Complaint Management


Definition of a Complaint

A complaint is defined as:

A statement of dissatisfaction expressed by any person in relation to an insurance undertaking with regard to the insurance contract or any service offered to such a person.

Please note that complaints addressed to an insurer containing a reference to an insurance intermediary are also included in the definition.

The handling of complaints is distinguished from claims handling, as well as from a simple request to fulfil the contract or to provide information or clarification.

A complaint, in order to be considered as such, does not necessarily have to be titled with the word "complaint".


Contact SRC

If you should ever be unhappy with our service, please do not hesitate to contact us. We welcome the opportunity to make amends.

To this end, please contact the complaint officer of SRC:

Thomas Faber
SRC Special Risk Consortium GmbH
Belfortstraße 15
50668 Cologne
Germany

Tel: +49-(0)221-91409-45
Fax: +49-(0)221-91409-44
E-mail: thomas.faber@srcmail.de

Please tell us in writing and in the language of the insurance policy the reason of your complaint as well as the relevant contract details (insurance policy number) so that we are able to allocate your complaint to the corresponding insurance contract.

We will contact you in writing within 2 weeks after your filing of the complaint. Subsequently, we will make a final, written proposal for a solution within another 2 weeks.


Contact Versicherungsombudsmann

If you do not agree with our proposal for a solution, you are free to contact the ombudsman:

Versicherungsombudsmann e.V.
Postfach 080632
10006 Berlin
Germany

Tel: +49-(0)1804-224424
Fax: +49-(0)1804-224425
Website: www.versicherungsombudsmann.de


The European Commission Online Dispute Resolution Platform (ODR)

If you were sold this product online or by other electronic means and within the European Union (EU) you may refer your complaint to the EU Online Dispute Resolution (ODR) platform. Upon receipt of your complaint the ODR will escalate your complaint to your local dispute resolution service – this process is free and conducted entirely online. You can access the ODR platform on https://ec.europa.eu/consumers/odr

This platform will direct insurance complaints to the Financial Ombudsman Service. However, you may contact the FOS directly if you prefer, using the details as shown above.


Lloyd's Policies Only

Where your policy is written on Lloyd's paper, should you remain dissatisfied with the response that you received from us, you may if you wish, refer your complaint to Lloyd's. Lloyd's will investigate the matter and provide a final response.

Lloyd's contact details are as follows:

Lloyd's Germany

Taunusanlage 11
60329 Frankfurt

Tel: +49 (0)69 7144 881 0
E-mail: lloydsfrankfurt@lloyds.com

Lloyd's UK

Complaints
Fidentia House
Walter Burke Way
Chatham Maritime
Chatham
Kent
ME4 4RN

Tel: +44 (0)20 7327 5693
E-mail: complaints@lloyds.com
Website: www.lloyds.com/complaints

Of course, your right as a policyholder to take legal action remains unaffected.