How we deal with complaints
At Acromas Insurance Company Limited, we strive to give our customers a great service, ensuring that they are always treated fairly. If you are dissatisfied with how your policy or claim has been handled, please refer to your policy documents where you will find details on how to make your complaint.
We believe it's important to be transparent about our complaints, so below you'll find details about our complaints.
Summary of complaints we have received
Period covered: 1 August 2024 – 31 January 2025
| 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 | 0.98 per 1000 policies in force | 2446 | 2527 | 33.72% | 66.92% | 50.29% | Product performance/ features |