Complaints Procedure
Although Nuvu is focused on responsive service and strong relationships, there might be a moment when you are disappointed or dissatisfied. In that situation, please inform us so that we can make every effort to resolve this and to improve our services. This procedure describes how you can submit a complaint and how we deal with that complaint.
How to submit a complaint
If you are dissatisfied and wish to complain, you can contact us by writing to complaints@nuvuinsurance.com. You are also welcome to pass on any remarks or complaints to one of our staff members, or to ask any questions. Please inform our staff of the type of insurance and policy number that your remark, complaint or question relates to. Any thoughts for a solution are more than welcome.
Our complaints handling procedure
Once we have received your complaint, we will send you a confirmation of receipt. We will discuss your complaint internally with the responsible staff and aim to resolve your concerns as soon as possible. Within two weeks after notification, you will receive a substantive response from us.
In case your complaint concerns the delivery of (or failure to deliver) a service by another firm authorised by a European regulator, such as an insurer, we will refer your complaint in writing to this firm. In these circumstances, we will send you the full contact details of the firm and our final response if the other firm is solely responsible.
If you are a Lloyd’s policyholder and are dissatisfied with the handling of your complaint, you may refer to the complaints team at Lloyd’s: complaints@lloyds.com. Details of the Lloyd’s complaints procedure are set out in the leaflet ‘Your Complaint – How We Can Help’ available at lloyds.com/complaints. Submitting your complaint to the Lloyd’s complaints team will not affect your right to use the Financial Ombudsman (FOS) as outlined below, if eligible, should you not be satisfied with Lloyd’s response.
If you are a Lloyd’s Brussels policyholder and are dissatisfied with the handling of your complaint, you may refer to the complaints team at Lloyd’s Brussels. Details of their complaints handling procedure are available at lloydsbrussels.com/complaints. Their Complaints Team can be contacted via lloydsbrussels.complaints@lloyds.com.
We will keep you regularly informed of the progress and the measures being taken to resolve your complaint. If our response is not issued within two weeks after receipt of your complaint, we will explain in writing why we have been unable to resolve your complaint within this period and indicate when we will be able to resolve the issue. Of course, you are welcome to contact us at any time to check the status of our investigation.
If you are in the EEA and you remain dissatisfied with the final response or you have not received a final response within two weeks after the complaint has been submitted, you may be eligible to refer your complaint to the Office for Complaints concerning insurance intermediaries in your country. Contact details and complaints data (when applicable) are:
Netherlands
Klachteninstituut Financiële Dienstverlening (Kifid)
Postbus 93257
2509 The Hague
T (+31) 70 3338999
E consumenten@kifid.nl
I kifid.nl
Portugal
Autoridade de Supervisão de Seguros e Fundos de Pensões (ASF)
Avenida da República, 76
1600-205 Lisbon
T (+351) 217 983983
E consumidor@asf.com.pt
I www.asf.com.pt
Or as an alternative:
Centro de Informação, Mediação, Provedoria e Arbitragem de Seguros (CIMPAS)
Av. Fontes Pereira de Melo, nº11, 9 Esq
1050-115 Lisbon
T (+351) 213 827700
E geral@cimpas.pt
I www.cimpas.pt
Spain
Dirección General del Seguro y Fondos de Pensiones (DGSFP)
Paseo de la Castellana, 44
28046 Madrid
T (+34) 952 24 99 82
I dgsfp.mineco.gob.es