Complaints

While we are happy to receive verbal complaints, we would request that any complaints are made in writing if possible.

We will seek to acknowledge your complaint in writing within 5 business days and will fully investigate it.

We shall investigate your complaint as swiftly as possible, and you will receive an update on your complaint at intervals of not greater than 20 business days starting from the date on which the complaint is made.

On completion of our investigation, we will provide you with a written report of the outcome. If you are still dissatisfied with our handling of or response to your complaint, you are entitled to refer the matter to the Financial Services and Pensions Ombudsman (FSPO). A full copy of our complaints procedure is available on request.


For complaints about the settlement of a claim or the claims handling service you should contact:

For policies issued after 29 March 2019:

Mapfre Assistance Agency Ireland
Travel Claims Department
22-26 Prospect Hill
Galway
Ireland
Phone: (091) 501671

For policies issued before 29 March 2019:

The Claims Director
Intana
IDA Business Park
Athlumney
Navan
Co Meath
Ireland
Phone: (046) 907 7367

For complaints about the Sale or Administration of a policy:

The Managing Director
5 Castleknock Wood
Castleknock
Dublin 15
Phone: (01) 440 4367