RiskPoint Complaints
Find out how to make a complaint as a RiskPoint policyholder and our procedure for handling complaints.
How to make a complaint?
If you wish to make a complaint, please use the complaints form by clicking the below button. Alternatively, you can write an email to , providing us with the circumstances of your complaint.
How RiskPoint will handle your complaint
The team at RiskPoint is committed to ensuring that complaints are handled fairly and efficiently. This service is provided in accordance with the local country-specific regulatory requirements.
What happens next
When you register your complaint, and provide all necessary information, we will first acknowledge its receipt. This will be issued within 2 to 5 business days. We will review your complaint thoroughly and fairly and issue a final response within the required local time frame. This timeframe will be confirmed upon acknowledgement of the complaint register. In case we need any additional information to assess your complaint, we will contact you to request further details. Similarly, if your complaint is particularly complex, and we need more time to investigate, we will write to you within the required local time frame to let you know the status of your complaint.
What happens if you remain dissatisfied with the final response
If you are not satisfied with the final response of your complaint, or you have not received a final response within the timeframe, you may be eligible to refer your complaint to an external dispute resolution organisation. This can be a regulator, an ombudsman service or another type of external dispute resolution scheme in your country, which will make an independent review of your complaint. The contact details of the external dispute resolution organisations are provided below.
The complaints handling arrangements are without prejudice to your right to commence a legal action or an alternative dispute resolution proceeding in accordance with your contractual rights.
Austria Complaints
Should you remain dissatisfied with the final response or if you have not received a final response within 8 (eight) weeks of the complaint being made, you may be eligible to refer your complaint to the Financial Market Authority (FMA) in Austria. The contact details are as follows:
Austrian Financial Market Authority
Consumer Information and Complaints department
Otto-Wagner-Platz 5
1090 Vienna
Austria
Finland complaints
Should you remain dissatisfied with the final response or if you have not received a final response within 8 (eight) weeks of the complaint being made, you may be eligible to refer your complaint to the Financial Ombudsman Bureau or the Consumer Disputes Board. The contact details of these organisations are as follows:
Financial Ombudsman Bureau
Porkkalankatu 1
00180 Helsinki
Finland
Tel: +358 9 6850 120
Fax: +358 9 6850 1220
Website: www.fine.fi/en/frontpage.html
Consumer Disputes Board
Hämeentie 3
P.O. Box 306
00531 Helsinki
Finland
Tel: +358 29 566 5200
Fax: +358 29 566 5249
E-mail:
Website: www.kuluttajariita.fi/en/index/kuluttaja-asiat/kuluttaja-asiat/vakuutuksetjapankit.html
Latvia complaints
Should you remain dissatisfied with the final response or if you have not received a final response within 20 (twenty) days of the complaint being made, you may be eligible to refer your complaint to the Ombudsman at the Association of Latvian Insurers. The contact details of these organisations are as follows:
Ombudsman at the Association of Latvian Insurers
Lomonosova iela 9-10,
Riga, LV-1019,
Latvia
E-mail :
W: www.laa.lv
T: +371 67360898
Portugal complaints
Should you remain dissatisfied with the final response or if you have not received a final response within 20 (twenty) business days (or 30 (thirty) business days for exceptional or complex cases) of the complaint being received, you may refer your complaint to the independent Customers’ Ombudsman appointed by Lloyd’s Insurance Company. The Ombudsman will review the complaint within 30 (thirty) business days of receipt (or 45 (forty-five) business days in exceptional cases) and issue a recommendation accordingly. The contact details are:
Mr Gonçalo Vareiro
PACC.V, Sociedade de Advogados RL
Rua Braamcamp, n.º 6, 1.º Esq.
