COMPLAINTS PROCEDURE

How to make a complaint

Our priority is to ensure that all our customers receive the highest levels of service. However, if you don’t believe that you have received the quality of service that you were expecting, and want to get in touch with us, we would like to hear from you.

To make a complaint or feedback on the customer service you have experienced, please contact us via email, at: ig-contact@integraglobal.com

If you would like to make a complaint about an unpaid claim or your policy and benefits, please contact us via email, at: member-care@integraglobal.com

To ensure that your complaint is dealt with as quickly as possible, please provide us with all the below information in your correspondence:

• Name
• Telephone number
• Certificate number
• Your policy type
• An explanation of the reason for your complaint

If you remain dissatisfied with the outcome of your complaint, please either reply to your complaint response via email, or contact;

Director of Insurance Services
Integra Global Health Ltd
Maxwelton House
41-43 Boltro Road
Haywards Heath
United Kingdom
RH16 1BJ

If it is not possible to reach an agreement, you have the right to make an appeal to the Financial Ombudsman Service. This also applies if you are insured in a business capacity and have an annual turnover of less than £2 million and fewer than 10 staff.

You may contact the FOS at: The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, Docklands, London, E14 9SR.

Online Dispute Resolution

If you purchased your insurance online, please note that you can, if you wish, also submit your complaint via the Online Dispute Resolution (ODR) Platform set up by the European Commission. This service has been set up to help residents in the European Union (EU) who have bought goods or services online, get their complaint resolved.

You can access the ODR Platform by going to the following link:

https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.chooseLanguage