We strive to provide only the highest quality professional services and to maintain fair outcomes for all our clients. Should you not be satisfied or should you have any complaints about your policy or the handling of a claim, you can file a complaint using the complaint form below. Alternatively, you can provide us with the circumstances of your complaint by sending an e-mail to .
We are committed to ensuring that your complaint is handled fairly and efficiently. And we do our best to comply with the timeframes set by your local insurance regulator.
Within two to five business days after you have registered your complaint including all necessary information, we will provide you a written confirmation acknowledging that we have received your complaint.
We review your complaint thoroughly and fairly and issue a final response within the required local time frame.
In case we need any additional information to assess your complaint, we will contact you to request further details.
If your complaint is particularly complex, and we need more time to investigate, we will contact you within the required local time frame to let you know the status of your complaint.
If You Are Dissatisfied
If you are not satisfied with our final response, you may refer your complaint to an external dispute resolution.
External dispute resolution schemes such as a regulator or an ombudsman service can provide an independent review of your complaint. Contact details on the external dispute resolution organization in each country of the European Economic Area, United Kingdom, and United States are provided below.
Austria
Should you remain dissatisfied with the final response or if you have not received a final response within 8 (eight) weeks of the complaint being made, you may be eligible to refer your complaint to the Office for Complaints concerning insurance intermediaries in Austria at the Federal Minister for Labour, Social Affairs, Health and Consumer Protection. The contact details are as follows:
Beschwerdestelle über Versicherungsvermittler im BMAW, Bundesministerium für Arbeit und Wirtschaft
Stubenring 1, 1010 Vienna
Abteilung VI/A/1
Should you remain dissatisfied with the final response or if you have not received a final response within 1 (one) month of the complaint being received, you may be eligible to refer your complaint to the Insurance Ombudsman in Belgium. The contact details are as follows:
Insurance Ombudsman Square de Meeûs 35
1000 Bruxelles
Belgium
Should you remain dissatisfied with the final response or if you have not received a final response within 1 (one) month of the complaint being made, you may be eligible to refer your complaint to the Financial Supervision Commission in Bulgaria. The contact details are as follows:
Financial Supervision Commission No. 16 Budapeshta Str.
1000 Sofia
Bulgaria
Should you remain dissatisfied with the final response or if you have not received a final response within 8 (eight) weeks of the complaint being made, you may be eligible to refer your complaint to the Croatian Financial Services Supervisory Agency (HANFA). The contact details are as follows:
Croatian Financial Services Supervisory Agency Hrvatska Agencija za Nadzor Financijskih Usluga (HANFA)
Franje Račkoga 6 Zagreb
HR – 10000
Croatia
Should you remain dissatisfied with the final response or if you have not received a final response within 3 (three) months of the complaint being received, you may be eligible to refer your complaint to the Financial Ombudsman of the Republic of Cyprus. The contact details are as follows:
Financial Ombudsman of the Republic of Cyprus PO Box 26722
1647 Nicosia
Cyprus
OR
Financial Ombudsman of the Republic of Cyprus 15 Kypranoros
1061 Nicosia
Cyprus
Should you remain dissatisfied with the final response or if you have not received a final response within 8 (eight) weeks of the complaint being made, you may be eligible to refer your complaint to the Czech National Bank. The contact details are as follows:
Czech National Bank Consumer Protection Department
Na Príkope 864/28
115 03 Prague 1
Czech Republic
Should you remain dissatisfied with the final response or if you have not received a final response within 8 (eight) weeks of the complaint being received, you may be eligible to refer your complaint to the Insurance Complaints Board in Denmark. The contact details are as follows:
The Insurance Complaints Board Ankenævnet for Forsikring
Østergade 18, 2
1100 København K
Denmark
Should you remain dissatisfied with the final response or if you have not received a final response within within 15 (fifteen) calendar days of the complaint being made, you may be eligible to refer your complaint to the Consumer Disputes Committee of the Consumer Protection and Technical Supervision Agency. The contact details are as follows:
Consumer Disputes Committee Endla 10A
10122 Tallinn
Estonia
Should you remain dissatisfied with the final response or if you have not received a final response within 8 (eight) weeks of the complaint being made, you may be eligible to refer your complaint to the Financial Ombudsman Bureau or the Consumer Disputes Board. The contact details of these organizations are as follows:
Financial Ombudsman Bureau Porkkalankatu 1
00180 Helsinki
Finland
Should you remain dissatisfied with the final response or if you have not received a final response within 2 (two) months of the complaint being made, you may be eligible to refer your complaint to the Insurance Ombudsman in France. The contact details are as follows:
Insurance Ombudsman TSA 50110
75441 Paris Cedex 09
France
Should you remain dissatisfied with the final response or if you have not received a final response within 6 (six) weeks of the complaint being made, you may be eligible to refer your complaint to the Insurance Ombudsman. The contact details are as follows:
Insurance Ombudsman Versicherungsombudsmann e.V.
