Great Lakes Insurance SE
Insurer Information & Claims / Complaint Notification
Great Lakes Insurance SE is a German insurance company with its headquarters at Königinstraße 107, 80802 Munich. Registered with the commercial register of the local court of Munich under number: HRB 230378. UK Branch office: Plantation Place, 30 Fenchurch Street, London, EC3M 3AJ.
Great Lakes Insurance SE, UK Branch is authorized by the Bundesanstalt für Finanzdienstleistungsaufsicht and subject to limited regulation by the Financial Conduct Authority and Prudential Regulation Authority. Details about the extent of Our regulation by the Financial Conduct Authority and Prudential Regulation Authority are available from Us on request.
Great Lakes is a fully owned subsidiary of Munich Re Group and acts as a specialist provider of insurance services and the preferred facilitator of insurance business.
It enjoys the same strong rating and financial strength of the Munich Re Group: A+ (Superior) as rated by A.M. Best and AA- (Very strong) by S&P.
Our claims facility is provided by MPL Claims Management LTD (MPL), a countrywide claims management company. http://www.mplclaims.com/
Your claims should be notified to MPL by Telephone: 0345 060 0014
Giant has a panel of nominated loss adjusters, which will be appointed depending in the nature and location of the claim.
Our aim is to provide all Our customers with a first class standard of service. However, there may be occasions when You feel this objective has not been achieved. If You have a complaint about Your Policy or the handling of a claim, the details below set out some of the key steps that You can take to address your concerns.
Please quote Your Policy number in all correspondence so that Your concerns may be dealt with speedily.
If Your complaint is not able to be resolved satisfactorily by close of business on the third working day following receipt, Your complaint will be referred to the Complaints Manager for Great Lakes Insurance SE, UK Branch at ERGO UK Specialty Limited, who will send You an acknowledgement letter. If You don’t receive any acknowledgement letter, or at any time if You wish to do so, You may contact the Complaints Manager yourself by using any of the below contact details:
ERGO UK Specialty Limited for Great Lakes Insurance SE, UK Branch
Munich Re Group Offices
10 Fenchurch Avenue
Telephone: 020 3003 7130
The Complaints Manager will investigate Your complaint and will provide You with a written response within eight weeks of Your initial complaint. This will either be a final response or a letter informing You that We need more time for Our investigation.
If You remain unhappy
If We (or where applicable Giant Risk Solutions Limited) have not resolved Your complaint at the end of eight weeks, or if after receiving Our final response You remain dissatisfied, You may be able to refer Your complaint to the Financial Ombudsman Service (contact details below). You will have six months from the date of the final response to make this referral.
Your rights as a customer to take legal action are not affected by the existence or use of the complaints procedure mentioned above. However the Financial Ombudsman Service may not adjudicate on a case where court proceedings are actively in progress.
The Financial Ombudsman Service
Telephone: 0800 023 4567
Further information is available from them and You may refer a complaint to them online at www.financial-ombudsman.org.uk
The Ombudsman will review complaints from eligible complainants. An eligible complainant is defined as:
- a private individual;
- a business, which has a group annual turnover of less than €2m (approx. £1.6m) and fewer than 10 staff at the time the complainant refers the complaint to the respondent;
- a charity which has an annual income of less than £1m at the time the complainant refers the complaint to the respondent; or
- a trustee of a trust which has a net asset value of less than £1m at the time the complainant refers the complaint to the respondent.
Financial Services Register
The Financial Services Register can be checked by visiting the Financial Conduct Authority website on www.fca.org.uk or by calling 0800 111 6768
Financial Services Compensation Scheme (FSCS)
Great Lakes Insurance SE, UK Branch, Probitas 1492 Services Limited, and DAS Legal Expenses Insurance Company Ltd are all covered by the Financial Services Compensation Scheme (FSCS). This means that You may be entitled to compensation from the scheme in the unlikely event that they cannot meet their obligations. Further details can be obtained from FSCS, PO Box 300, Mitcheldean, GL17 1DY Tel: 0800 678 1100 or www.fscs.org.uk