1250-050 Lisbon
Portugal
Fax: +351 213 802 629
E-mail:
You may also bring a complaint before the Authority for the Supervision of Insurance and Pension Funds (ASF). The contact details are below:
Authority for the Supervision of Insurance and Pension Funds (ASF)
Av. da República, 76
1600-205 Lisbon
Portugal
Tel: (351) 21 790 31 00
Fax: (351) 21 793 85 68
Belgium complaints
Should you remain dissatisfied with the final response or if you have not received a final response within 1 (one) month of the complaint being received, you may be eligible to refer your complaint to the Insurance
Ombudsman in Belgium. The contact details are as follows:
Insurance Ombudsman
de Meeussquare 35
1000 Brussels
Belgium
Tel: +32 (2) 547 58 71
Fax: +32 (2) 547 59 75
E-mail:
Website: http://www.ombudsman.as/fr
France complaints
Should you remain dissatisfied with the final response or if you have not received a final response within 2 (two) months of the complaint being made, you may be eligible to refer your complaint to the Insurance
Ombudsman in France. The contact details are as follows:
Insurance Ombudsman
TSA 50110
75441 Paris Cedex 09
France
Liechtenstein complaints
Should you remain dissatisfied with the final response or if you have not received a final response within 8 (eight) weeks of the complaint being made, you may be eligible to refer your complaint to the Financial Market Authority. The contact details are as follows:
Financial Market Authority
Landstrasse 109
P.O. Box 279
9490 Vaduz
Liechtenstein
Tel: +423 236 73 73
Fax: +423 236 73 74
E-mail:
Website: www.fma-li.li/en/client-protection/complaints.html
You may also be eligible to refer your complaint to the Conciliation Board. The contact details are:
Conciliation Board of Liechtenstein
Dr. Peter Wolff, Attorney-at-Law
Landstrasse 60
PO Box 343
FL-9490 Vaduz
Principality of Liechtenstein
Tel: + 423 220 20 00
Fax: + 423 220 20 01
E-mail:
Website: http://www.schlichtungsstelle.li/index_en.html
Romania complaints
Should you remain dissatisfied with the final response or if you have not received a final response within 8 (eight) weeks of the complaint being made, you may be eligible to refer your complaint to the Financial Supervisory Authority. The contact details are as follows:
Financial Supervisory Authority
Splaiul Independentei No. 15, sector 5
Postal Code 050092
Bucharest
Romania
Tel: +4 08 00 825 627
E-mail:
Website: https://asfromania.ro/en/a/1551/sal-fin
Bulgaria complaints
Should you remain dissatisfied with the final response or if you have not received a final response within 1 (one) month of the complaint being made, you may be eligible to refer your complaint to the Financial Supervision Commission in Bulgaria. The contact details are as follows:
Financial Supervision Commission
No. 16 Budapeshta Str.
1000 Sofia
Bulgaria
E-mail:
Website: www.fsc.bg/en/for-the-consumers/complaints/
Germany complaints
For business written on a Freedom of Establishment basis
Should you remain dissatisfied with the final response or if you have not received a final response within 6 (six) weeks of the complaint being made, you may be eligible to refer your complaint to the Insurance Ombudsman. The contact details are as follows:
Insurance Ombudsman
Postfach 080632
10006 Berlin
Germany
Tel: 0800 3696000
Fax: 0800 3699000
www.versicherungsombudsmann.de
You may refer your complaint to the Insurance Ombudsman if the complainant is a consumer or in a consumer-like position and the complaint does not relate to private health insurance and the value of the complaint is EUR 100,000 or less.
In addition, you may refer your complaint to the Federal Financial Supervisory Authority (BaFin) in Germany without first contacting the party identified above, or at any time after you have made your complaint. The contact details are as follows:
Federal Financial Supervisory Authority (BaFin)
Graurheindorfer Strasse 108
53117 Bonn
Germany
Tel: 0800 2 100 500 (from inside Germany)
Tel: +49 (0)228 41080
E-mail:
Website: www.bafin.de/EN/Verbraucher/BeschwerdenAnsprechpartner/beschwerdenansprechpartner_node_en
For business written on a Freedom of Services basis
A decision on your complaint will be provided to you, in writing, within 6 (six) weeks of the complaint being made.
