We are committed to treating our customers fairly. However, we realise there may be times when things go wrong. If this happens, please use the most suitable contact from the follow list. Please tell us your name and your claim number or policy number and the reason for your complaint.
We may record phone calls.
For Complaints about the settlement of a claim or the claims handling service purchased prior to 29 Mar 2019 you should contact:
The Claims Director
IDA Business Park
For complaints about the settlement of a claim or the claims handling service for policies purchased after 28 Mar 19You should contact:
MAPFRE ASSISTANCE Agency Ireland
Travel Claims Department
22-26 Prospect Hill
The Financial Services and Pensions Ombudsman (Ombudsman) - for policies purchased after 28 Mar 19
If You are not happy with Our final decision You may be able to pass Your complaint The Financial Services and Pensions Ombudsman (Ombudsman) who is an independent organisation and will review Your case.
The address is:
The Financial Services and Pensions Ombudsman,
Phone: +353 1 567 7000
Financial Ombudsman Service for policies purchased prior to 29 Mar 19
If you are not happy with our final decision, you may be able to pass your compliant to the Financial Ombudsman Service (FOS). The FOS is an independent organisation and will review your case.
The address is:
The Financial Ombudsman Service
Harbour Exchange Square
London E14 9SR
Phone : 0044 800 023 4567
if calling from a landline or 0044 300 123 9123
if calling from a mobile.
You can visit the Financial Ombudsman Service website at www.fos.org.uk
If your complaint relates to a customer service, site related issue or any other type of complaint (excluding any complaint regarding a claim) please contact:
5 Castleknock Wood
Phone: (01) 440 4367
If You take any of the action mentioned above, it will not affect Your right to take legal action
As Your complaint relates to insurance purchased from Us via electronic means, You are also able to use the EC On-line Dispute Resolution (ODR) platform at http://ec.europa.eu/consumers/odr/ who will notify the Financial Ombudsman Service on Your behalf.