Making a Complaint
We aim to go above and beyond as part of our day-to-day effort to deliver exceptional service to you. We acknowledge however that occasionally even our best efforts may fall short of what you expect. Should you wish to raise a concern we assure you that we will manage any complaints we receive promptly, fairly and thoroughly.
Our staff are empowered to find solutions, however, if they cannot achieve a resolution, they will escalate your complaint to someone who can. We will thoroughly investigate your complaint objectively and impartially by considering all the relevant information. We aim to keep you informed throughout the process and we will notify you of our findings and any actions we may have taken regarding your complaint. Our focus is always on providing excellent customer service and finding solutions.
If you would like to raise a concern at any point during the insurance process you can do so by:
Step 1. Come in and see us or call any of our staff:
Barbados Branch: (246) 622-1742
Antigua Branch: (268) 562-9260
Step 2. Contact your Account Executive in writing, you can do this in a letter or email – we will respond as soon as possible, but always within 5 working days of receipt.
Step 3. If your concern has not been resolved to your satisfaction please contact in writing our Chief Operating Officer: Rachel Gale, or our President Michael Tomlin, either can also be reached on (246) 622-1742
Step 4. We want to find a solution or the appropriate redress, in the event that our final report/conclusion still does not resolve your concern you can contact the regulator in the relevant territory for an independent review.