Our aim is to provide an excellent service to customers at all times. However, we understand that from time to time, we may not live up to our own high standards and recognise that occasionally things do go wrong. Whenever this happens, we welcome your feedback to ensure that we provide the kind of service you expect.
If you are resident in the United Kingdom or Gibraltar:
If You have a complaint about the service provided to You, please let Us know immediately using the following contact information:
For Emergency Assistance related complaints:
Call +44 (0) 1243 975 332
Email assistance@cegagroup.com
For travel claim related complaints:
Call +44 (0) 1243 975 412
Email claims@cegagroup.com
For all other complaints:
Head of Compliance
2 Minster Court, 1st Floor
Mincing Lane
London
EC3R 7BB
Email: Complaints@sompo-intl.com
Website: http://www.sompo-intl.com
In the event that you remain dissatisfied, you may be entitled to refer the matter to the Financial Ombudsman Service, free of charge:
The Financial Ombudsman Service contact details:
complaint.info@financial-ombudsman.org.uk
http://www.financial-ombudsman.org.uk
If You are resident in the EU or EEA:
If You have a complaint about the service provided to You, please let Us know immediately using the following contact information:
For Emergency Assistance related complaints:
Call: +44 (0) 1243 975 332
Email assistance@cegagroup.com
For travel claim related complaints, contact CEGA on:
Call: +44 (0) 1243 975 412
Email claims@cegagroup.com
For all other complaints, contact the Insurer:
The Compliance Officer
SI Insurance (Europe), SA
40 avenue Monterey
L-2163 Luxembourg
Grand Duchy of Luxembourg
Email: complaints@sompo-intl.com
In case You have not received a response or a satisfactory solution within 90 days of Your complaint to the Insurer, You can contact the Commissariat aux Assurances (the CAA) in Luxembourg for the out-of-court complaint resolution within one year (12 months) term from the date of Your complaint to the Insurer using the following contact information.
Commissariat aux Assurances
11, rue Robert Stumper,
L-2557 Luxembourg
GD de Luxembourg
(+352) 22 69 11 - 1
Email: caa@caa.lu
Website: www.caa.lu
You may also use the Complaint Form available at the following address:
http://www.caa.lu/uploads/documents/files/DRER_EN.pdf
Alternatively, You can refer your complaint to an Ombudsman in Your Country of Residence or an Insurance Ombudsman in Luxembourg:
Association des Compagnies d'Assurances (ACA)
c/o Médiateur en Assurance
B.P. 448
L-2014 Luxembourg
Grand Duchy of Luxembourg
Fax: +352 44 02 89
Email: mediateur@aca.lu
Website: https://www.aca.lu/
If You are resident in Greece or Cyprus and have purchased a Greek Language policy:
If You have a complaint about the service provided to You, please let Us know immediately using the following contact information:
Healthwatch
Tel: +30 2313084527 (main line) or +30 2311801627 (back-up line)
Email: claims@healthwatch.gr
In case You have not received a response or a satisfactory solution within 90 days of Your complaint to the Insurer, You can contact the Commissariat aux Assurances (the CAA) in Luxembourg for the out-of-court complaint resolution within one year (12 months) term from the date of Your complaint to the Insurer using the following contact information.
Commissariat aux Assurances
11, rue Robert Stumper,
L-2557 Luxembourg
GD de Luxembourg
(+352) 22 69 11 - 1
Email: caa@caa.lu
Website: www.caa.lu
You may also use the Complaint Form available at the following address:
http://www.caa.lu/uploads/documents/files/DRER_EN.pdf
Alternatively, You can refer your complaint to an Ombudsman in Your Country of Residence or an Insurance Ombudsman in Luxembourg:
Association des Compagnies d'Assurances (ACA)
c/o Médiateur en Assurance
B.P. 448
L-2014 Luxembourg
Grand Duchy of Luxembourg
Fax: +352 44 02 89
Email: mediateur@aca.lu
Website: https://www.aca.lu/
If you have purchased your contract online, you may also be able to make a complaint via the EU’s online dispute resolution (ODR) platform. The website for the ODR platform is https://www.ec.europa.eu/odr.