The SCOR Syndicate 2015 and Certain Underwriters at Lloyd's
Insurer Information & Claims / Complaint Notification
Lloyd’s is the world’s specialist insurance and reinsurance market.
With expertise earned over centuries, Lloyd’s is the foundation of the insurance industry and the future of it. Led by expert underwriters and brokers who cover more than 200 territories, the Lloyd’s market develops the essential, complex and critical insurance needed to underwrite human progress. More information can be found at: www.lloyds.com
Backed by diverse global capital and excellent financial ratings, Lloyd’s works with a global network to grow the insured world – building resilience for businesses and local communities and strengthening economic growth around the world.
Should You need to report or make a claim to Us, please contact Our specialist claims handler Woodgate and Clark Limited, whose details are below. You may if You wish also advise Your insurance adviser or Giant Insurance to do this on Your behalf.
Woodgate and Clark Limited
The Red House
King Street
West Malling
Kent
ME19 6QT
Claims Telephone: +44 (0) 1732 520273
Out of office Telephone: +44 (0) 1732 520270
Email: newclaim@woodgate-clark.co.uk
It will be helpful when reporting a claim if You are able to advise the Policy number and brief details of the claim.
What to do in the event of a claim?
You should take all reasonably practicable steps to mitigate or reduce further Damage or Bodily Injury. No prior approval is required.
If possible provide evidence in the form of photos of damage, injury and documentation including quotes, invoices or receipts.
You should not admit liability even if asked to do so by a third party.
You shall give Us or Our representative all necessary assistance.
Complete and return any claim form sent to You, as soon as possible.
How do I complain?
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.
Where do I start?
POLICY ADMINISTRATION ISSUES
If your complaint is about the way in which the policy was sold to you or whether it meets your requirements, you should contact your broker.
If your complaint is about your policy administration and documents, you should in the first instance contact:
The Managing Director, Giant Risk Solutions Limited, 1st Floor, 41 St Vincent Street, Glasgow G1 2ER
CLAIMS ADMINISTRATION ISSUES
If your complaint is about a claim, you should refer the matter to:
Woodgate & Clark – Telephone: 01732 520204
Alternatively you can ask your broker to refer the matter on for you.
Please quote your claim reference and policy number in all correspondence so that your concerns may be dealt with speedily
What happens next?
If the Claims Administrators is not able to resolve your complaint satisfactorily by close of business the 3rd working day following receipt of your complaint, they will refer your complaint to Head of Compliance at The SCOR Managing Agency Ltd, 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 Head of Compliance yourself by writing to:
The SCOR Managing Agency Ltd.
10 Lime Street
London
EC3M 7AA
Telephone: 0203 817 5070
E-mail: SYND-complaints@scor.com
We will investigate your complaint and will provide you with a written response within two 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.
In the event that you remain dissatisfied with us then you may refer the matter to the Complaints team at Lloyd’s:
The address of the Complaints team at Lloyd’s is:
Complaints
Lloyd’s
Fidentia House,
Walter Burke Way,
Chatham Maritime
Kent
ME4 4RN
Tel No: 020 7327 5693
Fax No: 020 7327 5225
E-mail: complaints@lloyds.com
Website: www.lloyds.com/complaints
If you remain unhappy
If you remain dissatisfied after Lloyd’s has considered your complaint, or, in any event, after a period of eight weeks from making your complaint, you may be able to refer your complaint to the Financial Ombudsman Service (contact details below).
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
Exchange Tower
London
E14 9SR
Telephone: 0300 123 9 123 or 0800 0234 567
Further information is available from them and you may refer a complaint to them online at www.financial-ombudsman.org.uk
The Insurer is covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the FSCS if in the unlikely event that We are unable to meet Our obligations under this Policy. If You were entitled to compensation under the FSCS, the level of compensation payable would depend on the nature of the insurance granted under this Policy.
Further information about the FSCS is available from:
Financial Services Compensation Scheme
PO Box 300
Mitcheldean
GL17 1DY
Email: enquiries@fscs.org.uk
Tel: For UK callers: 0800 678 1100 (free phone)
Tel: For callers from abroad: +44 (0) 20 7741 4100
Web: www.fscs.org.uk