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Complaint and Dispute Resolution

We take the concerns of our customers very seriously and this charter sets out our complaint handling and internal dispute resolution procedures that you can access.

Stage 1

Complaint Handling Procedure

If you are dissatisfied with any aspect of your relationship with Chubb including our products or services and wish to make a complaint, please contact us at

Insurance Company of North America (a Chubb Company)
24th Floor Zuellig Building
Makati Avenue corner Paseo De Roxas
Makati City 1226
Philippines

Customer Service Hotline
Tel: +63 2 849 6000 (Mondays – Fridays, 8:30am to 5:30pm)
Email: travel.ph@chubb.com (for travel insurance) / CustomerService.PH@chubb.com (for other products)

The members of our complaints handling team are trained to handle complaints fairly and efficiently.

Please provide us with your claim or policy number and as much information as you can about the reason for your complaint.

We will acknowledge your complaint within seven (7) business days of receipt. We will investigate your complaint and keep you informed of the progress of our investigation. We will respond to your complaint in writing within fifteen (15) business days, provided we have all necessary information and have completed any investigation required. In cases where further information or investigation is required, we will work with you to agree on reasonable alternative timeframes.We will also keep you informed about the progress of our response at least every ten (10) business days, unless you agree otherwise.

If you are dissatisfied with our decision on your complaint, you may file a dispute. We will respond to your dispute in writing within ten (10) days provided we have all necessary and have completed any further investigation required. In cases where further information or investigation is required, we will work with you to agree on reasonable alternative timeframes. We will also keep you informed about the progress of our response at least every ten (10) business days, unless you agree otherwise. 

If you are dissatisfied with our decision on your dispute, we will treat your dispute as a Stage 2 complaint and refer it to our internal dispute resolution committee.

Stage 2

Internal Dispute Resolution Procedure

Your complaint will be reviewed by our internal dispute resolution committee, as they are independent from our complaint handling team and are committed to reviewing disputes objectively, fairly and efficiently.

We will respond to your dispute with a written internal dispute determination within ten (10) business days provided we have all necessary information and have completed any investigation required. In cases where further information or investigation is required, we will work with you to agree on reasonable alternative timeframes. We will also keep you informed about the progress of our review at least every ten (10) business days, unless you agree otherwise.

Stage 3

External Dispute Resolution

If you are dissatisfied with our internal dispute determination, or we are unable to resolve your complaint or dispute to your satisfaction within forty-five (45) business days, you may refer your complaint or dispute to mediation administered by the Insurance Commission (visit IC website: https://www.insurance.gov.ph/) or any recognized institution under the Mediation Rules. 

Have a question or need more information?