Complaints procedure
We are committed to ensuring that our products and services meet our clients’ expectations.
If you are dissatisfied, please reach out to us so we can assist you in resolving the issue. We take complaints very seriously and aim to address them fairly and efficiently in an effective and transparent manner.
How to make a complaint
If you wish to make a complaint you may do so in writing or verbally at any time using the contact details below:
Customer Outcomes Manager
Liberty Specialty Markets
20 Fenchurch Street
London,
EC3M 3AW
United Kingdom
Tel: +44 (0)20 3758 0840
Email: complaints@libertyglobalgroup.com
Website: https://www.libertyspecialtymarkets.com/complaints
It would be helpful if you could also provide the following information:
- Policy number
- Date of loss
- Who did you buy your insurance from?
- Who is your complaint against?
Once we receive your complaint, we will send you a written acknowledgement setting out the time scales for resolution of your complaint.
If you remain dissatisfied with our response to your complaint, or we have not completed our investigation after eight weeks, you may be entitled to refer your complaint to the Financial Ombudsman Service using the details below:
Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR
Tel: 0800 023 4567 or 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
As Liberty Mutual Insurance Europe SE is a Luxembourg insurance company, you may also be entitled to refer the dispute to any of the following dispute resolution bodies:
Commissariat aux Assurances,
11 Rue Robert Stumper
2557 Gasperich
Luxembourg
Tel: (+352) 22 69 11 - 1
Email: caa@caa.lu
or, available for consumers only;
Service national du Médiateur de la consommation
Ancien Hôtel de la Monnaie
6, rue du Palais de Justice
L-1841 Luxembourg
Tel: (+352) 46 13 11
Email: info@mediateurconsommation.lu
or;
Médiateur en Assurances
ACA,
12, rue Erasme
L-1468 Luxembourg
Tel: (+352) 44 21 44 1
Email: mediateur@aca.lu
You can also raise a complaint about a product or service purchased online within the European Union to the Online Dispute Resolution (ODR) platform. Details of how you can do this can be found on their website.
International Passenger Protection (Malta) Ltd are committed to ensuring that our products and services meet our clients’ expectations. However, if you are dissatisfied, you can contact us using the following details:
Customer Outcomes Manager
Liberty Specialty Markets
20 Fenchurch Street
London,
EC3M 3AW
United Kingdom
Tel: +44 (0)20 3758 0840
Email: complaints@libertyglobalgroup.com
Website: https://www.libertyspecialtymarkets.com/complaints
It would be helpful if you could also provide the following information:
- Policy number
- Date of loss
- Who did you buy your insurance from?
- Who is your complaint against?
Once we receive your complaint, we will send you a written acknowledgement setting out the time scales for resolution of your complaint; usually receiving a response within 15 working days.
If you remain dissatisfied with our response to your complaint, or we have not completed our investigation after three weeks, you may be entitled to refer your complaint to The Office of the Arbiter for Financial Services using the details below:
The Office of the Arbiter for Financial Services,
N/S in Regional Road, Msida MSD 1920, Malta.
Freephone: 80 072 366
Telephone: (+356) 21 249 245
Email: complaint.info@asf.mt
Website: www.financialarbiter.org.mt
As Liberty Mutual Insurance Europe SE is a Luxembourg insurance company, you may also be entitled to refer the dispute to any of the following dispute resolution bodies:
Commissariat aux Assurances,
11 Rue Robert Stumper
2557 Gasperich
Luxembourg
Tel: (+352) 22 69 11 - 1
Email: caa@caa.lu
or, available for consumers only;
Service national du Médiateur de la consommation
Ancien Hôtel de la Monnaie
6, rue du Palais de Justice
L-1841 Luxembourg
Tel: (+352) 46 13 11
Email: info@mediateurconsommation.lu
or;
Médiateur en Assurances
ACA,
12, rue Erasme
L-1468 Luxembourg
Tel: (+352) 44 21 44 1
Email: mediateur@aca.lu
You can also raise a complaint about a product or service purchased online within the European Union to the Online Dispute Resolution (ODR) platform. Details of how you can do this can be found on their website.
International Passenger Protection (Malta) Ltd (C 97281) is an enrolled insurance broker under the Insurance Distribution Act (Cap 487) of the laws of Malta to carry on business of insurance broking and is licenced and regulated by the Malta Financial Services Authority. Products are co-manufactured by Liberty Mutual Insurance Europe SE (LMIE) and International Passenger Protection (Malta) Ltd (IPPM). LMIE provides the cover and IPPM distribute the product.
International Passenger Protection (Malta) Ltd are committed to ensuring that our products and services meet our clients’ expectations. However, if you are dissatisfied, you can contact us using the following details:
Customer Outcomes Manager
Liberty Specialty Markets
20 Fenchurch Street
London
EC3M 3AW
United Kingdom
Tel: +44 (0)20 3758 0840
Email: complaints@libertyglobalgroup.com
Website: https://www.libertyspecialtymarkets.com/complaints
It would be helpful if you could also provide the following information:
- Policy number
- Date of loss
- Who did you buy your insurance from?
- Who is your complaint against?
Once we receive your complaint, we will send you a written acknowledgement setting out the time scales for resolution of your complaint.
If you remain dissatisfied with our response to your complaint, or we have not completed our investigation after 8 weeks, you may be entitled to refer your complaint to The Swiss Ombudsman of Insurance using the details below:
Website: http://www.ombudsman-assurance.ch
Telephone: 044 211 30 90
Fax: 044 212 52 20
Email: help@versicherungsombudsman.ch
As Liberty Mutual Insurance Europe SE is a Luxembourg insurance company, you may also be entitled to refer the dispute to any of the following dispute resolution bodies:
Commissariat aux Assurances,
11 Rue Robert Stumper
2557 Gasperich
Luxembourg
Tel: (+352) 22 69 11 - 1
Email: caa@caa.lu
or, available for consumers only;
Service national du Médiateur de la consommation
Ancien Hôtel de la Monnaie
6, rue du Palais de Justice
L-1841 Luxembourg
Tel: (+352) 46 13 11
Email: info@mediateurconsommation.lu
or;
Médiateur en Assurances
ACA,
12, rue Erasme
L-1468 Luxembourg
Tel: (+352) 44 21 44 1
Email: mediateur@aca.lu
You can also raise a complaint about a product or service purchased online within the European Union to the Online Dispute Resolution (ODR) platform. Details of how you can do this can be found on their website.