Commercial Specialists’ Insurance

(Jewellers, Fine Art Galleries, Museums, Auctioneers, Pawnbrokers)

Proposal Form

Keystone recommends that the proposed Insured keep a record of all information supplied for the purpose of entering into an insurance contract. Please answer all questions in full. If there is insufficient space, please provide further details on a separate sheet. All attached documents form part of this Proposal.

General Details

Proposed Insured Name (list all names to be covered by the policy):

Trading Name:

Name of Principal(s):

Business Address:

State:	Postcode:

Phone:	Mobile:

ABN:

Business Activity

How long has the business operated at the above premises?
How long has the business run in Australia or New Zealand at other locations?
How many people work in the business (including Principal(s)/Director(s))?
What will be the minimum number of employees (including Principal(s)/Director(s)) in the sales area of the business during opening hours, including lunchtimes?

Estimated Sales/Turnover (amount for the next 12 months)	$

Business Activity Break Down

Activity	Percentage %	*Other – please describe:
Retail	%
Wholesale	%
Manufacturing	%
Pawnbroking	%
Other*	%
100%

Basis of Valuation*

How do you require any claims to be settled (eg. cost price, etc)?

Stock and merchandise:	Contents:

*Note: All responses in this proposal must reflect the Basis of Valuation shown above.

Stock Records

When was the last annual stocktake conducted?
Are comprehensive records of all sales, purchase transactions, approvals, and inward/outward entrustments kept?	Yes ☐	No* ☐
Are computers/electronic equipment used for record keeping?	Yes ☐	No* ☐

*Note: Policy conditions may jeopardise rights to indemnity if records are found to be inadequate.

Insurance and Claims History

Has the business sustained any loss or damage (insured or not) which was or could have been covered by the proposed insurance within the last five years?	Yes ☐	No ☐

If yes, please provide details below:

Date	Details	Amount Paid
$
$
$
$
$

Has the proposed Insured had an insurance policy renewal declined or had any insurance policy cancelled for any reason within the last five years?	Yes ☐	No ☐
Has the proposed Insured or any member of the household of the proposed Insured had any losses which were or could have been covered by the proposed insurance within the last five years?	Yes ☐	No ☐
Has the proposed Insured or any principals of the proposed Insured ever been declared bankrupt?	Yes ☐	No ☐
Has the proposed Insured or any principals of the proposed Insured ever been convicted of a criminal offence?	Yes ☐	No ☐

If yes to any questions above, please provide full details on the Additional Information page of this Proposal.

Location (Situation) Details

If there is more than one location, please provide full details in Addendums of this Proposal for each location.

Address (not required if same as that on page 1):

Does the proposed Insured or any principals of the proposed Insured own the premises?	Yes ☐	No ☐
Is the premises:
at street front in a main street or thoroughfare?	Yes ☐	No ☐
at street front in a pedestrian mall (restricted or no vehicular access)?	Yes ☐	No ☐
within an arcade?	Yes ☐	No ☐
within a shopping centre?	Yes ☐	No ☐
If yes to (c) or (d), is the arcade or centre closed to the public at night?	Yes ☐	No ☐
Does the proposed Insured or any principals of the proposed Insured, an employee or a caretaker occupy the premises at night?	Yes ☐	No ☐

Please confirm details of the building construction for the Situation:

Walls	Brick ☐	Concrete ☐	Stone ☐	Steel ☐	Timber ☐	Other ☐
Roof	Tile ☐	Concrete ☐	Slate ☐	Metal ☐	Other ☐
Is the Situation on the ground floor?	No ☐	Yes ☐
If no, please provide details

Security

Locks

Is the public entrance protected by electronic buzzer entry/exit?	Yes ☐	No ☐
Is the public entrance protected by a double door interlocking mantrap?	Yes ☐	No ☐
If no to both above questions, please detail type of locks (standard/deadlocks/mortice) on all external doors:

Closed Circuit TV

Is CCTV used to monitor the business?	Yes ☐	No ☐
If yes, how many cameras are used?
Cameras record with:
Time-lapse video	Yes ☐	No ☐
Digital recording	Yes ☐	No ☐
How long are tapes/digital records kept?

