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 2023 – 31 December 2023
| 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 | 2.85 per 1000 policies in force | 4656 | 5023 | 33.12% | 57.45% | 46.66% | Delays / Timescales |