Lloyd’s Europe Complaints

Consumer Alert: Fraudulent motor insurance policies in Ireland

02 Feb 2024

Lloyd’s and Lloyd’s Insurance Company S.A (trading as “Lloyd’s Europe”) have become aware of fraudulent Irish Motor Insurance certificates in circulation which erroneously state the insurance is underwritten at “Lloyd’s of London”.  In some cases the certificates feature the Lloyd’s logo and refer to Lloyd’s market participants and other parties, who may in the past have legitimately offered motor insurance policies on behalf of Lloyd’s underwriters.  In particular, certificates may incorrectly include references to “Tokio Marine”. These certificates have not been issued by Lloyd’s underwriters and do not relate to valid insurance policies.

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.

Head of Complaints management Lloyd’s Insurance Company S.A.

Bastion Tower

Marsveldplein 5

1050 Brussels Belgium

Required details

In order to help us investigate your complaint, please provide us with the following details: 

  • 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's 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.

Contact details and complaints data (when applicable)

Online contracts

If you have purchased your contract online, you may also make a complaint via the EU’s online dispute resolution.  

The complaints handling arrangements above are without prejudice to your legal rights to initiate a legal action.  

Frequently asked questions

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.

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 read About us.

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

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.