Complaints

It is SALT Marine Risks (SALT)intention to provide a first class service. However, there may be occasions when the Insured may feel that this objective has not been achieved.  

If you have any concerns or wish to make a complaint in relation to a policy, our 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 SALT in the first instance:  
Complaints Officer
SALT Marine Risks Australia Pty Limited or;
SALT Marine Risks New Zealand Limited
complaints@saltmarine.insure
www.saltmarine.insure

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 who will determine whether it will be reviewed by their office or the Lloyd’s UK Complaints team.

Lloyd’s contact details are:
Lloyd’s Australia Limited Email: idraustralia@lloyds.com
‍Telephone: +61 (0)2 8298 0783
Post: Suite 1603, Level 16, 1Macquarie Place, Sydney NSW 2000  

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.  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:  
Telephone: 1800 931 678
Email: info@afca.org.au
‍Post: GPO Box 3, Melbourne VIC3001
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.  

Any summons notice or process to be served upon the Underwriters may be served upon:  
Lloyd’s Underwriters’ General Representative in Australia Suite 1603, Level 16, 1 Macquarie Place Sydney NSW 2000