London Market and Europe Insurance Complaints Procedure

Complaints procedure information for EWIL/EAL policyholders

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

Stage 1:

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.

Stage 2:

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:

Complaints
Fidentia House
Walter Burke Way
Chatham Maritime
Chatham
Kent
ME4 4RN
Email:  [email protected]
Phone: +44 (0)20 7327 5693
Website:  www.lloyds.com/complaints

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
Exchange Tower
London
E14 9SR
Email:  [email protected]
Phone: 0800 023 4567 or 0300 123 9123
Website:  www.financial-ombudsman.org.uk

* 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

7 boulevard Joseph II,
L-1840 Luxembourg,
Grand Duchy of Luxembourg
Fax: +352 22 69 10
Email: [email protected]
Website: www.caa.lu

You may also use the Complaint Form available at the following address:

http://www.caa.lu/uploads/documents/files/DRER_EN.pdf

Alternatively, if you are a consumer, you can refer your complaint to an Insurance Ombudsman in Luxembourg:

Association des Compagnies d’Assurances (ACA)

c/o Médiateur en Assurance
B.P. 448
L-2014 Luxembourg
Grand Duchy of Luxembourg
Fax: +352 44 02 89
Email: [email protected]
Website: https://www.aca.lu/