London Market and Europe Insurance Complaints Procedure
If you have a complaint about the service provided to you by Sompo International, please let us know immediately. You can contact us in one of the following ways:
Head of Compliance
Endurance Worldwide Insurance Limited (“EWIL”)/
Endurance At Lloyd’s Limited (“EAL”)
Complaints procedure information for EWIL/EAL policyholders
If your complaint can be resolved within three business days:
We will aim to resolve your concerns within three business days, following receipt of your complaint. A written summary resolution communication will be provided to you if the complaint is resolved to your satisfaction.
In the unlikely event that you remain dissatisfied, you may be entitled to refer the matter to Lloyd’s, with an ultimate recourse to the Financial Ombudsman Service, free of charge.
If your complaint cannot be resolved within three business days:
We will send you an acknowledgement letter to explain your complaint has been escalated to the Head of Compliance, who will investigate your complaint and keep you informed throughout the process.
Endurance Worldwide Insurance Limited (EWIL) Policyholder Complaints
We will investigate your complaint and provide one of the following within 8 weeks of receipt of your complaint:
A final response letter explaining the outcome of our investigation, the reason for our decision and information on steps to take, should you remain dissatisfied; or
A holding letter confirming when we anticipate we will have concluded our investigation.
Endurance at Lloyd’s (EAL) Policyholder Complaints
We will investigate your complaint and provide a response within 2 weeks of receipt of your complaint explaining the outcome of our investigation, the reason for our decision and information on steps to take, should you remain dissatisfied.
Should you remain dissatisfied with our response, or if you have not received a response within 2 weeks, you may if you wish, refer your complaint to Lloyd’s (*if eligible), who will investigate and assess your complaint. Lloyd’s contact details are as follows:
Financial Ombudsman Service (EWIL and EAL Policyholders)
Should you remain dissatisfied with the outcome of our or Lloyd’s investigation or we are unable to conclude our investigation within 8 weeks, you may be able to refer your complaint to the Financial Ombudsman Service (*if eligible) provided you do so within 6 months of the date of the Final Response.
The Financial Ombudsman Service contact details:
Financial Ombudsman Service
Email: [email protected]
Phone: 0800 023 4567 or 0300 123 9123
* The Financial Ombudsman Service or Lloyd’s may not be able to consider a complaint if you have not provided us with the opportunity to resolve it first, or if you are:
- a small business which has an annual turnover of more than £6.5 million; and has annual balance sheet of more than £5 million; or employs more than 50 persons.
- a trustee of a trust with a net asset value of more than £5 million; or
- a charity with an annual income of more than £6.5 million.
If you were sold this product online or by other electronic means and within the European Union (EU) you may refer your complaint to the EU Online dispute Resolution (ODR) platform. Upon receipt of your complaint the ODR will escalate your complaint to your local dispute resolution service – this process is free and conducted entirely online. You can access the ODR platform on http://ec.europa.eu/odr.
Complaints procedure information for SI Insurance (Europe), SA policyholders
The Insurer will review the complaint information and provide an acknowledgment of receipt within a period not exceeding 10 working days from receipt of the complaint, unless the response itself is provided to the complainant within that period. The Insurer undertakes to respond to each complainant without unnecessary delay and in all cases within a period of 30 days as from the date of receipt of his/her complaint, except where the complexity of the request requires an extensive analysis, in which case the Insurer will indicate the causes of the delay and the foreseeable date of its response.
If we cannot respond fully to your complaint after you contact us, or you are unhappy with our final response, you can submit your complaint to the competent supervisory authority or, if you are a consumer, to the insurance mediation organization, before starting the legal proceedings.
In case you have not received a response or a satisfactory solution within 90 days of your complaint to the Insurer, you can contact the Commissariat aux Assurances (the CAA) in Luxembourg for the out-of-court complaint resolution within one year (12 months) term from the date of your complaint to the Insurer.
Commissariat aux Assurances
You may also use the Complaint Form available at the following address:
Alternatively, if you are a consumer, you can refer your complaint to an Insurance Ombudsman in Luxembourg:
Association des Compagnies d’Assurances (ACA)