You may refer your complaint to the Federal Financial Supervisory Authority (BaFin) in Germany without first contacting the party identified above, or at any time after you have made your complaint. The contact details are as follows:
Federal Financial Supervisory Authority (BaFin)
Graurheindorfer Strasse 108
53117 Bonn
Germany
Tel: 0800 2 100 500 (from inside Germany)
Tel: +49 (0)228 41080
E-mail:
Website: www.bafin.de/EN/Verbraucher/BeschwerdenAnsprechpartner/beschwerdenansprechpartner_node_en
Lithuania complaints
Should you remain dissatisfied with the final response or if you have not received a final response within 15 (fifteen) business days of the complaint being made, or, in exceptional cases, within 35 (thirty-five) business days, you may be eligible to refer your complaint to the Financial Market Authority. The contact details are as follows:
Bank of Lithuania
Supervision Service
Žirmūnų g. 151
LT-09128 Vilnius
Lithuania
Tel: +370 5 268 0029
Fax: +370 5 268 0038
E-mail:
Website: www.lb.lt/consumer_protection
Slovakia complaints
Should you remain dissatisfied with the final response or if you have not received a final response within 8 (eight) weeks of the complaint being made, you may be eligible to refer your complaint to the National Bank of Slovakia. The contact details are as follows:
National Bank of Slovakia
Department for the Protection of Financial Consumers
Imricha Karvaša 1
813 25 Bratislava
Slovakia
Tel: 02 5787 1111 or 02 5787 3371
E-mail: or
Website: www.nbs.sk/en/consumer/about-us/how-to-file-a-complaint
Croatia complaints
Should you remain dissatisfied with the final response or if you have not received a final response within 8 (eight) weeks of the complaint being made, you may be eligible to refer your complaint to the Croatian Financial Services Supervisory Agency (HANFA). The contact details are as follows:
Croatian Financial Services Supervisory Agency (HANFA)
Miramarska 24b
Zagreb
HR – 10000
Croatia
Tel: +385 1 6173 200
Fax: +385 1 4811406
E-mail:
Website: www.hanfa.hr/consumer-protection/complaints-to-hanfa/
Greece complaints
Should you remain dissatisfied with the final response or if you have not received a final response within 50 (fifty) calendar days of the complaint being received, you may be eligible to refer your complaint to the Hellenic Consumers Ombudsman, the Bank of Greece or the General Secretariat of Consumer Affairs in Greece. The contact details of the above organisations are as follows:
Hellenic Consumers Ombudsman
144 Alexandras Avenue
114 71, Athens
Greece
Tel: +30 210 646 0862
Fax: +30 210 646 0414
E-mail:
Website: www.synigoroskatanaloti.gr/index.html
Complaints referred to the Hellenic Consumers Ombudsman must be submitted to it within 3 (three) months of you becoming aware of the act or omission that gave rise to the complaint.
Bank of Greece
21 E. Venizelos Avenue
102 50, Athens
Greece
Tel: +30 210 320 1111
Fax: +30 210 323 2239/2816
E-mail:
General Secretariat of Consumer Affairs
Kaniggos Sq.
10181 Athens
Greece
E-mail:
Website: www.efpolis.gr/
Luxembourg complaints
Should you remain dissatisfied with the final response or if you have not received a final response within 8 (eight) weeks of the complaint being made, you may be eligible to refer your complaint to the Mediateur en Assurances (ACA). The contact details are as follows:
ACA, Association des Compagnies d’Assurances et de Reassurances (Luxembourg Insurance and Reinsurance Association) – Mediateur en Assurances (Insurance Ombudsman)
12, rue Erasme,
L – 1468 Luxembourg
Tel: (+352) 44 21 44 1
Fax: (+352) 44 02 89
E-mail:
Website: www.aca.lu/en/insurance-obudsman
Slovenia complaints
Should you remain dissatisfied with the final response or if you have not received a final response within 30 (thirty) business days of the complaint being made, you may be eligible to refer your complaint to the Mediation Centre of the Slovenian Insurance Association. The contact details are as follows:
Mediation Centre of the Slovenian Insurance Association
Železna cesta 14
1000 Ljubljana
Slovenia
Tel: 00386 1 3009381
E-mail:
Website: www.zav-zdruzenje.si/en/adr-alternative-consumer-dispute-resolution/
Cyprus complaints
A decision on your complaint will be provided to you, in writing, within 15 (fifteen) business days of the complaint being received. If it is not feasible to make a decision within 15 (fifteen) business days, you will be informed about the reasons for the delay, in writing, before the end of the 15 (fifteen) business day time limit and advise you when it expects to provide you with its decision. The additional time taken by the insurer to provide you with its decision on the complaint will be within 30 (thirty) business days from the end of the original 15 (fifteen) business day time limit.
