Chubb in the UK

Complaints Update

At Chubb we pride ourselves on the service that we give to our customers. However, sometimes, customers don’t think things have gone as well as they could have and decide that it is appropriate to make a complaint, either in writing, by email, or over the telephone.

Chubb welcomes all complaints as these provide direct feedback about our products and services.

Firm name: Chubb European Group SE (CEG)

Period covered in this report: 1 January – 30 June 2018

Brands/trading names covered: Chubb, Chubb Europe and Combined Insurance

Product/service grouping 

Number of complaints per 1000 policies in force

Number of complaints opened

Number of complaints closed

Percentage closed within 3 days

Percentage closed after 3 days but within 8 weeks

Percentage upheld

Main cause of complaints opened

Total insurance and pure protection

0.75

2030

2042

59%

41%

56%

General admin / Customer Service

Firm name: ACE Europe Life SE (AEL)

Period covered in this report: 1 January – 30 June 2018

Brands/trading names covered: Chubb and Combined Insurance

Product/service grouping 

Number of complaints per 1000 policies in force

Number of complaints opened

Number of complaints closed

Percentage closed within 3 days

Percentage closed after 3 days but within 8 weeks

Percentage upheld

Main cause of complaints opened

Whole of life/ term assurance/ critical illness

0.66

37

40

48%

53%

20%

General admin / Customer Service

We hope you have found this informative, however, if you require further clarification on the above figures, please do not hesitate to contact Victoria Broadfoot via email at victoria.broadfoot@chubb.com.