Complaints

We want to give you great customer service but should anything go wrong just tell us what happened and we’ll look into it for you. If you are unhappy with the outcome of your complaint please discuss this with us and we we will consider your appeal fairly and reasonably based on the available facts.

You can complain to us via telephone, post or email. If your complaint is about your insurance, or a claim on your insurance you submitted to us, please refer to your insurance policy for the specific details how to contact us. This will put you in direct contact with our team most knowledgeable on your specific insurance scheme. Alternatively you can contact us through our Contacts page on our website.

Please let us know:

• Who you are
• Details about your policy
• What’s gone wrong
• What you want us to do to put things right

You can send us photos and files to help us understand your issues.

Any complaints may be raised without prejudice to your legal rights.

You are not happy with our final response

On occasion there may be a complaint where you are still not happy that your complaint has been resolved in a way that you can agree with after our final resolve. On these occasions you have the right of an independent review of your complaint and our handling of your complaint by the Dispute Resolution Body (“DRB”) which has jurisdiction in your country.

Relevant details of your DRB are set out in your policy documentation. Our final response letter will also identify the applicable DRB and the period available available to you for raising the matter with the DRB.

For our EEA customers

If you live in a country part of the European Economic Area (all European Union countries plus Iceland, Liechtenstein and Norway) you can access this website here maintained by the European Union to provide you with the relevant contact details of the Dispute Resolution Body for your country.

For our UK customers

For matters relating to the insurer of your insurance policy, for example a claim outcome, the policy itself or the policy procedures, please contact (within 6 months of the final response on behalf of the insurer):

Financial Ombudsman Service
Harbour Exchange Square
Isle of Dogs
London E14 9SR

You can contact the Financial Ombudsman Service (“FOS”) by telephone, post or email. Please access the website of FOS here to access all relevant contact details.

For our Dutch customers

Likewize Insurance Services B.V. is a member of the Dutch Dispute Resolution Body, the Klachteninstituut Financiële Dienstverlening (“Kifid”) in the Netherlands. Our Kifid registration number is 300.01.015570.

You may contact Kifid for matters where Kifid has jurisdiction (within 3 months of our final response).

Klachteninstituut Financiële Dienstverlening
Postbus 93257
2509 AG Den Haag
The Netherlands

You can contact Kifid by telephone, post or email. Please access the website of Kifid here to access all relevant contact details.

If Kifid finds your case should be handled by another DRB, it will inform you and forward your case to the relevant DRB which has jurisdiction in your case.