Lloyd’s Europe Complaints

Find out how to make a complaint as a Lloyd’s Europe policyholder and our procedure for handling complaints.

How to make a complaint?

If you wish to make a complaint, please check your policy for details of the person to contact. Alternatively, contact your broker. If the complaint relates to a claim, contact whoever has been handling your claim to inform them of your dissatisfaction.

If you cannot find the contact details mentioned in your policy, or if you want to complain about your intermediary, you can contact the Lloyd’s Insurance Company Complaints team below.

Service Manager
Complaints team
Lloyd’s Insurance Company S.A.
Bastion Tower
Marsveldplein 5
1050 Brussels Belgium

Tel: +32 (0)2 227 39 40

E-mail: LloydsEurope.Complaints@lloyds.com

In order to help us investigate your complaint, please send the below details to: LloydsEurope.Complaints@lloyds.com

your full name, address and postcode
your policy reference number
your phone/email contact details
full details of what has caused you to make a complaint
how you would like us to resolve your complaint

You can also appoint someone to act on your behalf; however, we will need written confirmation that they have your permission to do so.

Please note, any professional fees incurred will be your responsibility.

How Lloyd’s Europe will handle your complaint

The Complaints team at Lloyd’s Europe 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 in each country are provided below.

Contact details and complaints data (when applicable)

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.

Frequently asked questions

Who can complain?

Local definitions will apply for all EEA countries where specific guidelines are provided. If no local definitions are available for a certain territory, the definitions of the complaint and the complainant in the EIOPA Guidelines will be applicable.

As per EIOPA Guidelines definition, a complainant is a person who is presumed to be eligible to have a complaint considered by an insurance undertaking and has already lodged a complaint e.g. an insured person, beneficiary and in some jurisdictions, injured third party. In UK, definitions stated in the FCA Handbook (which provides specific guidance around ‘Eligible complainants’), will apply.

Lloyd’s Europe seeks to ensure that all complainants, irrespective of their eligibility, are treated fairly and that complainants can have confidence that their valid complaints will be met.

Who is Lloyd’s Insurance Company S.A.?

Lloyd’s Europe is an insurance company, located at the heart of Europe, set up to ensure Lloyd’s partners can continue to access the market’s underwriting expertise and financial security across the Continent. Lloyd’s Europe is authorised and regulated by the National Bank of Belgium and writes non-life risks across the European Economic Area and the UK.

For further clarity please About us.

How long will it take for your complaint to be resolved?

Lloyd’s Europe will endeavour to issue a ‘Final Response’ as soon as possible within the stipulated local regulatory timescales.

Can you withdraw your complaint at any time?

We have a regulatory obligation to issue a response to all complaints which are escalated to Lloyd’s Europe, however, if you do not wish to pursue your complaint at any time this is something that can be arranged by contacting the Case Officer responsible for handling your complaint.