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 August 2019 – 31 January 2020

Product / service grouping	No. of complaints opened (at reporting period end date)	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	1.96 per 1000 policies in force	4199	4406	40.26%	45.39%	41.81%	Product Performance / Features