Should you remain dissatisfied with the final response or if you have not received a final response within 3 (three) months of the complaint being received, you may be eligible to refer your complaint to the Financial
Ombudsman of the Republic of Cyprus. The contact details are as follows:
Financial Ombudsman of the Republic of Cyprus
PO Box 25735
1311 Nicosia
Cyprus
Tel: +357 2284 8900
E-mail:
Website: www.financialombudsman.gov.cy
Hungary complaints
Should you remain dissatisfied with the final response or if you have not received a final response within 30 (thirty) calendar days of the complaint being made, you may be eligible to refer your complaint to the Financial Consumer Protection Centre or the Financial Arbitration Board in Hungary. The contact details for these organisations are as follows:
Financial Consumer Protection Service
Hungarian National Bank
Krisztina korut 39
1013 Budapest
Hungary
Website: www.mnb.hu/en/financial-consumer-protection-center
The Financial Arbitration Board
Krisztina korut 39
1013 Budapest
Hungary
Website: www.mnb.hu/en/hungarian-financial-arbitration-board
Malta complaints
Should you remain dissatisfied with the final response or if you have not received a final response within 8 (eight) weeks of the complaint being made, you may be eligible to refer your complaint to the Arbiter for Financial Services in Malta. The contact details are as follows:
Office of the Arbiter for Financial Services
1st Floor
St Calcedonius Square
Floriana FRN 1530
Malta
Tel: 80072366 (from inside Malta)
Tel: +356 212 49245 (from outside Malta)
Email:
Spain complaints
For business written on a Freedom of Establishment basis
Should you remain dissatisfied with the final response or if you have not received a final response within one month of the complaint being made, you may voluntarily submit a dispute to arbitration in accordance with the terms of the Spanish Law for the Protection of Consumers and Users and related subordinate legislation, without prejudice to the provisions of the Arbitration Law in the event that the parties submit any dispute to the decision of one or more arbitrators.
You may be eligible to refer your complaint to the Directorate General of Insurance in Spain. The contact details are as follows:
Servicio de Reclamaciones de la Dirección General de Seguros y Fondos de Pensiones
Pº Castellana, 44
28046 Madrid
Spain
Tel: 952 24 99 82
Website: www.dgsfp.mineco.es/es/Consumidor/ProteccionAsegurado/Paginas/InformacionProcedimiento.aspx
For business written on a Freedom of Services basis
Should you remain dissatisfied with the final response or if you have not received a final response within 2 (two) months of the complaint being made, you may voluntarily submit a dispute to arbitration in accordance with the terms of the Spanish Law for the Protection of Consumers and Users and related subordinate legislation, without prejudice to the provisions of the Arbitration Law in the event that the parties submit any dispute to the decision of one or more arbitrators.
You may be eligible to refer your complaint to the Directorate General of Insurance in Spain. The contact details are as follows:
Servicio de Reclamaciones de la Dirección General de Seguros y Fondos de Pensiones
Pº Castellana, 44
28046 Madrid
Spain
Tel: 952 24 99 82
Website: www.dgsfp.mineco.es/es/Consumidor/ProteccionAsegurado/Paginas/InformacionProcedimiento.aspx
Czech Republic complaints
Should you remain dissatisfied with the final response or if you have not received a final response within 8 (eight) weeks of the complaint being made, you may be eligible to refer your complaint to the Czech National Bank. The contact details are as follows:
Czech National Bank
Consumer Protection Department
Na Príkope 864/28
115 03 Prague 1
Czech Republic
Reg. No. 48136450
Tel.: +420 224 411 111
Fax: +420 224 412 404
Green line Tel.: +420 800 160 170
Website: https://www.cnb.cz/en/public/contacts/complaints-concerning-financial-institutions/index.html
Iceland complaints
Should you remain dissatisfied with the final response or if you have not received a final response within 4 (four) weeks of the complaint being made, you may be eligible to refer your complaint to the Financial Supervisory Authority in Iceland. The contact details are as follows:
The Insurance Complaints Committee
Financial Supervisory Authority
Höfðatún 2
105 Reykjavík
Iceland
Tel: + 354 520 3700
Fax: +354 520 3727
E-mail:
Website: www.en.fme.is/supervision/consumer-affairs/the-insurance-complaints-committee/
Netherlands complaints
Should you remain dissatisfied with the final response or if you have not received a final response within 6 (six) weeks after the complaint has been received by the insurer, you may be eligible to refer your complaint to the Complaints Institute for Financial Services (Kifid) in the Netherlands. The contact details are as follows:
Complaints Institute for Financial Services (Kifid)
Postbus 93257
2509 The Hague
The Netherlands
Tel: +31 (0) 70 333 8 999
E-mail:
Website: www.kifid.nl
Sweden complaints
