Woman o the phone complaining

Policies with cover outside the UK

Zurich Private Clients policies with cover outside the UK

In the first instance, please get in touch with your usual contact at Zurich UK or your broker or insurance intermediary as they will generally be able to provide you with a prompt response to your satisfaction. However, if we are unable to resolve your complaint regarding your property, you may wish to contact the Financial Services and Pensions Ombudsman.

Financial Services and Pensions Ombudsman

The Financial Services and Pensions Ombudsman is an independent, impartial, fair and free service that helps resolve complaints with pensions providers and regulated financial services providers. They can be found on their website www.fspo.ie.

You can also contact them as follows:

Postal address

Financial Services and Pensions Ombudsman
Lincoln House
Lincoln Place
Dublin 2
D02 VH29

Telephone +353 1 567 7000

Email info@fspo.ie

Alternatively you can contact our Chief Executive:

Chief Executive Office

Zurich House
Frascati Road
Blackrock
County Dublin
Ireland

Local ombudsman

In addition to this, you may be able to refer your complaint to the local ombudsman where you have policy cover for your property. Details of the countries where the local ombudsman may accept your complaint are as follows:

  • Ireland
  • Italy
  • Spain
  • Portugal

Ireland

Financial Services and Pensions

Postal address

Financial Services and Pensions Ombudsman
Lincoln House
Lincoln Place
Dublin 2
D02 VH29

Telephone 1890 88 20 90, +353 1 567 7000

Email info@fspo.ie

Website www.fspo.ie

Zurich is not responsible for the content on external websites.

Italy

You can submit a complaint to the Italian Insurance Supervisory Authority (the IVASS) as regards our compliance with the terms of your policy or in relation to our conduct in relation to complaints made under your policy (such as, for instance, an unsatisfactory claim decision).

Postal address

VASS
Via del Quirinale
21 00187
Rome
Italy

Telephone +39 06 421331

Email ivass@pec.ivass.it

Website www.ivass.it

Zurich is not responsible for the content on external websites.

Spain

You may also be able to ask the Complaints Service in the General Directorate of Insurance and Pension Funds (Dirección General de Seguros y Fondos de Pensiones) (the DGSFP), to review your case.

Postal address

General Directorate of Insurance and Pension Funds
Calle Miguel Ángel
21 28010
Madrid
Spain

Telephone (01) 567 7000 (free on mobile phone and landlines)

Website https://dgsfp.mineco.gob.es

Zurich is not responsible for the content on external websites.

Portugal

If you are unhappy with the outcome of your complaint you may ask our Customer Ombudsman (“Provedor do Cliente”) to consider Your complaint under the procedure set out in the Customer Ombudsman Regulation, which is available on our website.

These Regulations comply with the requirements of Article 158 of Law no. 174/2015. 9 September, and in ASF Regulation (Norma Regulamentar) no. 10/2009, 25 June of the Autoridade de Supervisão de Seguros e Fundos de Pensões and any other regulations that may replace or amend it.

Complaints filed with our Customer Ombudsman must meet certain requirements. In particular, the complaint must:

  • Be in writing;
  • Set out your full name, or if applicable, the name of your representative;
  • State the capacity in which you or your representative are making the complaint (for instance, as the policyholder or as a beneficiary);
  • Set out your contact details and, if applicable, the contact details of your representative;
  • Set out your Portuguese taxpayer number (Número de Identificação Fiscal) (if applicable);
  • If possible, set out a detailed description of the facts that led to the complaint, identifying the participants and date in which the facts occurred; and
  • Set out the date of the complaint and your address at the time your make the complaint.

Our Customer Ombudsman’s contact details are as follows:

Postal address

Dr. Miguel Esperança Pina
Rua Sousa Martins
no. 10
1050-218 Lisboa
Portugal

Telephone +39 06 421331

Email miguel.pina.provedor@cms-rpa.com

Website www.cms-rpa.com

Our Customer Ombudsman has up to 30 (thirty) days in which to reply to your complaint. In particularly complex cases, our Customer Ombudsman may extend that period to 45 (forty five) days. The Ombudsman may refuse a complaint if:

  • The complaint omits material information;
  • The complaint relates to a matter of that is before the courts or which has already been decided by the courts;
  • The complaint relates to a matter that has already been determined by the Customer Ombudsman; or
  • The complaint has not been previously submitted to us within the deadline mentioned above, has not been filed in good faith or the content is deemed vexatious.

You may also file a complaint with:

  • the Central Bank of Ireland;
  • the Autoridade de Supervisão de Seguros e Fundos de Pensões, at Avenida da República, 76, 1600-205 Lisboa.

You can also complain to the Portuguese alternative dispute resolution authority, the Cimpas – Centro de Informação, Mediação e Arbitragem de to which ZIE AG is required to adhere in order to enable alternative dispute resolution. The contact details of the Cimpas – Centro de Informação, Mediação e Arbitragem de Seguros are as follows:

Lisbon

Postal address

Av. Fontes Pereira de Melo
nº 11 - 9º Esq
1050 - 115 Lisboa
Portugal

Telephone +351 213 827 70

Email geral@cimpas.pt

Porto

Postal address

Rua do Infante D. Henrique
nº73, Piso 1
4050-297 Porto
Portugal

Telephone +351 226 069 910