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, Malta and Norway 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.
IGIUK 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 3BY
15th Floor of 20 Fenchurch Street
London
Email: Complaints@iginsure.com
Phone: +442072200100
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.
IGIE Complaints
If your policy is with International General Insurance Company (Europe) Ltd. and you wish to make a complaint about the service you have received, the Company 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.
St Anne Street Floriana FRN 9010- Malta
Email: complaints@iginsure.com
Phone: +35623456200
We aim to provide a final written response within 15 business days. If this is not possible, you will receive a preliminary response explaining the delay and when you can expect a final answer.
Office of the Arbiter for Financial Services
If you are not satisfied with the outcome, you may escalate your complaint to Office of the Arbiter for Financial Services
You can contact the Office of the Arbiter for Financial Services at the following:
N/S in Regional Road Msida MSD 1920 Malta
Website: OAFS
Phone: Freephone: 80072366, Mobile and WhatsApp: +356 79219961, Landline: +356 21249245
Please allow us to complete our internal Complaints Procedure before you refer your concerns to Office of the Arbiter for Financial Services.
IGI Nordic Complaints
If your policy is with IGI Nordic AS and you wish to make a complaint about the service you have received, IGI Nordic 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.
c/o Tyveholmen AS, 7 etg, Tjuvholmen allé 19, 0252 OSLO, Norway
Email: complaints@iginsure.com
Phone: +47 22 55 8720
For EEA/EU policyholders, complaints are forwarded within 2 business days to International General Insurance Company (Europe) Ltd. at:
Email: igieurope@iginsure.com
Email: Group.Compliance@iginsure.com
We aim to provide a final written response within 15 business days. If this is not possible, you will receive a preliminary response explaining the delay and when you can expect a final answer.
Norwegian Financial Services Complaints Board
If you are not satisfied with the outcome, you may escalate your complaint to Norwegian Financial Services Complaints Board.
You can contact the Norwegian Financial Services Complaints Board at the following:
Klagenemnda for forsikrings- og gjenforsikringsmeglingsvirksomhet Sekretariatet v/Finanstilsynet Postboks 1187 Sentrum 0107 Oslo
Website: The Appeals Board for Insurance and Reinsurance Brokerage - Finanstilsynet.no
Email: klagenemnda@finanstilsynet.no
Phone no: (+47) 23 13 19 60
Please allow us to complete our internal Complaints Procedure before you refer your concerns to Norwegian Financial Services Complaints Board.
For non-Norwegian/EU policyholders, alternative escalation channels will be provided as applicable.