We work hard to create a positive experience for everyone we speak with, from the first call to processing a claim. If our service does not meet your expectations for any reason, we’d like to know.
While we try to settle any areas of concern or dissatisfaction when they are first brought to our attention, in some cases complaints may take longer to resolve. We’ve included the maximum time to find a resolution at each step, however we always try to resolve disputes as quickly as possible.
If you would like to make a complaint about your policy, how it was sold to you or our customer service in general, please contact our Customer Care Team.
We will acknowledge receipt of your complaint within 2 business days.
If our Customer Care staff are unable to resolve the matter, it will be referred to a Customer Care Manager who will review the complaint and try to resolve it within 10 business days.
If you are unsatisfied with the resolution, the complaint can be escalated to our Internal Dispute Resolution (IDR) team. They will review your case and aim for a resolution within 2 months from the date you raised the complaint.
If we cannot resolve the complaint to your satisfaction, our IDR team will issue a letter of deadlock. You can take this letter to the Insurance & Financial Services Ombudsman Scheme(IFSO Scheme) within 3 months of receiving it.
We are a member of the IFSO Scheme, which is a free and independent service that settles insurance and financial services disputes. Please visit their website to see the types of complaints they consider.