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Lloyd’s Brussels Complaints

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

How can I 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 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: lloydsbrussels.complaints@lloyds.com

 

In order to help us investigate your complaint, please send the below details to: lloydsbrussels.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 Brussels will handle your complaint

Lloyd’s Brussels provides an independent complaint resolution service, free of charge. This service is provided in accordance with the local country-specific regulatory expectations. You will receive an acknowledgement of your complaint within 2 to 5 business days, depending on the country.

 

What to do if you are not satisfied with the response

Should you remain dissatisfied with the final response of your complaint, or if you have not received a final response within the stipulated deadline, you may be eligible to refer your complaint to the Insurance Ombudsman or the Regulator of your country, as appropriate. The contact details of the ombudsman are mentioned in each Lloyd’s Brussels European branch web page, or can be provided by simple request to 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 : info@ombudsman.as

Adresse:  Ombudsman van de Verzekeringen, de Meeûsplantsoen 35, 1000 Brussel

Tel:  +32 (0)2 547 58 71 

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 Brussels 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 Brussels 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 Brussels 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 my complaint to be resolved?

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

 

 

 Can I withdraw my complaint at any time?

We have a regulatory obligation to issue a response to all complaints which are escalated to Lloyd’s Brussels, 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.