We are committed to providing you with excellent customer service. If, however, you are not satisfied with the service you have received, our products or a claims decision and wish to make a complaint, we will do our best to resolve it promptly and professionally. There is no charge associated with making a complaint to us.
How do I make a complaint?
You may contact your broker/intermediary, the complaints contact detailed in your policy wording or the person handling your claim to inform them of your dissatisfaction. Alternatively, you may complain directly to us, by contacting at:
Tel: +353 (0)1 246 7248
Email: customerrelations@bhei.eu
Head of Compliance
Berkshire Hathaway European Insurance DAC
2nd Floor, 7 Grand Canal Street Lower
Dublin, D02 KW81, Ireland
Tel: +44 (0)207 342 2000
Email: customerrelations@bhei.eu
Head of Compliance
Berkshire Hathaway International Insurance Limited
4th Floor, 8 Fenchurch Place
London, EC3M 4AJ, UK
Email: customerrelations@bhei.eu
Head of Compliance
Berkshire Hathaway European Insurance DAC
60, Avenue Charles de Gaulle,
92200 Neuilly-sur-Seine,
FRANCE
Email: customerrelations@bhei.eu
Head of Compliance
Berkshire Hathaway European Insurance DAC
Cäcilienstraße 30, 50667 Köln, Germany
You may, if you wish, refer your complaint to Federal Financial Supervisory Authority / Bundesanstalt für Finanzdienstleistungsaufsicht (BaFin). Bafin’s contact details can be found below.
Eventuali reclami riguardanti l’assicurazione e/o la gestione dei sinistri devono essere inoltrati a:
Compliance Officer
Berkshire Hathaway European Insurance DAC
Sede Italiana
Via Pola, 11, 20124 – Milano
Email: customerrelations@bhei.eu
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Any complaints regarding insurance and/or claims management should be made to:
Compliance Officer
Berkshire Hathaway European Insurance DAC
Italian Headquarters
Via Pola, 11, 20124 – Milan
Email: customerrelations@bhei.eu
Please contact us directly via email or our postal address as follows,
Email: customerrelations@bhei.eu
Head of Compliance
Berkshire Hathaway European Insurance DAC
Plaza Manuel Gómez Moreno 2, planta 19 (Edificio Torre Mahou), 28020 Madrid , Spain
Please contact us directly via email or our postal address as follows,
Email: customerrelations@bhei.eu
Head of Compliance
Berkshire Hathaway European Insurance DAC
Brahegatan 10, 114 37 Stockholm, Sweden
To help us investigate your complaint, please provide us with as much information as possible to include:
- your full name, address and postcode;
- your policy reference number and/or claim 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.
What happens next
Once we receive your complaint, we will:
- do everything possible to investigate your complaint quickly and thoroughly;
- keep you informed;
- resolve your complaint fairly;
- advise you how to escalate your complaint, if necessary.
Acknowledgement
We aim to resolve all complaints informally where possible, and where informal resolution is permitted within the territory. If we can’t resolve your complaint informally we will acknowledge your complaint in writing and let you know who will deal with your complaint and the next steps. We will keep you advised of the progress of our investigations and in all cases we will provide a final response in writing. If we can’t we will let you know what we have done and the reasons why we have not been able to conclude our investigations.
Independent review
If you are not satisfied with our final response to your complaint, or the reason why we have been unable to provide a final response, you may be eligible to refer your complaint to an external dispute resolution (EDR) service. A referral will not affect your right to take legal action against us. The contact details of EDR services are set out below.
