Complaints

Complaints

Each of our client is important to us, and we believe that you have the right to a fair, swift and courteous service at all times. This section sets out the complaints handling procedures that we will follow in the event that you make a complaint. We will investigate your complaint fairly, consistently and promptly, determine whether the complaint should be upheld, and (if appropriate) determine remedial action and/or redress. We will set out our conclusions in a final response to you.

International Complaints 

If you are a policyholder based outside of the UK, please contact us at:

International General Insurance Co. Ltd.

74 Abdul Hamid Sharaf St

11194 Amman

Email: complaints@iginsure.com

Website:  www.iginsure.com

We will investigate your concerns and attempt to resolve the matter to your satisfaction as quickly as possible and in line with your local regulatory complaints’ requirements.

UK’s Complaints

If your policy with us is written through our UK subsidiary, regardless of your location, and you wish to make a complaint about the service you have received, we will investigate your concerns and attempt to resolve the matter to your satisfaction as quickly as possible.

You can make a complaint by any reasonable means – for example, letter, fax, email, telephone or in person.

Post Code: EC3M 7AN

Forum House

15-18 Lime Street

London

Email: Complaints@iginsure.com  

Phone: +442072200100

Fax: +442072200101

We aim to respond to all complaints within 5 business days.  In our initial acknowledgement of receipt letter, we will provide the name and title of the person that is handling your complaint. This individual will have the authority necessary to investigate and settle the complaint. 

Within eight weeks of us receiving your complaint we will send you either a final response or a written response which:

• Explains why we are not in a position to make a final response to you and when we might be expected to provide one; or
• informs you whether you are now entitled to refer the complaint to the Financial Ombudsman Service.

Financial Ombudsman Service

If you are an eligible complainant, you are able to refer a complaint to the Financial Ombudsman Service in the event we are unable to resolve your complaint with us and we have issued you with our final response. Your rights are set out in the Financial Ombudsman Service’s leaflet “Your Complaint and the Ombudsman” which we will provide to you as part of the Complaints process.

You can contact the Financial Ombudsman Service at the following:

Financial Ombudsman Service

Exchange Tower

London
E14 9SR

Telephone: +44-300-123-9123

Email: complaint.info@financialombudsman.org.uk
Website: www.financial-ombudsman.org.uk

Please remember that if you wish to refer a complaint to the Financial Ombudsman Service, you must do so within six months of receiving our final response.

Please allow us to complete our internal Complaints Procedure before you refer your concerns to Financial Ombudsman Service.