Coverholder at Lloyd's

We are proud to offer our clients unparalleled service through our partnerships.

About Lloyd’s

Lloyd’s is the world’s specialist insurance and reinsurance market.

With expertise earned over centuries, Lloyd’s is the foundation of the insurance industry and the future of it. Led by expert underwriters and brokers who cover more than 200 territories, the Lloyd’s market develops the essential, complex and critical insurance needed to underwrite human progress.

Backed by diverse global capital and excellent financial ratings, Lloyd’s works with a global network to grow the insured world – building resilience for businesses and local communities and strengthening economic growth around the world.

Visit www.lloyds.com for more information.

Complaints | Disputes

There are established procedures for dealing with complaints and disputes regarding your policy or claim.

Please click here to view the complaints and dispute resolution process.

General Insurance Code of Practice

The Insurance Council of Australia Limited has developed the General Insurance Code of Practice (“the Code”), which is a voluntary self-regulatory code. The Code aims to raise the standards of practice and service in the insurance industry. 

Lloyd’s has adopted the Code on terms agreed with the Insurance Council of Australia.  For further information on the Code please click here.

The Code Governance Committee (CGC) is an independent body that monitors and enforces insurers’ compliance with the Code. Please click here for more information on the Code Governance Committee (CGC).

Financial Hardship

Harlocks is committed to providing support to clients experiencing Financial Hardship. We understand that there may be times when circumstances beyond your control can make it difficult to meet all your financial commitments.

Please click here to view Financial Hardship information.

Using interpreters and teletypewriter services (TTY)

Where possible we will provide access to an interpreter if you ask us to, or if we need an interpreter to communicate effectively with you. If you would like to use an interpreter when contacting us, you can call Translating and Interpreting Service (TIS) on 131 450 to arrange this. 

For more information about how to use TIS please click here.

If you have a speech or hearing impairment and need help to make or receive phone calls, you can contact the National Relay Service for assistance. 

For more information on how you use the National Relay Service please click here.

Family Violence Policy 

Harlocks is committed to assisting customers who may be affected by family violence, require an interpreter or are experiencing vulnerability. Our Family Violence policy outlines principles and processes which our employees will follow to assist you if you are experiencing Family Violence. If you are in immediate danger, please call 000

Target Market Determinations (TMDs)

As part of the Product Design and Distribution Obligations (DDO), insurers and other issuers of financial products are now required to create written Target Market Determinations (TMDs) for all products that require a Product Disclosure Statement (PDS).

TMDs describe a class of Retail Clients that are the insurer’s/ issuer’s target market for the product and specify any conditions and restrictions on the distribution of retail products, any events and circumstances that would reasonably suggest the TMD is no longer appropriate and the reporting periods for when complaints about the product should be provided to the insurer/issuer. The TMD must be publicly available.

Please click here to view Target Market Determinations (TMDs).