If you have purchased an insurance policy underwritten and issued by one of our partners who is not listed, then the following Complaints Procedure should be followed:
Who to Contact?
The most important factors in getting your complaint dealt with as quickly and efficiently as possible are:
Be sure you are talking to the right person; and
That you are providing the necessary information.
When You Contact Us
Please provide the following information:
Your name, telephone number, and email address;
Your policy and/or claim number and the plan of benefits (medical, travel, disability) you are insured for; and
Please explain clearly and concisely the reason for your complaint.
Step One: Making a Complaint
1. The sale of the policy You purchased or any information you were given during the sales process:
If you purchased the policy using a broker or other intermediary, please contact them first.
If you purchased the policy directly from us either from a local representative, using the website, or through a group plan of benefits, please contact us directly at:
Toll-Free: +1.866.914.5333 (within the U.S. and Canada)
Phone: +1.786.814.4125 (outside the U.S. and Canada)
You may also submit your complaint via our Complaint Form
2. A claim for benefits, the terms and conditions of the policy, or other benefit related information:
Complaints related to a claim denial should be submitted as soon as possible. We will review the information and provide a response within four weeks or will request additional time, if needed.
Claims and benefits related complaints should be referred to our Complaints Department
Toll-Free: +1.877.916.7920 (within the U.S. and Canada)
Phone: +1.949.916.7941 (outside the U.S. and Canada)
You may also submit your complaint via our Appeal Form
We always aim to resolve your complaint and provide a final response within four weeks, but if it looks like it will take us longer than this, we will let you know the reasons for the delay and inform you of the options available to you.
Step Two: Beyond Your Insurer
If your complaint is not resolved in the appropriate timeframe or if you are unhappy with our final response, you may be eligible to refer your complaint to an alternative dispute resolution body. The details of the appropriate body will be provided on request or as required.
Alternatively, if your Home Country is a member of the European Economic Area (EEA) You may be eligible to submit Your complaint to the Online Dispute Resolution (ODR) Platform set up by the European Commission. This service has been set up to help consumers who have bought goods or services online get their complaint resolved. You can access the ODR Platform at www.ec.europa.eu/consumers/odr A claim for benefits, the terms and conditions of the policy, or other benefit-related information.