1. You can contact QOVER:
Any complaint should be addressed in the first instance to the Mediation Department of QOVER – rue des Palais 44 – 1030 Brussels (Belgium) or to firstname.lastname@example.org or by telephone on +34.518.888.095.
The Lloyd’s managing agent Qover and Lloyd's Insurance Company S.A, or the party named above that it has appointed to adjudicate on your complaint on its behalf, will acknowledge your complaint in writing.
The Lloyd’s managing agent Qover and Lloyd's Insurance Company S.A, or the party named above that it has appointed to adjudicate on your complaint on its behalf, will aim to provide you with its decision on your complaint, in writing, within two months of the complaint being made.*
*Impacts of UK's withdrawal from the EU on 2019 insurance contracts
The EIOPA (European Insurance and Occupational Pensions Authority) strongly recommended that insurance companies take the necessary measures to ensure the continuity of services with regard to insurance contracts concluded before UK's withdrawal. Therefore, insurance contracts which start in 2019 will be underwritten by Lloyd's Insurance Company S.A. rather than by certain underwriters at Lloyd’s registered at 1 Lime Street, London EC3M 7HA, United Kindgom. The insurance contracts concluded in the course of 2018 will be transferred to Lloyd's Insurance Company S.A. at their annual renewal date in 2019.
2. You can contact the mediator:
Should you remain dissatisfied with the final response from the above or if you have not received a final response within two months of the complaint being made, you may voluntarily submit a dispute to arbitration in accordance with the terms of the Spanish Law for the Protection of Consumers and Users and related subordinate legislation, without prejudice to the provisions of the Arbitration Law in the event that the parties submit any dispute to the decision of one or more arbitrators.
You may be eligible to refer your complaint to the Directorate General of Insurance in Spain. The contact details are as follows:
Dirección General de Seguros y Fondos de Pensiones / Directorate General of Insurance
Paseo de la Castellana, 44,
Tel: 902 19 11 11
The complaints handling arrangements above are without prejudice to your rights in law.
You may bring a legal action before the Court of first instance corresponding to your domicile under section 24 of the Insurance Contracts Act.
3. You can contact the European online dispute resolution platform:
If You arranged your policy online or through other electronic means (e.g. by phone, SMS, fax or mobile device), You may wish to register Your complaint through the European Online Dispute Resolution platform – http://ec.europa.eu/consumers/odr/. Your complaint will then be re-directed to the Financial Ombudsman Service and to QOVER to resolve. There may be a short delay before We receive it.