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.

Heeft u een klacht?

HDI Global Specialty SE vindt elke klant belangrijk en we vinden dat u altijd recht heeft op een eerlijke, snelle en beleefde service. Als u niet tevreden bent met de service die we u hebben verleend en u wilt hier over klagen dan kunt u op de volgende manier contact met ons opnemen:

Mail ons op meldingen-compliance@hdi-specialty.com
 
We zullen de ontvangst van uw klacht binnen vijf werkdagen schriftelijk bevestigen. We zullen ons best doen om u binnen uiterlijk 8 weken na ontvangst van uw klacht een definitief antwoord te geven. Als het voor ons niet mogelijk is om u binnen deze tijd een definitief antwoord te geven dan zullen we u schriftelijk uitleggen waarom er vertraging is en wanneer u wel een definitief antwoord kunt verwachten.

• 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 distribution partner responsible for handling your insurance contract or Third Party Administrator (TPA) that manages your claim, if applicable. You will find the relevant contact details on your policy documents.
• If you are not satisfied with the distribution partner’s or TPA’s response to your complaint you may escalate it as a dispute and HDI Global Specialty SE’s Internal Disputes Resolution (IDR) committee will review the matter. The committee will be independent of the person who initially considered your complaint. HDI Global Specialty SE requests that you set out any dispute in writing to:
  
  

Internal Dispute Resolution Committee

HDI Global Specialty SE – Australia
Tower1, Level 33, 100 Barangaroo Avenue
Sydney NSW 2000,  Australia
E-mail: HGABdisputes@hdi-specialty.com

On receipt, an IDR review will be completed by our office with the decision provided within 30 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 propose 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

We understand that things don’t always go to plan and there may be times when you’re unhappy with one of our policies, our services or a decision on your claim.  We want you to tell us of such circumstances. We’ll do our best to put things right as soon as possible or explain something we could have made clearer.

What you can expect to happen

Step 1: Let us know what your concerns are by contacting our partnering Distribution Partner responsible for your insurance contract directly by phone, email or writing a letter to them. You will find the relevant contact details on your policy documents. We’ll acknowledge your complaint within five business days.

Step 2: If they are unable to come to a resolution together, you’ll be referred to a manager. Our aim to investigate and resolve your complaint within two weeks. If this is not possible, we'll advise you of progress within 10 business days.

Step 3: If after working with a manager, we have t been unable to make it right, we’ll escalate your case to HDI Global Specialty SE Internal Disputes Resolution panel to review. 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:2

Internal Dispute Resolution Committee
HDI Global Specialty SE – Australian Branch
Tower 1, Level 33, 100 Barangaroo Avenue
Sydney NSW 2000 Australia
E-mail: HGSNZdisputes@hdi-specialty.com

Step 4: If we are unable to resolve your complaint, we’ll advise you in writing. You can choose to refer the matter to the Insurance & Financial Services Ombudsman (IFSO) Scheme.

The IFSO is an independent authority that will carry out an impartial investigation.

The IFSO Scheme has been approved by the Minister of Commerce & Consumer Affairs to provide an external dispute resolution to consumers with complaints about financial service providers.  It offers a free and independent complaints service.

The IFSO can be contacted in the following ways:

Phone: 0800 888 202
Email: info@ifso.nz
Website: www.ifso.nz

• 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.