Making a complaint

At HDI Global Specialty SE each of our customers is important to us, and we believe you have the right to a fair, swift and courteous service at all times. If you are dissatisfied with the service you have received and wish to make a complaint, please contact us by email: complaints@hdi-specialty.com

We will acknowledge your complaint in writing within five working days of receipt.

We will endeavour to send a final response to you within eight weeks of receipt of your complaint. If we are unable to provide you with a final response within this time frame, we will write to you explaining the delay and advise you when you can expect a final response.

If you are a customer of our UK branch, and if more than eight weeks from the date of your complaint have elapsed and you have not received a final response, or you are dissatisfied with the final response you have received from us, you may choose to refer your complaint to:

Financial Ombudsman Service (FOS)
Exchange Tower
London
E14 6SR

Please note: You must refer your complaint to the Financial Ombudsman within six months of the date on our final response.

• If you have any concerns or complaints about your policy or how your claim has been handled, you should in the first instance contact our partnering Insurance Agency responsible for your insurance contract. You will find the contact details on your policy documents.
• If you are not satisfied with the Agency's response to your compaint you may escalate it as a dispute and HDI Global Specialty SE Internal Disputes Resolution panel will review the matter. The panel will be independent of the person who initially considered your complaint. HDI Global Specialty SE requests that you state the dispute in writing to:
  
  

Internal Dispute Resolution Committee

HDI Global Specialty SE – Australian Branch
One International Towers Sydney, Level 33, 100 Barangaroo Avenue
NSW 2000 Australia
E-mail: ComplaintsAustralianBranch@hdi-specialty.com

An IDR review will be completed by our office with the decision provided within 45 days. Updates will be provided every 10 days. In most cases we provide a full written response to complaints within 15 business days of receipt, provided we have received all necessary information and have completed any investigation required. If further information is needed, we will suggest and endeavour to agree with you a reasonable alternative timeframe.

If you are not satisfied with our response, you may lodge a complaint with the Australian Financial Complaints Authority:

Australian Financial Complaints Authority
GPO Box 3, Melbourne VIC 3001
Telephone: 1800 931 678 (for cost of a local call)
E-mail: info@afca.org.au
Website: www.afca.org.au 

Please note: You must refer your complaint to the Australian Financial Complaints Authority within 2 days of the date on our final response.

• If you are a customer of our Canadian branch (outside Quebec) and you wish to make a complaint, you should first discuss your concerns with an HDI Global Specialty SE – Canadian Branch (“HSCB”) employee who will make all reasonable efforts to resolve your concerns to your satisfaction. You may contact HSCB at:

HDI Global Specialty SE – Canadian Branch
220 Bay Street, Suite 400
Toronto, Ontario M5J 2W4
Telephone: 416-867-9712
E-mail: complaints-canadianBranch@hdi-specialty.com

• HSCB will acknowledge your complaint in writing within 5 business days and will provide you with periodic updates as to the status of your complaint. HSCB will provide a final response to your complaint within 30 days.
• If you are not satisfied with the handling of your complaint or final response, you may escalate it to the HSCB Ombudsman at:

HDI Global Specialty SE – Canadian Branch
220 Bay Street, Suite 400
Toronto, ON  M5J 2W4
Telephone: 416-867-9712
Email: Derek.Spafford@hdi-specialty.com

• If more than 30 days from the date of your complaint have elapsed and you have not received a final response, or you are dissatisfied with the final response you have received from us, you may choose to refer your complaint to the:

General Insurance OmbudService (GIO)
Call: 1-877-225-0446
In Toronto call: (416) 921-9316
Visit website: www.giocanada.org/
Easy-to-use online complaint form https://www.giocanada.org/complaint-form/

• If you have a complaint specifically about HSCB’s Complaint Handling Protocol and processes, you may contact the Financial Consumer Agency of Canada.  Please note that the Financial Consumer Agency of Canada does not provide redress or compensation and does not become involved in individual disputes.

If you are a customer of our Canadian branch living in Quebec click here to view our Complaint Examination And Dispute Resolution Policy Summary.