Other details:

Alarm

Is an alarm installed at the premises?	Yes ☐	No ☐
If yes: What type of alarm is installed?
☐ Dedicated landline ☐ Mobile system ☐ Dialler system ☐ Other (describe below)
Is the alarm system monitored? (NB: If the alarm is not monitored by a security company, it is likely that we will not be able to quote.)	Yes ☐	No ☐
If yes, name of monitoring company:
Is the alarm system maintained under a regular servicing and testing contract?	Yes ☐	No ☐
If yes, how often is it serviced and tested?
Does the alarm system have line security?	Yes ☐	No ☐
If yes, type of system:
☐ GSM	☐ GPRS
What type of detectors are installed (tick all that apply)? ☐ passive infra-red ☐ break-glass detection ☐ door contacts ☐ window contacts
Doe the alarm system have hold-up/panic buttons?	Yes ☐	No ☐
If yes: What type? ☐ Portable (how many ) ☐ Under counter (how many )

Safe(s)

Is a safe installed at the premises?	Yes ☐	No ☐
If yes, how many? (if more than 2, add details on Additional Information page.)
Safe 1	Safe 2
Make: Model: Estimated: Size Weight Year made Cash rating	Make: Model: Estimated: Size Weight Year made Cash rating
Safe connected to alarm?	Yes ☐	No ☐	Safe connected to alarm?	Yes ☐	No ☐
Door contacts?	Yes ☐	No ☐	Door contacts?	Yes ☐	No ☐
Vibration/seismic sensors?	Yes ☐	No ☐	Vibration/seismic sensors?	Yes ☐	No ☐
Time locks installed?	Yes ☐	No ☐	Time locks installed?	Yes ☐	No ☐
Torch and drill resistant?	Yes ☐	No ☐	Torch and drill resistant?	Yes ☐	No ☐
Illuminated and seen from the street at night?	Yes ☐	No ☐	Illuminated and seen from the street at night?	Yes ☐	No ☐

Strongroom/s

Is there a strongroom at the premises?	Yes ☐	No ☐
If yes, please give the specification/construction of: Door Walls
If yes, is the strongroom equipped with time locks?	Yes ☐	No ☐

Display Window/s

Are there display windows at the premises?	Yes ☐	No ☐
If yes, how many?
Type of glass:
☐ Plate ☐ Laminated ☐ Bandit-proof ☐ Other (describe below) Glass thickness: mm
Rear of display windows protected by locked doors/shutters/grilles?	Yes ☐	No ☐
If yes, are they kept always locked with keys removed?	Yes ☐	No ☐

After hours are the front of display windows secured?	Yes ☐	No ☐
If yes, protected by:
Shutters/grilles	Yes ☐	No ☐
Roller door	Yes ☐	No ☐
Other:
Does this protection cover the entire front of the premises?	Yes ☐	No ☐

Other details:

Showcase/s

Is stock displayed in showcases (at or away from the premises)?	Yes ☐	No ☐
If yes: How many showcases inside the premises? How many showcases outside the premises?
Type of showcase glass:
☐ Plate ☐ Laminated ☐ Bandit-proof ☐ Other (describe below) Glass thickness: mm
Are showcases always locked with keys removed, except when items are being taken out or returned?	Yes ☐	No ☐
Is stock displayed in showcases away from the premises (eg. clubs, hotels, shopping centre mall)? (Note: these are any display cases/windows which physically cannot be stocked from inside the premises.)	Yes ☐	No ☐
If yes, for each outside showcase:
Address
Type of glass and thickness
Type of locks on showcase
Who has access
Additional details

Fire Protection

Extinguishers	Yes ☐	No ☐
Smoke detectors	Yes ☐	No ☐
Fire alarm (bells only)	Yes ☐	No ☐
Fire alarm (connected to central station)	Yes ☐	No ☐

Insurance Needs

General Cover

Stock and Goods in Trust

This comprises the business’ stock and merchandise. It also includes customers’ good held for repair/alteration and valuation, and goods on approval of consignment from third parties.

Stock Sum insured required:	$

Historical Stock (during the last 12 months):	Average	Maximum
Your own stock and merchandise	$	$
Goods in trust (other than for safe custody), on approval or consignment, or for repair etc.	$	$
Totals	$	$

The totals above are estimated to consist of:

Paintings	%
Non-fragile artworks/sculptures	%
Fragiles	%
Furniture	%
Stock in the Open Air	%
Jewellery, gold and platinum goods, precious stones and pearls	%
Watches	%
Clocks, silverware, plateware, giftware and crystal	%
Other goods (please describe)	%
100%

Seasonal Increase for Stock

Is extra stock cover required for peak seasons?	Yes ☐	No ☐
If yes, Additional sum insured required: $
Please tick months required:
☐ January	☐ February	☐ March	☐ April	☐ May	☐ June
☐ July	☐ August	☐ September	☐ October	☐ November	☐ December

Contents

This includes trade and office furniture, fixtures and fittings, machinery, plant, safes, alarm systems, tenant decorations and improvements, reference library, and other contents.

