Compliance & Code of Practice

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Catalyst Aviation Insurance provides highly rated and valuable Lloyd's of London security. Lloyd's has operated in Australia for over 150 years and the Lloyd's insurance market has existed since the 17th century. Catalyst Aviation Insurance trades exclusively with licensed insurance brokers.

Catalyst Aviation Insurance is a business name of Catalyst Consulting (Aust) Pty Ltd and as a Lloyd's Coverholder in Australia we are also required to comply with all legal and regulatory obligations and meet the requirements of the General Insurance Code of Practice to which Lloyd's is a signatory.

General Insurance Code of Practice

Catalyst Consulting (Aust) Pty. Ltd. adheres to the General Insurance Code of Practice. The Code is for the protection of policyholders. It is a Lloyd's requirement that we adhere to the Code.

The General Insurance Code of Practice is a set of high service standards that insurers agree to meet such as being open, fair, and honest. It also sets out timeframes for insurers to respond to claims, complaints, and requests for information from customers.

The Code covers many aspects of a customer's relationship with their insurer, from buying insurance to making a claim, to providing options to those experiencing financial hardship, to the process for those who wish to make a complaint.

All staff at Catalyst Aviation Insurance are trained in the code. This is part of our service to brokers and policyholders.

Code Governance Committee

As a subscriber to the Code, Catalyst Aviation Insurance is also governed by the Code Governance Committee. They are an independent body that monitors and enforces insurers' compliance with the General Insurance Code of Practice. Their purpose is to drive better Code compliance, helping the insurance industry to improve its service to consumers.

More information on the Code Governance Committee.

We are Here to Help

Catalyst Aviation Insurance takes the concerns of its customers very seriously. Catalyst Aviation Insurance has detailed complaint handling and dispute resolution procedures that you may access, at no cost to you. To obtain a copy of our procedures, please contact us on +61 3 9132 9350 or

To assist Catalyst Aviation Insurance with your enquiries, please provide us with your claim or policy number (if applicable) and as much information you can about the reason for your complaint or dispute.

Catalyst Aviation Insurance's complaints and dispute procedures are as follows:

  • Stage 1. Complaint Handling Procedure

    The insurance is subject to the provision of the Insurance Council of Australia's General Insurance Code of Practice.

    If you have any concerns or wish to make a complaint in relation to a policy, our services or your insurance claims, please let us know and we will attempt to resolve your concerns in accordance with Our Internal Dispute Resolution procedure. Please contact Catalyst Aviation Insurance in the first instance:

    Postal address:
    Catalyst Aviation Insurance
    The Complaints Officer
    Suite 104, 75 Tulip Street,
    Cheltenham VIC 3192

    Telephone: +61 3 9132 9350

    We will acknowledge receipt of your complaint and do our utmost to resolve the complaint to your satisfaction within 10 business days.

  • Stage 2. Dispute Resolution Procedure

    If we cannot resolve your complaint to your satisfaction, we will escalate your matter to Lloyd's Australia who will determine whether it will be reviewed by their office or the Lloyd's UK Complaints team.

    Lloyd's contact details are:

    Postal address:
    Lloyd's Australia Limited
    Suite 1603, Level 16, 1 Macquarie Place,
    Sydney, NSW, 2000

    Telephone: +61 2 8298 0783

    A final decision will be provided to you within 30 calendar days of the date on which you first made the complaint.

    You may refer your complaint to the Australia Financial Complaints Authority (AFCA) at any time, and if your complaint is not resolved to your satisfaction within 30 calendar days of the date on which you first made the complaint:

    Postal address:
    Australian Financial Complaints Authority (AFCA)
    GPO Box 3, Melbourne VIC 3001

    Telephone: 1800 931 678

    Your complaint must be referred to AFCA within 2 years of the final decision. If your complaint is not eligible for consideration by AFCA, you may be referred to the Financial Ombudsman Service (UK) or provided with other options.