Making a complaint

How to submit a complaint

You can submit a formal complaint by email to complaints@insify.ie.

To help us handle your complaint quickly, please include:

• your name and contact details

• your policy or quote number, if you have one

• the date of the event your complaint is about

• a clear description of your complaint

• any documents that support it

Please submit your complaint in English.

If anything is missing, we'll ask you for it before we can start handling your complaint.

What happens next

We'll confirm in writing that we've received your complaint within 5 business days [TO CONFIRM]. Our confirmation will include the date we received your complaint, a short summary of it, and when you can expect to hear from us.

While we look into your complaint, we'll keep you regularly updated on its progress [TO CONFIRM]. We aim to give you our final answer within 40 business days. If we need more time, we'll explain why and tell you when you can expect our answer.

Our decision

Once we've finished looking into your complaint, we'll send you our decision in writing, along with the reasons behind it and any actions we'll take as a result.

If you disagree with our decision

You can ask us to review your complaint again. Let us know clearly that you'd like a review, and refer to your original complaint. A team member who wasn't involved in the original decision will then reassess your complaint, following the same process. [TO CONFIRM]

If we can't work it out together

If you're not satisfied with the outcome of our complaints procedure, you may be entitled to refer your complaint, free of charge, to the Financial Services and Pensions Ombudsman (FSPO):

Financial Services and Pensions Ombudsman Lincoln House, Lincoln Place Dublin 2, D02 VH29 Ireland Phone: +353 1 567 7000 Website: www.fspo.ie

You can use the FSPO's services if you qualify under the Financial Services and Pensions Ombudsman Act 2017.

If your complaint is about a decision made by your insurer — for example, a decision on a claim — you can also use the insurer's own complaints procedure, which you'll find in your policy documents. You can refer these complaints to the FSPO too.

You always keep the right to take your complaint to court.