Sum insured required:	$

Cover 1 – Property Damage Extensions

Fire Extinguishment Costs	$
Removal of Debris	$

Cover 2 – Theft

Display Windows and Outside Showcases

Please give maximum values displayed (these limits cannot be exceeded when stocking)

Inside Premises	Outside Premises
Business Hours	After Hours	Business Hours	After Hours
Any one display window or showcase	$	$	$	$
All display windows or showcases	$	$	$	$

Values Out of Safe

Values out of safe relate to precious stock only (ie this does not include clocks, plateware, crystal, giftware and non-jewellery silverware). Please give the maximum total value of all jewellery, watches, gold and platinum, precious stones and pearls (including those in display windows, inside and outside showcases) out of a locked safe or strong room:

After Hours	During temporary closings (eg. lunchtimes)
Limit any one item	$	$
Limit all items (maximum value)	$	$

Cover 3 – Money

Money in Transit:	$

Money on Premises during business hours:	$

Money in locked safe or strongroom outside business hours:	$

Money in Custody:	$

Cover 4 – Glass

Do you require cover for internal and external glass?	Yes ☐	No ☐

Cover 5 – Business Interruption

Gross Profit	$
Additional Increased Cost of Working	$
Accounts Receivable	$
Claim Preparation and Proving Expenses	$
Uninsured Working Expenses	$
Indemnity Period	months

Cover 6 – Sendings and Transit

Sendings (Jewellery and Valuables only)

Australia (domestic)

Method of Sending	Annual Total	Ave. Value per Parcel	Max. Value per Parcel
Australia Post - Parcel Post / Express Post (without signature)	$	$	$
Australia Post – Express Post / Platinum Post (with signature)	$	$	$
Australia Post – Courier Post	$	$	$
Commercial Couriers	$	$	$
Failsafe / Fast Couriers / Toll Secure / Star Track Security / Express TNT Secure	$	$	$
Armoured Car	$	$	$

Overseas (international)

Method of Sending	Annual Total	Ave. Value per Parcel	Max. Value per Parcel
Australia Post - Express Courier International / Registered Airmail / EMS	$	$	$
Commercial Couriers	$	$	$
Airfreight Shipped as Valuable Cargo	$	$	$
Armoured Car	$	$	$
Please state all countries where items sent:

Stock Away from Premises – Personal Transit

Please give the following information in respect of all insured property (excluding money) carried outside the premises by the proposed insured, the proposed insured’s representatives, travellers, agents and/or messengers (but not brokers) in the last 12 months:

Within State (local/inside proposed insured’s state)

Name of Each Person	No. of days per year	Average Amount	Maximum Amount
$	$
$	$
$	$
$	$

Australia-wide (interstate)

Name of Each Person	No. of days per year	Average Amount	Maximum Amount
$	$
$	$
$	$

Overseas

Name of Each Person	No. of days per year	Average Amount	Maximum Amount
$	$
$	$
Please state countries to be visited:

Stock Away from Premises – Professional Fine Art Transit

Please give the following information in respect of all insured property (excluding money) carried outside the premises by Professional Fine Art Carriers in the last 12 months:

Australia-wide transit:	$

Overseas transit:	$

Stock Away from Premises – Courier Transit

Please give the following information in respect of all insured property (excluding money) carried outside the premises by standard Couriers in the last 12 months:

Australia-wide transit:	$

Overseas transit:	$

Cover 7 – Exhibitions and Shows

Does the business wish to display stock at exhibitions/trade shows over the next 12 months?	Yes ☐	No ☐
If yes, please give details: Number of exhibitions/trade shows to be attended: Values displayed: $ Additional Information:

Optional Extensions

Sum Insured Required
Contents Away from Premises1	$
Damage to Premises by Thieves2	$
Directors’ and Employees’ Tools-of-Trade and Personal Effects	$
Employee Dishonesty	$
Entrustments in Trade3	Average amount at any one time:	$
Maximum amount at any one time:	$
Does the business use entrustment / approbation notes for all outwards entrustments?	Yes ☐	No ☐
Entrustments to Photographers	$
Fusion and Machinery Breakdown	$
Home Risk (please fill in section below)*	$
Media Loans	$
Processing Risk/Workmanship – Jewellery and Valuables	$
Replacement of Locks and Keys	$
Stock Away from Premises (not Exhibitions, Shows or Showcases)	$
Wearing Risk – Jewellery and Valuables	$

1.	May include covering laptops, mobile phones, presentation equipment, etc used while away from the business.

2.	Provides cover at the premises where the business operates and/or for landlord’s fixtures and fittings for which the business is legally responsible.