Should you remain dissatisfied with the final response or if you have not received a final response within 14 (fourteen) calendar days of the complaint being made, you may be eligible to refer your complaint to the National Board for Consumer Complaints. The contact details are as follows:
National Board for Consumer Complaints (ARN)
Box 174
101 23 Stockholm
Sweden
Tel: +46 8 50 88 60 00
Fax: + 46 8 50 88 60 01
E-mail:
Website: www.arn.se
Swedish
Skulle du vara missnöjd med det slutliga svaret eller om du inte har fått ett slutligt svar inom 14 (fjorton) kalenderdagar efter det att klagomålet gjorts, kan du vara berättigad att skicka ditt klagomål till Allmäna reklamationsbyrån. Kontaktuppgifterna är följande:
Allmänna reklamationsnämnden (ARN)
Box 174
101 23 Stockholm
Sverige
Tel: +46 8 50 88 60 00
Fax: + 46 8 50 88 60 01
E-post:
Webbplats: www.arn.se
Denmark complaints
Should you remain dissatisfied with the final response or if you have not received a final response within 8 (eight) weeks of the complaint being received, you may be eligible to refer your complaint to the Insurance Complaints Board in Denmark. The contact details are as follows:
The Insurance Complaints Board
Ankenævnet for Forsikring
Østergade 18, 2
1100 København K
Denmark
Tel: +45 33 15 89 00
E-mail:
Website: www.ankeforsikring.dk/english
Ireland complaints
Should you remain dissatisfied with the final response or if you have not received a final response within 40 (forty) business days of the complaint being made, you may be eligible to refer your complaint to the Financial Services and Pensions Ombudsman (FSPO). The contact details are as follows:
Financial Services and Pensions Ombudsman
Lincoln House 3rd floor
Lincoln Place
Dublin 2
D02 VH29
Republic of Ireland
Website: www.fspo.ie
Norway complaints
A decision on your complaint will be provided to you, in writing, within 15 (fifteen) working days of the complaint being received.
If a final answer can not be provided within 15 working days of the complaint being received, the insurer must send a preliminary answer to the complainant with a clear indication of the reasons why the answer is not yet available, and with an indication of when the complainant will receive a final answer.
In extraordinary cases, beyond the insurers control, the deadline for sending such a preliminary response can be extended to up to 35 working days from receipt.
Should you remain dissatisfied with the final response or if you have not received a final response within 15 (fifteen) working days of the complaint being received, or at any time after you have made the complaint to the party named above, you may refer your complaint to the Norwegian Financial Services Complaints Board.
The contact details are as follows:
Norwegian Financial Services Complaints Board (FinKN)
Postboks 53 Skøyen
0212 Oslo
Norway
Tel: +47 23 13 19 60
E-mail:
Website: www.finkn.no/English
United Kingdom complaints
Should you remain dissatisfied with the final response or if you have not received a final response within 8 (eight) weeks of the complaint being made, you may be eligible to refer your complaint to the Financial Ombudsman Service in the United Kingdom. The contact details are as follows:
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
Estonia complaints
Should you remain dissatisfied with the final response or if you have not received a final response within 8 (eight) weeks of the complaint being made, you may be eligible to refer your complaint to the Consumer Protection Board in Estonia. The contact details are as follows:
Consumer Disputes Committee
Consumer Protection Board
Pronksi 12,
10117 Tallinn
Estonia
Website: www.tarbijakaitseamet.ee/en/consumer-disputes-committee
Italy complaints
Should you remain dissatisfied with the final response or if you have not received a final response within forty-five (45) calendar days of the complaint being made, you may be eligible to refer your complaint to the Institute for Insurance Supervision (IVASS). The contact details are as follows:
Institute for Insurance Supervision (IVASS)
via del Quirinale 21
00187 Rome
Italy
Telephone no.: 800 486661 (from Italy)
Telephone no.: +39 06 42021 095 (from outside Italy)
Fax no.: +39 06 42133 206
Certified email (Italy only)
The IVASS website provides further information about how to refer your complaint to IVASS and a template letter that may be used.
Please see the link below.
www.ivass.it
Poland complaints
Should you remain dissatisfied with the final response or if you have not received a final response within 30 (thirty) days of the complaint being made, you may – as a natural person be eligible to refer your complaint to the Financial Ombudsman. The contact details are as follows:
Financial Ombudsman
Ul. Nowogrodzka 47a 00-695 Warsaw
Poland
Tel: +48 22 333 73 26/27
E-mail:
Website: www.rf.gov.pl
United States complaints
EDR scheme and eligibility - The applicable state Department of Insurance (or equivalent agency).
List of state insurance departments
Website: https://content.naic.org/state-insurance-departments