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
United Kingdom
Telephone: +44 20 7964 0500 (from outside the UK)
Telephone: 0800 023 4 567 (from inside the UK)
Fax: +44 20 7964 1001
Website: www.financial-ombudsman.org.uk
Financial Services and Pensions Ombudsman
Lincoln House
Lincoln Place
Dublin 2
D02 VH29
Republic of Ireland
Tel: +353 1 6 567 7000
E-mail: info@fspo.ie
Website: www.fspo.ie
Servicio de Reclamaciones de la Dirección General de Seguros y Fondos de Pensiones
Paseo Castellana
28046 Madrid
España
Telf: 952 24 99 82
Sitio web: www.dgsfp.mineco.es/es/Consumidor/ProteccionAsegurado/Paginas/InformacionProcedimiento.aspx
La Médiation de l’Assurance
TSA 50110
75441 Paris Cedex 09
France
Site web: www.mediation-assurance.org/Accueil
Bundesanstalt für Finanzdienstleistungsaufsicht (BaFin)
Graurheindorfer Straße 108
53117 Bonn
Deutschland
Tel.-Nr.: 0800 2 100 500 (aus Deutschland)
Tel.-Nr.: +49 (0)228 41080
E-Mail: poststelle@bafin.de
Website: https://www.bafin.de/DE/Verbraucher/BeschwerdenStreitschlichtung/BeiBaFinbeschweren/BeiBaFinbeschweren_node.html
Qualora il reclamante non fosse soddisfatto dell’esito del reclamo di competenza della Compagnia (o in caso di assenza di riscontro nel termine massimo), il reclamante potrà presentare il proprio reclamo all’IVASS attivando la procedura in conformità con il disposto del Regolamento IVASS n. 24 del 19 maggio 2008, con le seguenti modalità:
- via posta ordinaria all’indirizzo IVASS Servizio Tutela degli Utenti, Via del Quirinale 21, 00187 Roma;
- via fax al numero +39 0642133206;
- via PEC all’indirizzo: tutela.consumatore@pec.ivass.it oppure ivass@pec.ivass.it
- trasmettendo anche copia del reclamo già inoltrato alla Società, oltre al riscontro della stessa.
Ulteriori informazioni sono disponibili nel sito www.ivass.it, ove è presente anche una guida ai reclami scaricabile sui propri dispositivi.
Ricorso all’Arbitro Assicurativo e altri sistemi di risoluzione stragiudiziale delle controversie
È facoltà del contraente / assicurato presentare ricorso all’Arbitro Assicurativo tramite il portale disponibile sul sito internet dello stesso (www.arbitroassicurativo.org) dove è possibile consultare i requisiti di ammissibilità, le altre informazioni relative alla presentazione del ricorso stesso e ogni altra indicazione utile.
Per tutte le controversie relative al contratto assicurativo oggetto di reclamo resta ferma la possibilità del contraente / assicurato di avvalersi degli altri sistemi di risoluzione stragiudiziale delle controversie previsti dalla normativa vigente.
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If the complainant is not satisfied with the outcome of the complaint falling within the Company’s competence (or in the event of no response within the maximum deadline), the complainant may submit his complaint to IVASS by activating the procedure in accordance with the provisions of IVASS Regulation no. 24 of 19 May 2008, in the following ways:
- by ordinary mail to the address IVASS Servizio Tutela degli Utenti, Via del Quirinale 21, 00187 Rome;
- by fax to +39 0642133206;
- via PEC to the address: tutela.consumatore@pec.ivass.it or ivass@pec.ivass.it
- also sending a copy of the complaint already forwarded to the Company, as well as the response from the same.
Further information is available on the www.ivass.it website, where there is also a guide to complaints that can be downloaded on your devices.
Recourse to the Insurance Arbitrator and other out-of-court dispute resolution systems
The policyholder/insured party has the right to appeal to the Insurance Arbitrator through the portal available on the latter’s website (www.arbitroassicurativo.org) where it is possible to consult the admissibility requirements, other information relating to the filing of the appeal itself and any other useful information.
For all disputes relating to the insurance contract subject to the complaint, the policyholder/insured party remains entitled to make use of the other out-of-court dispute resolution systems provided for by current legislation.
National Board for Consumer Complaints / Allmänna reklammationsnämnden
Box 174
101 23 Stockholm
Sweden
Tel: +46 8 50 88 60 00
E-mail: arn@arn.se
Website: https://www.arn.se/om-arn/Languages/english-what-is-arn/
If you are a consumer, you may also seek guidance from the below institutes. However, please note that these institutes are not eligible to receive complaints:
Consumers Insurance Bureau / Konsumenternas Försäkringsbyrå
Box 24215
104 51 Stockholm
Sweden
Tel: +46 8 22 58 00
Website: https://www.konsumenternas.se/om-oss/in-english/
The Consumers Insurance Bureau provides consumers with neutral information and guidance with regard to insurance services. The information and guidance is free of charge. It does not have power to change an insurer’s decision, but it can attempt to facilitate conciliation regarding disputes between consumers and insurers.
The Consumer Agency (Konsumentverket)/KO
Box 48, 651 02 Karlstad
Tel: +46 (0)771 – 42 33 00
E-mail: konsumentverket@konsumentverket.se
The Consumer Agency and Consumer Ombudsman deal with minor violations of the Marketing Act 2008:486 and not disputes between consumers and insurers. The Consumer Agency co-ordinates a national information service called “Hallå Konsument” that provides guidance to consumers about their consumer rights but it does not get involved in resolving disputes.