If you have had a problem with something you’ve bought online from us, you can use this site to try to reach an out-of-court settlement. You can only use it if you live in the EU and have purchased a general insurance product from us, or you are not happy with the service you have received from us.
The site has been set up by the EU to help unsatisfied customers. You can use it to make a complaint about an insurance purchase or the service you have received from us over the internet and find a neutral third party (“dispute resolution body”) to handle the dispute. In some countries, traders are allowed to submit complaints about consumers. If this applies to your country, as a trader you will be able to use this system to complain about a consumer.
The resolution bodies listed on the site have all been checked to make sure that they meet minimum standards and are registered with the national authorities.
If you have a complaint about a purchase, instead of going to court, you can opt for alternative dispute resolution. Alternative dispute resolution is the term used to describe all the different ways of resolving a complaint that don’t involve going to court. Typically what happens is that you ask a neutral third party to step in and act as an intermediary between you and us. The intermediary might suggest a solution to your complaint, impose a solution on you and the other party or just bring us both together to discuss how to find a solution. You might know alternative dispute resolution as “mediation”, “conciliation”, “arbitration”, “ombudsman” or “complaints’ board”. Compared with going to court, alternative dispute resolution usually costs less, is less formal and quicker.
If you have a complaint about a purchase and you don’t want to have to go to court, you may be able to use online dispute resolution to reach an out-of-court settlement.
Using the website, you can find a dispute resolution body, then go through the process of finding a solution to your complaint. Important: you can only use this system if your complaint is about an online purchase.
Click here to start the process.