We’re Here to Help

At Go Insurance, we’re committed to doing the right thing — always. That means being transparent, listening when things go wrong, and making it right where we can.

If you’re not happy with something, we want to hear about it. All policyholders can access our free complaints service, and we’ve outlined the steps below so you know exactly what to expect.

Step 1: Talk to Us First

Most concerns can be resolved quickly and easily by contacting our team directly. You can get in touch by:


Go Insurance
PO Box 5964
Brendale QLD 4500

Email:customerrelations@goinsurance.com.au

Phone: 1300 819 888

We’ll acknowledge your complaint within 1 business day and aim to respond within 10 business days, as long as we’ve received everything we need and any investigation is complete. If we need more time, we’ll let you know and agree on next steps together. You’ll be kept updated throughout the process.

Need extra support? If you’re in a vulnerable situation or need additional help, please visit our Support for Vulnerable Customers page.

Step 2: If You’re Still Not Satisfied

If you’re not happy with how we’ve handled your complaint, or we can’t resolve the issue together, you can escalate your concerns to:

Lloyd’s Australia Limited
Suite 1603, Level 16
1 Macquarie Street
Sydney NSW 2000

Phone: (02) 8298 0783
Email: idraustralia@lloyds.com

Lloyd’s will confirm whether your dispute will be handled by their team in Australia or by the Policyholder & Market Assistance Department at Lloyd’s in London.

Here’s how they handle it:

  • If you’re a retail client and eligible for referral to AFCA, your case will be reviewed by someone at Lloyd’s Australia with the authority to resolve your dispute.
  • If you’re not eligible for AFCA, or you’re a wholesale client, your dispute will be handled by Lloyd’s London directly.

Timelines

You’ll receive written acknowledgment within 5 business days, and regular updates at least every 10 business days. Most disputes are fully resolved within 15 business days, provided all information is available and any investigation has been completed.

Step 3: External Review Options

For Retail Clients

You can lodge your dispute with the Australian Financial Complaints Authority (AFCA):

GPO Box 3, Melbourne VIC 3001
Phone: 1800 931 678
Email: info@afca.org.au
Website: www.afca.org.au

AFCA is an independent service that helps resolve disputes between consumers and financial firms. You’ll need to refer your complaint to them within 2 years of our final decision.

For Wholesale Clients or Non-AFCA Eligible Retail Clients

If you don’t qualify for AFCA, you may be able to take your dispute to the UK Financial Ombudsman Service. This must be done within 6 months of the final decision issued by Lloyd’s. Full details will be provided when applicable.

Cost to You

There’s no cost to use our complaints process, or any of the external escalation services mentioned above. It’s completely free of charge for all policyholders.

Our Approach to Training and Complaint Management

At Go Insurance, great complaints handling starts with great training. Every team member responsible for resolving complaints completes the Lloyd’s Coverholder eLearning module as a foundation. We also offer additional training when needed, making sure our people are well-equipped and empowered to deliver fair outcomes.

But it’s not just about fixing individual issues, we’re committed to learning from them.

We log and review all complaints, looking for patterns or underlying issues in our product design, claims handling, underwriting, or service. Every six months, we review complaint data and conduct root cause analysis to guide improvements in our operations and customer experience.

Our complaints process includes:

Identifying Issues
We analyse complaint trends by category, root cause, and product. We also gather feedback from employees, brokers, and distributors.

Conducting Analysis
We review the relevant processes, documents, and communications involved, with input from the right stakeholders.

Review Frequency
We hold formal reviews twice a year and immediately when serious or systemic issues are identified.

Taking Action
We implement corrective actions, from updated training to process improvements and update internal controls and risk assessments. We share what we’ve learned with our claims, underwriting, and compliance teams, and report as required to Lloyd’s.