Complaints – Asta Europe

Complaints Notice

Our goal is to provide excellent service, but we recognise that there may be occasions when you feel we could do better.

If you are unhappy with any aspect of the service that you receive from us, please contact your insurance broker in the first instance, stating the nature of your complaint, the policy and/or claim number, otherwise please follow the steps below to log your complaint with the relevant parties.

Step 1

If you wish to make a complaint, please contact us at your earliest convenience using the information below:

Complaints Department
Avenue Louise 54
1050 Bruxelles
Belgium

E-mail: complaints@astaeurope.com

Please note that Asta Europe is an approved Coverholder of Lloyd’s Europe. Once we have received your complaint, it may be necessary for us to refer the complaint to Lloyd’s Europe to deal with in the first instance. We will work with them to ensure the best possible outcome for you.

Step 2

Lloyd’s Europe Policyholders

If you are a Lloyd’s Europe policyholder, you also have the option to contact Lloyd’s Europe directly in the first instance.

Details of Lloyd’s Europe’s complaints procedures are available at www.lloydseurope.com/complaints and its Complaints team can be contacted at:

Service Manager
Complaints team
Lloyd’s Insurance Company S.A.
Bastion Tower
Marsveldplein 5
1050 Brussels
Belgium

Telephone: +32 (0)2 227 39 40
E-mail: LloydsEurope.Complaints@lloyds.com

Step 3

EU Policyholders

If you are an EU policyholder and your complaint has not been resolved by us or Lloyd’s Europe you may have the right to take your complaint to an external dispute resolution organisation. This can be a regulator, an ombudsman service or another type of external dispute resolution scheme which will undertake an independent review of your complaint. For the contact details of your specific country please refer to the Lloyd’s Europe website.
If you have purchased your contract online, you may also make a complaint via the EU’s online dispute resolution (on www.ec.europa.eu/odr).

International Policyholders

If you are a policyholder based outside of the UK or the EU, please contact us at our Asta Europe address or refer to the Lloyd’s Complaints Handling website for International Policyholders for instructions on how to make a complaint as well as the external dispute resolution organisations available to you.

Step 3

UK Policyholders

If you are a UK policyholder who meets the FCA definition of an eligible complainant, and you have exhausted the options above, you may be able to refer the matter to The Financial Ombudsman Service (FOS). The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and businesses providing financial services, they can normally deal with complaints from private individuals and from small organisations; further information is available from:

Financial Ombudsman Service (FOS)
Exchange Tower
London
E14 9SR

Telephone: +44 (0)30 0123 9123 or 0800 023 4567
E-mail: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk