Complaints Procedure

We want to help you resolve your complaint as quickly as possible.

How we handle complaints

This insurance is administered on behalf of Your insurer by iSure Underwriting. We aim to provide a premier service. However, We know sometimes things can go wrong. If Your complaint was about the way Your Policy was sold to You please contact Your Insurance Broker in the first instance. If You have a complaint about the insurer or a claim please contact:

Managing Director
iSure Underwriting
Unit 5 First Floor,
Corlurgan Business Park,
Corlurgan,
Ballinagh Road,
Cavan
H12 TW61
Tel: 00353 (0) 1 695 0370
Email: complaints@isureunderwriting.ie

Our promise is
• Acknowledge complaints promptly and confirm receipt of your complaint within 5 working days
• Investigate complaints quickly. Within 20 days You will receive a final response or an explanation as to why the complaint has not been resolved yet plus an indication of when You will receive a final response.
• Within 40 working days of Us receiving Your complaint, You will receive a final response or, if this is not possible, a reason for the delay plus an indication of when You will receive a final response .

If You are dissatisfied with our final response, or if we have not issued a final response after 40 working days ,You may refer Your complaint to the Financial Services and Pension Ombudsman’s Bureau – see https://www.fspo.ie/make-a-complaint/

• We use information learned during the complaint to improve our service to our customers

You should also be aware that If You are not happy with Our response or handling of your complaint You may wish to contact our insurers who are:

Accelerant Insurance Europe SA, Bastion Tower, Level 20, Place du Champ de Mars 5, 1050 Brussels

Accelerant Insurance Europe SA is a company registered in Belgium (Company number 0758.632.842). Accelerant Insurance Europe SA is an insurance company authorised by the National Bank of Belgium and regulated by the Financial Services and Markets Authority (FSMA) (Ref. 3193).

For policies prior to 1st June 2020:

HDI Global SE – Ireland
HDI-Platz 1
30659 Hanover
Germany.

Irish Branch:
Merrion Hall
Strand Road
Sandymount
Dublin D04 P6C4

HDI Global SE – Ireland is a branch of HDI Global SE (Registered Office: HDI-Platz 1, 30659 Hanover, Germany)