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Consumer Information
Existing Policyholders
If you have an enquiry regarding a product underwritten by AmTrust please contact the broker / agent who arranged the insurance for you.
New Policyholders
If you are a new policyholder who would like to enquire about our products or services, please contact a member of our broker network who will be able to assist.
General Enquiries
For all general enquiries, please contact the relevant AmTrust office.
See our contact page.Make a Claim
If you would like to make a claim on your insurance policy, please refer to the procedure outlined within the claims section of your policy document. Your policy document will have been provided to you when you started the policy.
- AmTrust Europe Limited General Claims Line: +44 (0) 115 934 9818
- AmTrust International Underwriters General Claims Line: +353 (0) 1 775 2900
Complaints
If you have a complaint regarding your product or service, you can contact the broker / intermediary who arranged this insurance for you or you can contact us directly. Please chose the insurance carrier who underwrites your policy from the list below:
AmTrust Europe Limited
IF YOUR COMPLAINT IS ABOUT THE WAY A POLICY WAS SOLD TO YOU
If at any time you have any query or complaint regarding the way the policy was sold, you should refer to the insurance intermediary who sold the policy to you.
IF YOUR COMPLIANT IS ABOUT THE ADMINISTRATION OF THE POLICY
We always aim to provide a first-class service. If You should have a query or complaint regarding the administration of the Policy, You should address your complaint to the insurer as listed in your policy document:
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AmTrust Europe Limited Market Square House St James’s Street Nottingham NG1 6FG Tel. No. +44 (0)115 941 1022 |
We will reply within five (5) working days from when we receive your complaint. If it is not possible to give you a full reply within this time (for example, because a detailed investigation is required), we will give you an interim response telling you what is being done to deal with your complaint, when you can expect a full reply and from whom. In most cases your complaint will be resolved within four (4) weeks. If it will take us longer than four (4) weeks then we will tell you when you can expect an answer.
Alternatively, at any stage, you may have the right to contact the Financial Ombudsman Service who can review complaints from ‘eligible complainants’ which includes private individuals and sole traders and small partnerships with a yearly turnover of less than £1 million.
Further information can be found at: http://www.financial-ombudsman.org.uk
| Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9S Telephone: 0800 023 4567 or 0300 123 9 123 mobiles 0300 123 9 123 or from overseas +44 20 7964 0500 Email: complaint.info@financial-ombudsman.org.uk |
This complaints procedure does not affect any legal right you have to take action against us. However, please note that there are some instances where the FOS cannot consider complaints.
AmTrust Europe Publication Report
| Firm name: AmTrust Europe Limited Group: AmTrust Group Other firms included in this report: AmTrust Europe Legal Limited Period covered in this report: 1st July 2018 – 31st December 2018 Brands/trading names covered: AmTrust International, AmTrust Law |
Number of complaints opened by volume of business |
||||||||
|---|---|---|---|---|---|---|---|---|
Product / service grouping |
Provision (at reporting period end date) |
Number of complaints opened |
Number of complaints closed |
Percentage closed within 3 days |
Percentage closed after 3 days but within 8 weeks |
Percentage upheld |
Main cause of complaints opened |
|
Insurance and pure protection |
0.48 per 1000 policies in force |
1943 |
1829 |
32% |
67% |
43% |
Product performance / features |
|
AmTrust International Underwriters DAC
If you wish to contact us by telephone regarding your complaint you can telephone us at 01 - 775 2900.
You will not need to put your complaint in writing unless you wish to do so.
If you would prefer to outline your complaint to us in writing you can:
• email us at dublin@amtrustgroup.com
Or
• write to the Complaints Manager at 6-8 College Green, Dublin 2, D02 VP48.
Response Timeframes
In accordance with the provisions of the Central Bank of Ireland’s Consumer Protection Code we will:
| • | Acknowledge your complaint in writing within five (5) business days from receipt |
| • | Provide you with the name of the individual who will handle your complaint until it has been resolved or cannot be processed any further within the company |
| • | Provide you with a written update in periods of no longer than twenty (20) business days |
| • | Attempt to investigate and resolve your complaint within forty (40) business days |
| • | Advise you in writing within five (5) business days of completion of our investigation, of the outcome and where applicable explain the terms of any offer of settlement being made |
| • | Offer you the opportunity to have your complaint treated as a written complaint where a verbal complaint is received |
| • | Advise you that you can consider our letter as our final response for the purpose of referring the matter to the Financial Services Ombudsman’s Bureau should you not be satisfied with our response to your complaint. |
If your complaint is not subsequently resolved to your satisfaction, you may avail of your right to refer to the following:
The Financial Services Ombudsman’s Bureau: http://WWW.FINANCIALOMBUDSMAN.IE
3rd Floor, Lincoln House, Lincoln Place, Dublin 2. Phone: 1890 88 20 90 or +353 (0)1 6620899
Central Bank of Ireland: http://WWW.CENTRALBANK.IE
New Wapping Street, North Wall Quay, Dublin 1, D01 F7X3.
Or
PO Box 559, Dublin 1. Phone: 1890 777 777 or +353 (0)1 2246000
Where different complaint processes apply in other jurisdictions, AmTrust International Underwriters DAC will adhere to the local conduct of business rules
Employers' Liability Tracing Office (ELTO)
FCA regulations require us to publish details of all commercial employers’ liability policies we enter into, renew or under which a claim is made, on or after 1st April 2011. AmTrust Europe Limited and AmTrust International Underwriters Designated Activity Company are both members of the Employers’ Liability Tracing Office (“ELTO”) for which further details can be found at:
www.elto.org.uk