Postfach 080632
10006 Berlin
Germany
You may refer your complaint to the Insurance Ombudsman if the complainant is a consumer or in a consumer-like position and the complaint does not relate to private health insurance and nursing care insurance and the value of the complaint is EUR 100,000 or less.
Greece
Should you remain dissatisfied with the final response or if you have not received a final response within 50 (fifty) calendar days of the complaint being received, you may be eligible to refer your complaint to the Hellenic Consumers Ombudsman, the Bank of Greece or the General Secretariat of Consumer Affairs in Greece. The contact details of these organizations are as follows:
Complaints referred to the Hellenic Consumers Ombudsman must be submitted to it within 1 (one) year of you becoming aware of the act or omission that gave rise to the complaint.
Bank of Greece
21 E. Venizelos Avenue
102 50, Athens
Greece
Ministry of Development and Investments General Secretariat for Trade and Consumer Protection
Directorate-General for Consumer Protection Kaniggos Square
10181 Athens
Greece
Should you remain dissatisfied with the final response or if you have not received a final response within 30 (thirty) calendar days of the complaint being made, you may be eligible to refer your complaint to the Financial Consumer Protection Centre or the Financial Arbitration Board in Hungary. The contact details of these organizations are as follows:
Financial Consumer Protection Service Hungarian National Bank
BKKP Postafiók: 777 1534 Budapest
Hungary
Should you remain dissatisfied with the final response or if you have not received a final response within 4 (four) weeks of the complaint being made, you may be eligible to refer your complaint to the Financial Supervisory Authority in Iceland. The contact details are as follows:
The Insurance Complaints Committee Guðrúnartún 1
105 Reykjavík
Iceland
Should you remain dissatisfied with the final response or if you have not received a final response within 40 (forty) business days of the complaint being made, you may be eligible to refer your complaint to the Financial Services and Pensions Ombudsman (FSPO). The contact details are as follows:
Financial Services and Pensions Ombudsman Lincoln House
Lincoln Place
Dublin 2
D02 VH29
Ireland
Should you remain dissatisfied with the final response or if you have not received a final response within forty-five (45) calendar days of the complaint being made, you may be eligible to refer your complaint to the Institute for Insurance Supervision (IVASS). The contact details are as follows:
Institute for Insurance Supervision (IVASS) Via del Quirinale 21
00187 Rome
Italy
Should you remain dissatisfied with the final response or if you have not received a final response within 20 (twenty) days of the complaint being made, you may be eligible to refer your complaint to the Latvian Insurers Association (LIA). The LIA contact details are as follows:
Latvian Insurers Association (LIA) 4, Toma street, 1st floor
Riga, LV-1003
Latvia
Should you remain dissatisfied with the final response or if you have not received a final response within 8 (eight) weeks of the complaint being made, you may be eligible to refer your complaint to the Financial Market Authority. The contact details are as follows:
Should you remain dissatisfied with the final response or if you have not received a final response within 15 (fifteen) business days of the complaint being made, or, in exceptional cases, within 35 (thirty-five) business days, you may be eligible to refer your complaint to the Bank of Lithuania. The contact details are as follows:
Bank of Lithuania Žalgirio g. 90
LT-09303 Vilnius
Lithuania
Should you remain dissatisfied with the final response or if you have not received a final response within 30 (thirty) days from the date of receipt of the complaint, you may be eligible to refer your complaint to the Mediateur en Assurances (ACA). The contact details are as follows:
ACA, Association des Compagnies d’Assurances et de Reassurances (Luxembourg Insurance and Reinsurance Association)
Mediateur en Assurances (Insurance Ombudsman) 12, rue Erasme
L – 1468 Luxembourg
Should you remain dissatisfied with the final response or if you have not received a final response within 15 (fifteen) working days of the complaint being made, you may be eligible to refer your complaint to the Arbiter for Financial Services in Malta. The contact details are as follows:
Office of the Arbiter for Financial Services
1st Floor
St Calcedonius Square
Floriana FRN 1530
Malta
Should you remain dissatisfied with the final response or if you have not received a final response within 8 (eight) weeks after the complaint has been received by the insurer, you may be eligible to refer your complaint to the Financial Services Complaints Tribunal (Kifid) in the Netherlands. The contact details are as follows:
Financial Services Complaints Tribunal – Klachteninstituut Financiële Dienstverlening (Kifid)
Postbus 93257
2509 The Hague
The Netherlands
Your complaint will be acknowledged, in writing, within 5 (five) business days of the complaint being made.