3.	What was the estimated value entrusted to dealers, customers, repairers, cutters, setters and brokers in the last 12 months?

*Home Risk (only applicable if Transit cover is taken)

Does any principal, employee, traveller or agent take stock to their private home for any other purpose than in connection with travel shown under Outdoor Risk?	Yes ☐	No ☐
If yes, please give the following information for each person (please use Additional Information page to show below details for more staff if required):

Person 1 Name: Maximum Value kept at home: $ Address: Full details of safes, alarms and any other protections at this location:
Is the stock ever left unattended at this home?	Yes ☐	No ☐

Person 2 Name Maximum Value kept at home: $ Address: Full details of safes, alarms and any other protections at this location:
Is the stock ever left unattended at this home?	Yes ☐	No ☐

Public and Products Liability

This covers liability to third parties for personal injury or property damage caused by an incident during the period of insurance which is as a result of the business’ activities and products.

Is public and products liability required?	Yes ☐	No ☐
If yes, limit of liability required:	☐ $5,000,000 ☐ $10,000,000 ☐ $20,000,000

References

Note: Not required if this proposal is for renewal.

Please provide two references from your trade:

Contact Name	Company Name	Phone/Mobile Number

Declaration

After making appropriate enquiries, I declare that:

I am authorised on behalf of the proposed Insured(s) to complete this Proposal.

I have read and understood the Important Notices accompanying this Proposal.

Where I have provided information about another individual, I declare that the individual has been made aware of that fact and of the Keystone Privacy Statement.

I authorise Keystone to collect or disclose any personal information relating to this insurance to or from other insurers or insurance or credit reference services.

I confirm that the statements and information in this Proposal are true and complete.

I understand that, until a contract of insurance is entered into, I am under a continuing obligation to immediately inform Keystone of any change to the information contained in this Proposal.

I acknowledge that, if a contract of insurance is entered into, this Proposal and any accompanying documents will form the basis of the contract.

Name:	Signature:

Date: _____/_____/_____

Additional Information

Important Information

This Policy is issued by:

Keystone Underwriting Pty Ltd ABN 78 601 944 764 (Keystone)

Keystone Underwriting Pty Ltd is a Corporate Authorised Representative (No. 000468712) of:

Keystone Underwriting Australia Pty Ltd ABN 59 634 715 674 AFS License No: 518244

Who is the Insurer?

Certain Underwriters at Lloyd’s (“Underwriters”) will be providing the financial service. Keystone is authorised to quote, bind and issue Certificates of Insurance under a Binding Authority Agreement (Binder) granted to Keystone by those Underwriters. Keystone will provide details of the syndicate numbers and the proportions underwritten by them on request.

General Insurance Code of Practice

Lloyd’s supports the General Insurance Code of Practice and its purpose of raising the standards of practice and service in the general insurance industry.

What makes up the Insurance Contract?

This contract of insurance is made up of the Schedule, this Policy and any Endorsements that Keystone issues when an application is accepted or an existing Policy is renewed or amended.

Significant Features, Benefits and Exclusions

This Policy provides many significant features and benefits, subject to Conditions and Exclusions. Exclusions apply to this Policy and all of them are important. It is important that this Policy is read carefully to be aware of and understand the extent of cover that it offers. It will give full details of the Exclusions.

Significant Risks

The Insured should make sure that the sum insured and the limits to be purchased will be sufficient. All the terms and conditions contained in this Policy need to be understood.

Alteration to Risk and Deregistration

This Policy requires an Insured to notify Keystone within thirty (30) days of any material change to the business, or in the event of insolvency or bankruptcy. This Policy requires an Insured to give immediate notice of the cancellation, suspension, termination or imposition of conditions in respect of an Insured’s statutory registration. Claims arising from conduct which occurs subsequent to the cancellation, suspension or termination of the Insured’s statutory registration, licence, certification or authorisation under any relevant legislation or industry code of practice governing the Insured’s profession are excluded from indemnity under this Policy. However, this condition does not apply if the suspension relates purely to the late payment of registration fees.

