How to Make a Complaint

We are always grateful for feedback and are dedicated to ensuring our customers are satisfied with the service they receive, however if you wish to make a complaint about our service, please let us know as we would like the opportunity to make things right. You can contact us in the following ways:

  • Post: Customer Service Manager, An Post Insurance, PO Box 1, Freepost, Athlone, Co. Westmeath
  • Email: [email protected] 
  • Phone: LoCall 0818 33 33 33

Please provide us with the following information in order for us to investigate your complaint:

  • Your name, address, and date of birth or that of the applicable Policyholder where relevant (for data protection purposes);
  • A policy or reference number (if applicable);
  • An outline of your complaint;
  • Your contact details (phone number, email address, or home address).

Our Complaint Handling Procedure:

  1. Acknowledgement:
    On receipt of your complaint this will be logged by us, and an acknowledgement letter will be issued to you via post/email within 5 working days. This acknowledgement will include details of your point of contact in An Post Insurance who will be the dedicated person nominated to deal with your complaint. Our acknowledgement will also advise that you can refer your complaint to the Financial Services and Pensions Ombudsman (FSPO) if you are unhappy with the outcome of our investigation. Contact details of the Financial Services and Pensions Ombudsman (FSPO) will also be provided within this acknowledgement.

  2. Investigation
    We will conduct a full investigation into your complaint. Where we resolve your complaint to your satisfaction within 5 working days of receipt of your complaint, we may, with your agreement, consider the matter closed.

    Where the matter cannot be resolved within 5 working days you will be provided with regular written updates on the progress of the investigation of the complaint in intervals of not greater than 20 working days.

  3. Resolution
    We will always endeavour to have your complaint fully investigated and resolved within 40 working days of receiving the complaint. Within 5 working days of the conclusion of our investigation into your complaint, we will issue you a Final Response letter or email detailing:

(a) The decision at the conclusion of the investigation, including the reasons for that decision,

(b) Where applicable, the terms of any offer or settlement being made,

(c) Your right to refer the matter to the Financial Services and Pensions Ombudsman (FSPO), and

(d) The contact details of the Financial Services and Pensions Ombudsman (FSPO).

If the complaint has not been resolved within 40 working days of receipt, we will write to you advising of the anticipated timeframe for resolution of the complaint and of your right to refer their complaint to the office of the Financial Services and Pensions Ombudsman.

After exhausting our complaint process, if you remain dissatisfied, you have the right to refer your complaint to the Financial Services and Pensions Ombudsman at [email protected] or +353 1567 7000. You can also write to the Financial Services and Pensions Ombudsman at Lincoln House, Lincoln Place, Dublin 2, D02 VH29.

Please note that An Post Insurance may record telephone calls to and from us to process applications, and for training, verification, quality, and financial service transaction monitoring purposes.