Complaints

Complaints Handling Procedure - Insurance Trust Company GMBH

At Insurance Trust Company GMBH, we are committed to providing the best possible service to our policyholders. If you are not satisfied, we will make every effort to resolve your concerns promptly.

How to Make a Complaint

You can submit a complaint by:

Writing to: Insurance Trust Company GMBH, Seetalstrasse 21, 6274 Eschenbach, Switzerland

Calling +41 26 539 1667

Emailing claims@insurancetrustcogmbh.com


Our complaints handling procedure

  1. We aim to resolve complaints by the end of the next working day. If this is not possible, we will acknowledge receipt within five working days.
  2. If your complaint involves another regulated firm, we will refer it to them and provide you with their contact details.
  3. A final response will usually be sent within eight weeks. If delays occur, we will update you regularly.
  4. If unresolved after eight weeks, we will inform you of the next steps.
  5. If, after eight weeks, you are still waiting for us to respond, we will write to you explaining why we have been unable to conclude your complaint and the options available to you.

Escalation of Complaints

  1. Lloyd's Policyholders: If dissatisfied with our response, you can escalate your complaint to the Lloyd’s Complaints Team.
  2. Lloyd’s Brussels Policyholders: Complaints can be referred to Lloyd’s Brussels. Details of their process are available at www.lloydsbrussels.com/complaints.
  3. UK Policyholders: Eligible complainants may refer their case to the Financial Ombudsman Service (FOS) after we have reviewed the complaint. Visit www.financial-ombudsman.org.uk or call 0300 123 9 123 / 0800 023 4567.

EU Online Dispute Resolution (ODR)

  1. If you purchased a policy online and are based in the EU, you can submit a complaint via the EU Online Dispute Resolution Platform at http://ec.europa.eu/odr.
  2. Your legal rights remain unaffected by these complaint procedures.