following:

1. physical violence;
2. emotional abuse;
3. psychological abuse or controlling behaviour;
4. sexual abuse;
5. financial or economic abuse;
6. damage to property;
7. stalking;
8. abuse of older Australians;
9. technological abuse, such as abusive emails or tracking activity on phone and electronic devices;
10. behaviour by a person that causes a child to hear or witness, or otherwise be exposed to the effects of behaviour referred to above.

Retail Insurance means a general insurance product that is provided to, or to be provided to, an individual or for use in connection with a Small Business, and is one of the following types:

• a motor vehicle insurance product (Regulation 7.1.11).
• a home building insurance product (Regulation 7.1.12).
• a home contents insurance product (Regulation 7.1.13).
• a sickness and accident insurance product (Regulation 7.1.14).
• a consumer credit insurance product (Regulation 7.1.15).
• a travel insurance product (Regulation 7.1.16)
• a personal and domestic property insurance product (Regulation 7.1.17), as defined in the Corporations Act 2001 and the relevant Regulations.

1. Small Business means a business that employs less than 100 people, if the business is or includes the manufacture of goods; or otherwise, less than 20 people.

“We, us, our” means Arch Underwriting at Lloyd’s (Australia) Pty Ltd ABN 27 139 250 605.

Arch Underwriting at Lloyd’s (Australia) Pty Ltd – Privacy Policy

Purpose

In this Privacy Policy “We,” “Our” and “Us” means Arch Underwriting at Lloyd’s (Australia) Pty Ltd ABN: 27 139 250 of Level 4 Suites 4.01 & 4.02, 68 York Street Sydney NSW 2000 and its authorised representatives, related companies, and third parties who provide services to us or on its behalf. This Privacy Policy applies to any personal information we collect, handle use or disclose from 22nd February 2018.

Arch Underwriting at Lloyd’s (Australia) Pty Ltd (“AUALA”) is a proud supporter of the intent of the Privacy Act 1988 as amended by the Privacy Amendment (Notifiable Data Breaches) Act 2017. Our aim is to provide the highest service to our Australian Policyholders, and to that end, have developed the following procedures for the fair handling of personal information.

Our privacy policy applies to all information collected about individuals, regardless of how or from where or who the information is collected. It may be collected in relation to a personal or a business policy, but does not protect information obtained regarding the business or its related entities. It also does not protect information regarding our own employees.

Why We Collect Personal Information

We collect personal information in order to provide you with insurance and insurance related services. Only information necessary for the completion of the above services, AUALA business, or related activities will be collected. This includes information necessary to consider the risk, administer the insurance, assess a claim and determine competitive and appropriate premiums.

We may also sometimes collect personal information for the development of better products and services, and for conducting marketing and customer service research. We may sometimes share this information with our related companies in order to serve you better.

We usually collect identifying information such as your name, address, contact telephone numbers and email addresses. If you are applying for a product we may offer, we may also need to collect specific information that will enable us to supply that product to you. We will collect and store this information in a manner that allows us to assist you in the future.

Some products or services may require us to collect ‘sensitive information’, which may include (but is not limited to) your membership of associations, health data, and criminal records. We will only collect this type of information where necessary to provide our services to you and in accordance with the Privacy Act 1988.

If you do not agree to provide us with the information we request, we may not be able to offer you the product or services you seek.

How We Collect Personal Information

Collection can take place through websites (from data input directly or through cookies and other web analytic tools), email, by telephone or in writing. We collect it directly from you unless you have consented to collection from someone other than you, it is unreasonable or impracticable for us to do so or the law permits us to.

If you provide us with personal information about another person, you must only do so with their consent and agree to make them aware of this privacy notice.

Who We Disclose Your Personal Information To

Your personal information will only be disclosed to third parties where the disclosure is reasonably required in order to carry out AUALA’s business or activities, unless you have authorised otherwise, or if required by law.

The third parties include: Our related companies and our representatives who provide services for us, other insurers and reinsurers, our claim management partner(s), your agents, our legal, accounting and other professional advisers, data warehouses and consultants,  investigators, loss assessors and adjusters, other parties we may be able to claim or recover against, and anyone else appointed by us to review, and handle complaints or disputes, and any other parties where permitted or required by law.

We may need to disclose information to persons located overseas who will most likely be located in the United Kingdom. Who they are may change from time to time. You can contact us for details or refer to our privacy policy available at our website. In some cases, We may not be able to take reasonable steps to ensure these parties do not breach the Privacy Act 1988 and they may not be subject to the same level of protection or obligations that are offered by the Privacy Act 1988.  By proceeding to acquire our services and products, you agree that you cannot seek redress under the Privacy Act 1988, or against us (to the extent permitted by law), and may not be able to seek redress overseas.

Security of Your Personal Information

We will endeavour to protect your personal information from misuse, loss, unauthorised access, modification or disclosure. We maintain physical security over our paper and electronic data stores and premises, by means such as locks and security systems. We also maintain computer and network security. For example, we use firewalls (security measures for the Internet) and other security systems such as user identifiers and passwords, to control access to computer systems where personal information is stored.

We may need to transfer your personal information overseas in order to properly carry out our business. The countries in which these recipients of your personal information are located will depend on the types of services we provide to you, the location of the reinsurer and the location of other services providers. We are unable to identify this location until such time as the services have been provided and this may be subject to change whilst the services are being provided.

In all cases we will take reasonable steps to ensure all entities to whom we transfer your personal information comply with the Privacy Act 1988 including ensuring appropriate security measures are taken by those entities to protect your personal information from unauthorised access and use.

Accuracy of and Access to Your Personal Information

We will take reasonable steps to ensure that the personal information you provide is accurate, complete and up to date, whenever it is used, collected or disclosed. You are entitled to access your personal information if you wish and request correction if required. We may request reasonable costs from you to cover retrieving this information.

Opting Out

If we send you any information about services or products, or you do not want us to disclose your personal information to any other organisation you can opt out by contacting us by telephone on 02 8284 8400.

Notifiable Data Breach

If we identify a breach or suspected breach of your personal information we will make an assessment expeditiously and within 30 days to determine if a breach has occurred that is likely to cause you serious harm, an “eligible data breach”. If an eligible data breach is identified we will notify you and the Australian Information Commissioner of the breach as soon as practicable. We will also provide you with recommendations of the steps you should take in response to the breach. When making contact with you, we will use the usual method of communication. If we cannot contact you, we will place a notice on our website.

Complaints Regarding the Handling of Your Personal Information

If you are dissatisfied about how we have handled your personal information you have the right to make a complaint about the matter.

In the first instance, please raise your complaint with AUALA by either writing to US at Arch Underwriting at Lloyd’s (Australia) Pty Ltd, Suites 4.01 & 4.02, Level 4, 68 York Street Sydney NSW 2000 or by telephone 02 8284 8400 or email [email protected]. WE will investigate the matters raised by you and respond directly to you within 30 days.

If you are dissatisfied with our response, you should refer the matter to the Office of the Australian Information Commissioner:

GPO Box 5218, Sydney NSW 2001.

Phone toll free: 1300 363 992

TTY: 133 677 then ask for 1300 363 992

Email: [email protected]

Updating this Privacy Policy

In the event that this Privacy Policy or any part thereof is amended or modified in the future, the revised version will be available from our office.

We are required to produce Target Market Determinations under the Treasury Laws Amendment (Design and Distribution Obligations and Product intervention Powers) Act 2019, to ensure that we are considering our customers needs when developing and distributing our Accident & Health products.

The Arch Australia Target Market Determinations are available upon request by contacting us at [email protected].