A decision on your complaint will be provided to you, in writing, within 15 (fifteen) working days of the complaint being received.
If a final answer cannot be provided within 15 working days of the complaint being received, the insurer must send a preliminary answer to the complainant with a clear indication of the reasons why the answer is not yet available, and with an indication of when the complainant will receive a final answer.
In extraordinary cases, beyond the insurers control, the deadline for sending such a preliminary response can be extended to up to 35 working days from receipt.
Should you remain dissatisfied with the final response or if you have not received a preliminary answer within 15 (fifteen) working days of the complaint being received, or at any time after you have made the complaint to the party named above, you may refer your complaint to the Norwegian Financial Services Complaints Board. The contact details are as follows:
Should you remain dissatisfied with the final response or if you have not received a final response within 30 (thirty) days of the complaint being made, you may – as a natural person – be eligible to refer your complaint to the Financial Ombudsman. The contact details are as follows:
Financial Ombudsman ul. Nowogrodzka 47a
00-695 Warsaw
Poland
Should you remain dissatisfied with the final response or if you have not received a final response within 20 (twenty) business days (or 30 (thirty) business days for exceptional or complex cases) of the complaint being received, you may refer your complaint to the independent Customers’ Ombudsman appointed by Lloyd’s Insurance Company. The Ombudsman will review the complaint within 30 (thirty) business days of receipt (or 45 (forty-five) business days in exceptional cases) and issue a recommendation accordingly. The contact details are:
Mr Gonçalo Vareiro
NSM, Sociedade de Advogados RL
Avenida Fontes Pereira de Melo, nº 21, 2º
1050-116 Lisbon
Portugal
Fax: +351 211 911 722
E-mail:
You may also bring a complaint before the Authority for the Supervision of Insurance and Pension Funds (ASF). The contact details are below:
Authority for the Supervision of Insurance and Pension Funds (ASF)
Av. da República, 76
1600-205 Lisbon
Portugal
Should you remain dissatisfied with the final response or if you have not received a final response within 8 (eight) weeks of the complaint being made, you may be eligible to refer your complaint to the Financial Supervisory Authority (ASF). The contact details are as follows:
Financial Supervisory Authority / Autoritatea de Supraveghere Financiara (ASF)
Splaiul Independentei No. 15, sector 5
050092 Bucharest
Romania
Should you remain dissatisfied with the final response or if you have not received a final response within 8 (eight) weeks of the complaint being made, you may be eligible to refer your complaint to the National Bank of Slovakia. The contact details are as follows:
National Bank of Slovakia
Department for the Protection of Financial Consumers
Imricha Karvaša 1
813 25 Bratislava
Slovakia
Should you remain dissatisfied with the final response or if you have not received a final response within 30 (thirty) business days of the complaint being received, you may be eligible to refer your complaint to the Mediation Centre of the Slovenian Insurance Association. The contact details are as follows:
Mediation Centre of the Slovenian Insurance Association
Železna cesta 14
1000 Ljubljana
Slovenia
For business written on a Freedom of Establishment basis:
Should you remain dissatisfied with the final response or if you have not received a final response within 1 (one) month of the complaint being made, you may voluntarily submit a dispute to arbitration in accordance with the terms of the Spanish Law for the Protection of Consumers and Users and related subordinate legislation, without prejudice to the provisions of the Arbitration Law in the event that the parties submit any dispute to the decision of one or more arbitrators.
For business written on a Freedom of Service basis:
Should you remain dissatisfied with the final response or if you have not received a final response within 2 (two) months of the complaint being made, you may voluntarily submit a dispute to arbitration in accordance with the terms of the Spanish Law for the Protection of Consumers and Users and related subordinate legislation, without prejudice to the provisions of the Arbitration Law in the event that the parties submit any dispute to the decision of one or more arbitrators.
You may be eligible to refer your complaint to the Directorate General of Insurance in Spain. The contact details are as follows:
Directorate General of Insurance Pº Castellana, 44 28046 Madrid
Spain
Should you remain dissatisfied with the final response or if you have not received a final response within 14 (fourteen) calendar days of the complaint being made, you may be eligible to refer your complaint to the National Board for Consumer Complaints. The contact details are as follows:
National Board for Consumer Complaints (ARN)
Box 174
101 23 Stockholm
Sweden
Should you remain dissatisfied with the final response or if you have not received a final response within 8 (eight) weeks of the complaint being made, you may be eligible to refer your complaint to the Financial Ombudsman Service in the United Kingdom. The contact details are as follows:
Financial Ombudsman Service
Exchange Tower
London E14 9SR
United Kingdom