Complaints
Procedure – Policies Underwritten by Chaucer Insurance Company DAC
For
policies issued prior to 2020 – Residents of Portugal
We are
committed to providing you with an exceptional level of service and customer
care. We realise that things can go wrong and there may be occasions when you
feel that we have not provided the service you expected. If this happens, we
want to hear about it so that we can try to put things right.
*If you have
a complaint about the sale of your policy please contact:
Customer Care
Manager
Citybond
Suretravel
1 Tower View
Kings Hill
West Malling
Kent
ME19 4UY
United
Kingdom
Or email: quality@citybond.co.uk
Or call on:
+44 (0) 333 207 0506
*Or if you
would like to complain about the outcome of your claim, or assistance provided,
please contact:
Quality and
Improvements Manager
Travel
Insurance Facilities
1 Tower View
Kings Hill
West Malling
Kent
ME19 4UY
United
Kingdom
Or email: complaints@tif-plc.co.uk
Or call on:
+44 (0) 203 829 6604
If you are
still unable to resolve your complaint:
In the event
you remain dissatisfied and wish to make a complaint, you can do so at any time
by referring the matter to the complaints team at Chaucer, you can contact us
direct by post, telephone or e-mail at the address below:
Chaucer
Insurance Company DAC - Complaints
38 & 39
Baggot Street Lower
Dublin 2
D02 T938
Ireland
complianceenquiries@chaucerplc.com
T +353 1567
5580
Please
provide the following information with your complaint:
1. Your full
name, identification number, address and telephone number;
2. Your
capacity for making the complaint (namely if you act as policyholder, insured,
beneficiary or represent any of them);
3. Policy
number and/or claim reference number if applicable;
4. Details of
any previous correspondence relating to the matter;
5. Details of
the facts that caused the complaint identifying, if possible, the persons
involved and the corresponding dates; and
6. Date and
place of the complaint.
You shall
receive an acknowledgment within 3 working days of receipt of your complaint,
and you shall be provided with a decision in writing, within a maximum of 20
days from your complaint being received. This deadline may be extended to a
maximum of 30 days in case the issue has a very complex nature.
In the event
the matter is still not resolved to your satisfaction or in case you do not
receive a decision on your complaint within 20 days from your complaint being
received, or 30 days in case of issues with a very complex nature and you wish
to pursue matters further, you may be able to refer the matter to the Ombudsman
whose contact details are the following:
Financial
Services Ombudsman
Third Floor
Lincoln House
Lincoln Place
Dublin 2
T +353 1 662
0899
www.fspo.ie
The complaint
shall contact the minimum information requirements referred to above.
The complaint
shall be replied in within a maximum period of 30 days from being received by
the Ombudsman which may be extended to 45 days in cases of issues with a very
complex nature.
You may also
be able to register your complaint to the Portuguese Insurance Supervisory
Authority (“ASF” i.e. “Autoridade de Supervisäo de Seguros e Fundos de
Pensöes”) whose contract details are as follows:
Av. da
República, 76, 1600-205 Lisboa
Tel: (351) 21
790 31 00
Fax:(351) 21
793 85 68
Hotline: 808
787 787
http://www.asf.pt
The
complaints handling arrangements described above are without prejudice to your
rights in law.
You are also
able to use the EC On-line Dispute Resolution (ODR) platform at http://ec.europa.eu/consumers/odr/
who will notify the Financial Ombudsman Service on your behalf.
Complaints
about non-insured events and your travel arrangements must be referred to your
travel organiser.
