How we deal with complaints

At Acromas Insurance Company Limited, we strive to ensure that our customers are treated fairly. If you are dissatisfied with the handling of a claim, we will take your concerns very seriously.

It is important to us that our process for handling your concerns is clear and transparent and that you are kept fully aware of how your complaint is progressing.

Summary of complaints we have received

Period covered: 01 July 2022 – 31 December 2022

Product / service grouping	Complaints opened per 1000 policies in force	No. of complaints opened	No. of complaints closed	Complaints closed within 3 days (%)	Complaints closed after 3 days but within 8 weeks (%)	Complaints upheld (%)	Main cause of complaints opened
Insurance and pure protection	3.40 per 1000 policies in force	6119	6023	39.18%	48.81%	53.89%	Delays / Timescales