Presenters: Peter Plustwik, General Manager – Lloyd’s Australia & Natalie Whitbread, Customer Oversight Manager, Lloyd’s ANZ

Presentation Summary

This presentation will provide an overview of Lloyd’s complaints process and our oversight role, highlighting how complaints can provide valuable insights into products, wordings, and processes. It will also explore key thematic issues observed and how these trends can be leveraged constructively to drive improvement.

Learning Objective

Understand the Lloyd’s complaints process and how complaints data can be leveraged as a valuable source of insight into product design, policy wordings, and operational processes to enhance customer outcomes, strengthen controls, and support continuous improvement.

Registrations: Insight to Action: Using Complaints to Improve Products and Claims Outcomes