How Lloyd’s Brussels will handle your complaint
The Complaints team at Lloyd’s Brussels is committed to ensuring that complaints are handled fairly and efficiently. We offer a free of charge complaint resolution service. This service is provided in accordance with the local country-specific regulatory requirements.
What happens next
When you register your complaint, and provide all necessary information, we will first acknowledge its receipt. An acknowledgement of your complaint will be issued within 2 (two) to 5 (five) business days, depending on the country where your risk is located.
We will review your complaint thoroughly and fairly and issue a final response within the required local time frame. This timeframe will be confirmed in the acknowledgement letter.
In case we need any additional information to assess your complaint, we will contact you to request further details. Similarly, if your complaint is particularly complex, and we need more time to investigate, we will write to you within the required local time frame to let you know the status of your complaint.
What happens if you remain dissatisfied with the final response
If you are not satisfied with the final response of your complaint, or you have not received a final response within the timeframe, you may be eligible to refer your complaint to an external dispute resolution organization. This can be a regulator, an ombudsman service or another type of external dispute resolution scheme in your country, which will make an independent review of your complaint. The contact details of the external dispute resolution organization can be obtained from the Complaints team of Lloyd’s Insurance Company (see contact details above).
For Belgium, the contact details of the Ombudsman for Insurances are:
E-mail : firstname.lastname@example.org
Address: Ombudsman van de Verzekeringen, de Meeûsplantsoen 35, 1000 Brussel
Tel: +32 (0)2 547 58 71
If you have purchased your contract online, you may also make a complaint via the EU’s online dispute resolution www.ec.europa.eu/odr.
The complaints handling arrangements above are without prejudice to your legal rights to initiate a legal action.