Complaints

Submitting a complaint

If you are dissatisfied with the service provided as part of your policy cover, you may raise a complaint. Consult your insurance policy (or certificate) to locate the specific complaints procedure applicable to your policy and follow the procedure set out within that document.

If your complaint is not resolved to your satisfaction you may escalate it to Fortegra’s Complaints Management function by emailing complaints@fortegra.eu or by writing to the appropriate postal address (for Europe or UK) as specified in your policy.

For UK complaints:

For European complaints (non-UK):

If, after following the escalated complaints process, you remain dissatisfied with our final response, you may have the right to escalate the matter externally. A final reply from Fortegra regarding your complaint is required before the relevant external complaints handling authority will review your complaint.

Below is information on the applicable regulators and relevant deadlines. The relevant information will be included in the final response letter that we send to you.

United Kingdom

You may refer your complaint to the Financial Ombudsman Service (FOS). You generally must bring your complaint to the Financial Ombudsman Service within 6 months of receiving our final decision (subject to their rules). The contact options are:

Website: financial-ombudsman.org.uk
Email: complaint.info@financial-ombudsman.org.uk
Telephone: +44 (0)207 964 1000; or
Postal: Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, Isle of Dogs, London, E14 9SR UK

European (non-UK) jurisdictions

For European complaints, in our final response letter we will provide you with the relevant body to escalate to:

Fortegra Europe Insurance Company SE

As we work through Managing General Agents, our website is intended for agents, insurance intermediaries and other insurance partners. However, we want to make sure that you are provided with the best possible service and customer care in all instances. We understand there may be times where we fail to meet these standards. As advised on your policy wording, please address your complaint to the Administrator acting on our behalf from whom you purchased your policy. The Administrator will acknowledge your complaint promptly and will aim to resolve the matter within fifteen working days from first notification of your complaint. If the Administrator cannot resolve your complaint within this period, they will notify you in writing to confirm the reasons why and will aim to resolve your complaint within a further fifteen working days from this point. If you remain dissatisfied with the response to your complaint or it is not resolved within the timescales detailed above, the Administrator will advise you of your rights to refer your complaint to Office of the Arbiter For Financial Services in Malta, using the following contact details:

Office of the Arbiter for Financial Services (Malta)
Typically, you must submit your complaint to the arbiter/regulator within a set time after our final response (for example, within 6 months), depending on the local rules of each jurisdiction. In Malta, contact details include:

Website: financialarbiter.org.mt
Email: complaint.info@financialarbiter.org.mt
Telephone: 8007 2366 (Maltese Freephone) or +356 21 249 245; or
Postal: Office of the Arbiter for Financial Services, N/S in Regional Road, Msida, MSD 1920, Malta

There is no charge for submitting a complaint with the Office of the Arbiter for Financial Services and their services are free of charge.

The complaint handling arrangements above are without prejudice to your right to commence a legal action or an alternative dispute resolution proceeding in accordance with your contractual rights.
Fortegra Belgium Insurance Company NV

Insurance Ombudsman Belgium

Our final response letter will advise you of the timeframe within which you must submit your complaint. The contact details are set out below:

Website: www.ombudsman.as
Telephone: +32 (0)2 547 58 71
Postal: Square De Meeus 35, 1000 Brussels, Belgium

The complaint handling arrangements above are without prejudice to your right to commence a legal action or an alternative dispute resolution proceeding in accordance with your contractual rights.

Equivalent arbiter/regulator in the country where your policy was issued, the details of which will be set out in our final response.

Additional information

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