Our goal is to provide high quality service and meet our client's expections at all times . In case we do not meet your expectations and you feel dissatisfied with our service, please share your complaint with us. This will give us the chance to resolve the issue as soon as possible and possibly prevent similar situations in future.
Set out the details of your complaint, and how you would like us to resolve it; provide your policy number and if applicable, the claim number; let us know if you want us to call you or if you would prefer we respond by post or e-mail.
We aim to respond to all complaints within 10 working days and we may be required to issue a final response to you in writing. Complex cases may take longer to resolve, but we will keep you updated with progress.
In the event we are unable to resolve your complaint with us and we have issued you with our final response, you may be able to approach the Stichting Klachteninsituut Financiele Dienstverlening (Kifid).
If you arranged your policy with us online or through other electronic means (e.g. by phone, SMS, fax or mobile device), and have been unable to contact us either directly or through the Financial Ombudsman Service, you may wish to register your complaint through the European Online Dispute Resolution platform – https://ec.europa.eu/consumers/odr/. Your complaint will then be re-directed to the Financial Ombudsman Service and to us to resolve. There may be a short delay before we receive it.