Complaint handling arrangements

Any complaint should be addressed in the first instance to:

Service Manager
Operations Team
Lloyd’s Insurance Company S.A.
Bastion Tower
Marsveldplein 5
1050 Brussels

Tel: +32 (0)2 227 39 40

Your complaint will be acknowledged, in writing, within 3 (three) business days of the complaint being made.

A decision on your complaint will be provided to you, in writing, within 1 (one) month of the complaint being received.

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

Tel: +32 (2) 547 58 71
Fax: +32 (2) 547 59 75

If you were sold this product online or by other electronic means and within the European Union (EU) you may refer your complaint to the EU Online Dispute Resolution (ODR) platform. Upon receipt of your complaint the ODR will escalate your complaint to your local dispute resolution service – this process is free and conducted entirely online. You can access the ODR platform on

The complaints handling arrangements above are without prejudice to your right to commence a legal action or an alternative dispute resolution proceeding in accordance with your contractual rights.


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