ComplaintsProcedure

How to raise a complaint with us, and what happens next.

How do I make a complaint?

At Insurteam, we are committed to providing a high-quality service to all our partners and customers. However, we recognize that things can sometimes go wrong. When they do, we want to hear from you so we can put things right as quickly as possible.

How to Make a Complaint

If you are dissatisfied with our service or an insurance product arranged through us, please contact us using either of the following channels. For email, include “Complaint” in the subject line:

  • Email: hello@insurteam.com
  • Mail: Insurteam MGA Limited, 2 Dublin Landing, North Wall Quay, Dublin 1, D01 V4A3, Republic of Ireland

To help us resolve your issue quickly, please provide your policy number (if applicable), a clear description of your concern, and your preferred contact details.

We follow a structured investigation path to ensure your complaint is handled by the party with the ultimate authority to resolve it.

Step 1Acknowledgement: We will acknowledge your complaint and provide you with a unique reference number.Within 5 working days
Step 2Direct Investigation: If the complaint relates to our service or administration, we will investigate and resolve it directly.Ongoing
Step 3Insurer Referral: If the complaint relates to a claim decision or policy wording, we may refer it to your Insurer. We will notify you if this happens.Immediately upon referral
Step 4Final Response: We aim to resolve your complaint within 40 working days. We will provide progress updates at intervals no longer than 20 working days. Our final response will explain the decision and your escalation options, and will be sent within 5 working days of completing our investigation.Resolution target: 40 working days

Independent review and unresolved complaints

If your complaint remains unresolved after 40 working days, we will explain the anticipated timeframe and your options for external review. If you are dissatisfied with our final response, or cannot obtain a final response after 40 working days, you may contact the Financial Services and Pensions Ombudsman (FSPO), subject to its eligibility and jurisdiction rules.

See the FSPO website for how to submit a complaint and the applicable time limits.

For cross-border financial-services complaints within the European Economic Area, the European Commission’s FIN-NET directory can help you identify a relevant dispute-resolution body. Its eligibility rules and procedures will apply.