Doctrine of Utmost Good Faith

Every insurance contract is subject to this doctrine which requires the parties to the contract to act toward each other with the utmost good faith. Failure to do so may prejudice any claims and/or the continuation of the insurance contract.

Duty of Disclosure

The Insured has a duty to tell Keystone anything they know, or could reasonably be expected to know, may affect Keystone’s decision to provide cover and on what terms, before entering into an insurance contract. This duty continues until Keystone agree to provide insurance. The same duty applies before renewal, extension, variance or reinstatement of an insurance contract.

Limits of Disclosure

The Insured does not have to disclose to Keystone any matter:

(a)	that diminishes the risk to be undertaken by Keystone; or

(b)	that is of common knowledge; or

(c)	that Keystone knows or, in the ordinary course of Keystone’s business, ought to know; or

(d)	for which Keystone has given a waiver.

Non-Disclosure

Keystone may cancel the Policy or reduce the amount paid to the Insured if a claim is made, or both if the Insured does not tell Keystone anything they are required to. Keystone may refuse to pay a claim and treat the contract as if it never existed if the Insured’s failure to tell Keystone is fraudulent.

Change of Circumstances

The terms and conditions of this Policy will be based on information the Insured provided to Keystone. It is essential Keystone are advised of any material change that occurs to this information prior to the inception of this Policy. Failure to do so by the Insured may prejudice any subsequent claims under the Policy and/or jeopardise the continuation of the insurance contract.

Buying Insurance

Set out below are important matters that apply to the initial enquiry, buying of insurance, and renewal of cover. Defined terms are the same as in the Policy.

Information that Keystone ask

Keystone will only ask for and consider relevant information when assessing the Insured’s application for cover.

Assessing Applications

The Insured will have access to information that Keystone has relied on in assessing their application and an opportunity to correct any mistakes or inaccuracies. Keystone may decline to release information in special circumstances, but will not do so unreasonably. Keystone will give reasons in these circumstances, and the Insured will have the right to request Keystone to review the decision through Keystone’s complaints handling procedures. Keystone will provide reasons in writing upon request.

Mistakes

Keystone will immediately initiate action to correct an error or mistake in assessing the Insured’s application for cover where it is identified.

Misrepresentation

Keystone’s sales process will be conducted in a fair, honest and transparent manner.

Declining Cover

If Keystone cannot provide insurance cover, Keystone will:

(a)	give reasons; and

(b)	refer the entity/person seeking insurance to another insurer, AFCA or NIBA, for information about alternative insurance options (unless they already have someone acting on their behalf).

Keystone will make available information about Keystone’s complaints handling procedures if the entity/person is unhappy with Keystone’s decision.

Policy Information

Information about Keystone’s policy wordings will be available when the Insured buy insurance from Keystone as well as on request. They will also be available on Keystone’s website at www.keystoneunderwriting.com.au.

Subrogation

The Insured may prejudice their rights regarding a claim if, without prior approval from Keystone, the Insured makes an agreement with a third party that would prevent Keystone from recovering any applicable loss (in whole or in part) from that, or another party.

This Policy contains provisions that have the effect of excluding or limiting Keystone’s liability for a claim under this Policy if you have entered into any agreement that excludes, limits or delays the Insured’s right to recover damages from another party in respect of such claim.

Cost of Policy

The cost of this Policy is made up of premium plus any applicable policy fees, government taxes and charges. Keystone may cancel this Policy if the Insured fails to pay the total premium due.

Deductibles

The Insured may be required to pay a deductible or excess if a claim is made under this Policy. Details of applicable deductibles or excess are provided in the Schedule. This Policy sets out the terms relating to the payment of deductibles or excesses.

Taxation

All taxes and charges are shown as separate items (e.g. fire and emergency services levy, stamp duty depending upon location and GST).

Cooling-off Period

The Insured has the right to cancel this Policy with Keystone within 14 days of the date that the Policy incepted, unless a claim is made. Keystone will refund the full amount of the premium less any duties or taxes payable if this cancellation occurs during the cooling-off period. This Policy will be terminated from the date Keystone receive the request to cancel.

Making a Claim

Benefits are payable if the Insured suffers a loss that is covered under this Policy during the Period of Insurance, except if an Exclusion or Condition applies. The Insured must immediately notify Keystone or their insurance adviser if there is a loss under this Policy.

