How to complain - our commitment to you

At Inter Hannover each of our customers is important to us, and we believe you have the right to a fair, swift and courteous service at all times. If you are dissatisfied with the service you have received and wish to make a complaint, please contact us by email:

complaints@inter-hannover.com

Inter Hannover Complaints Procedure

We will acknowledge your complaint in writing within five working days of receipt.

We will endeavour to send a final response to you within eight weeks of receipt of your complaint. If we are unable to provide you with a final response within this time frame, we will write to you explaining the delay and advice you when you can expect a final response.

For our UK customers

If you are a customer of our UK branch, and if more than eight weeks from the date of your complaint have elapsed and you have not received a final response, or you are dissatisfied with the final response you have received from us, you may choose to refer your complaint to:

Financial Ombudsman Service (FOS)
South Quay Plaza
183 Marsh Wall
London
E14 9SR

Please note: You must refer your complaint to the Financial Ombudsman within six months of the date on our final response.

For our Australian customers

  • If you have any concerns or complaints about your policy or how your claim has been handled, you should in the first instance contact our partnering Insurance Agency responsible for your insurance contract. You will find the contact details on your policy documents.
  • If you are not satisfied with the Agency's response to your compaint you may escalate it as a dispute and Inter Hannover's Internal Disputes Resolution panel will review the matter. The panel will be independent of the person who initially considered your complaint. Inter Hannover requests that you state the dispute in writing to:

Internal Dispute Resolution Committee
International Insurance Company of Hannover SE – Australian Branch
One International Towers Sydney, Level 33, 100 Barangaroo Avenue
NSW 2000 Australia
E-mail: ComplaintsAustralianBranch@inter-hannover.com

An IDR review will be completed by our office with the decision provided within 45 days.  Updates will be provided every 10 days. In most cases we provide a full written response to complaints within 15 business days of receipt, provided we have received all necessary information and have completed any investigation required. If further information is needed, we will suggest and endeavour to agree with you a reasonable alternative timeframe.

If you are not satisfied with our response, you may lodge a complaint with the Australian Financial Complaints Authority:

Australian Financial Complaints Authority
GPO Box 3, Melbourne VIC 3001
Telephone: 1800 931 678 (for cost of a local call)
E-mail: info@afca.org.au
Website: www.afca.org.au

Please note: You must refer your complaint to the Australian Financial Complaints Authority within 2 days of the date on our final response.

For our Canadian customers

If you are a customer of our Canadian branch (outside Quebec), and if more than 30 days from the date of your complaint have elapsed and you have not received a final response, or you are dissatisfied with the final response you have received from us, you may choose to refer your complaint to the:

General Insurance OmbudService (GIO):

Call: 1-877-225-0446
In Toronto call: (41 6) 921-9316
Visit website: www.giocanada.org/
Easy-to-use online complaint form https://www.giocanada.org/complaint-form/

If you are a customer of our Canadian branch living in Quebec and not satisfied with the result of the examination of your complaint or with the examination itself, you may request that we transfer your complaint file to the Autorité des marchés financiers (AMF). This request must be made in writing to us. You may exercise this right only upon the expiry of 10 business days following receipt of all the information required for the examination but within one year of the date of receipt of our final response. Upon receiving your request, we will provide your file, including all documents regarding your complaint, to the AMF.

Please address your complaint or request for transfer to the AMF to:

Complaints Liaison Officer
International Insurance Company of Hannover SE (Canadian Branch)
220 Bay Street, Suite 400
Toronto, ON, Canada M5J 2W4

Telephone number (416) 607-7846
E-mail: complaints-canadianBranch@inter-hannover.com