Be clear about the issue
Explain what happened, when it occurred, the reference involved and what outcome you are seeking. Preserve correspondence and documents. Avoid sending sensitive payment details in an ordinary email.
HELP / EXPLAINED
How to make a complaint
Raise a concern about a quote, service issue or policy handling.
THE SHORT VERSION
Raise a concern about a quote, service issue or policy handling.
Choose the correct organisation
A website or service complaint may be handled separately from an insurance underwriting, claims or policy complaint. The insurer documents should identify the correct complaints contacts and any applicable escalation rights.
Ask about next steps
Request confirmation that the complaint was received and information about the procedure. If the issue falls under a regulated firm’s complaints process, the firm must explain applicable time limits and further rights in accordance with its obligations.
GOOD TO KNOW
Common questions
Can GreenOnMID decide a claim complaint?
No. Claims decisions and their escalation sit with the responsible insurer or administrator.
Is there an ombudsman route?
It may apply depending on the responsible firm and the complaint; check the insurer’s complaints information.