Cancelling the Policy Before the Due Date

The Insured may cancel this Policy at any time by notifying us in writing, detailing the date that the cancellation will take effect. Keystone will refund any unearned premium to the Insured or their insurance adviser within 15 working days after the date of cancellation. Unearned premium will be computed pro rata for the unexpired term of this Policy, unless agreed in advance through the insurance adviser and set out in this Policy.

Privacy

Keystone are committed to safeguarding and protecting the Insured’s privacy. Keystone is bound by the provisions of the Privacy Act 1988 which sets out the standards to meet in the collection, use and disclosure of personal information.

The Act defines “personal information” as “information or an opinion about an individual whose identity is apparent or can reasonably be ascertained from the information or opinion”.

Purpose of Collection

Keystone will only use personal information the Insured provides to quote on and insure risks and matters incidental thereto, including investigating and managing claims.

It may be necessary for Keystone to provide the Insured’s personal information to others, such as other insurers or reinsurers, claims investigators, lawyers and other professionals, and government bodies. Keystone will not under any circumstances trade, rent or sell the information.

Keystone cannot properly quote insurance and cannot insure the Insured if they do not provide Keystone with complete, accurate and up-to-date information. If the Insured provide Keystone with personal information about anyone else, Keystone will rely on the Insured to have told them that their information will be provided to Keystone, to whom Keystone may provide it, the purposes for which Keystone will use it and that they can access it. Keystone relies on the Insured to have obtained their consent on these matters if the information is sensitive.

Access to Information

The Insured can check the personal information Keystone holds about them at any time. Requests for access can be made in writing to:

The Privacy Officer

Keystone Underwriting Australia Pty Ltd

17/296 Bay Road, Cheltenham VIC 3192

Keystone will keep the Insured informed of any delays in responding to the Insured’s request throughout the process.

Complaints

Keystone take all complaints seriously and have established internal dispute resolution procedures to ensure complaints are handled fairly, honestly and in a timely manner in accordance with the General Insurance Code of Practice.

The Code sets out a two-stage process:

Stage One Keystone will respond to the Insured’s Complaint within 15 business days of the date of receipt of the Complaint, provided Keystone has all the necessary information and have completed any investigation required. If Keystone cannot respond within 15 business days because Keystone does not have all necessary information or has not completed the investigation: (a) Keystone will let the Insured know as soon as reasonably practicable within the 15-business-day timeframe, and agree a reasonable alternative timetable with the Insured. Keystone will advise the Insured of the right to take the Complaint to Stage Two of the Complaints process if Keystone cannot reach an agreement with the Insured on an alternative timetable; and (b) Keystone will keep the Insured informed about the progress of the Complaint at least every ten business days, unless agreed otherwise. Keystone will respond to the Complaint in writing and advise the Insured of: (a) Keystone’s decision in relation to the Insured’s Complaint; (b) the reasons for Keystone’s decision; (c) the Insured’s right to take the Complaint to Stage Two if Keystone’s decision at Stage One does not resolve the Complaint to the Insured’s satisfaction. If the Insured wishes to make a Complaint, please contact: The Complaints Officer Keystone Underwriting Australia Pty Ltd 17/296 Bay Road, Cheltenham VIC 3192 Phone: 1300 946 530 Email: complaints@ksua.com.au	Stage Two – Review by Lloyd’s Australia The Insured may take the Complaint to Stage Two if Keystone’s Stage One decision does not resolve it to the Insured’s satisfaction or if the Insured is unhappy with the way Keystone are handling it. The Insured can do this at any time during Stage One. Taking the Complaint to Stage Two, the Insured should contact: Lloyd’s Australia Limited Level 9 1 O’Connell Street Sydney NSW 2000 Phone: (02) 8298 0753 Email: idraustralia@lloyds.com Where the complaint is eligible for referral to the Australian Financial Complaints Authority (AFCA) the complaint will generally be reviewed by Lloyd’s Australia. Otherwise, the matter will be referred to the Complaints Team at Lloyd’s based in the UK.

The Insured may be referred to the Australian Financial Complaints Authority (AFCA) under the terms of the General Insurance Code of Practice if the Complaint remains unresolved. AFCA can be contacted by post at GPO Box 3, Melbourne, Victoria 3001, phone 1800 931 678 or email info@afca.org.au. More information can be found on their website www.afca.org.au. The Insured will be referred to other proceedings for resolution of other disputes. Details are available from Lloyd’s Australia Limited at the address above.