Complaints

Accelerant Insurance Limited’s insurance business is generally administered by carefully selected Managing General Agents and Third-Party Administrators with authority to underwrite and handle claims on its behalf. Where this is the case, your complaint should initially be referred to the relevant Managing General Agent or Third-Party Administrator for consideration. You will find details of the complaint notification process in your policy documentation.

You can also make a complaint to Accelerant Insurance Limited. You can contact us:

In writing:

Compliance Officer
Accelerant Insurance Limited
SOHO, The Strand,
Office 2, Fawwara Building,
Triq L-Imsida,
Gzira GZR 1401,
Malta

By phone: +44 (0)800 048 9809

By email:   complaints@accelins.com

Where a Managing General Agent or Third-Party Administrator is involved in the administration of your policy, we will refer your complaint to the Managing General Agent or Third-Party Administrator who will provide you with a final written response within fifteen working days.  If this will not be possible, you will be informed of the reasons why and how long the investigation is likely to take.

If you remain dissatisfied with the way in which your complaint has been handled, or you have not received a final response within fifteen working days, you may be eligible to refer your complaint to the Office of the Arbiter for Financial Services. You can contact them:

In writing:

Office of the Arbiter for Financial Services
First Floor
St Calcedonius Square
Floriana FRN1530
Malta

By phone: (+356) 2124 9245

By email: complaint.info@financialarbiter.org.mt

You can also visit their website at www. financialarbiter.org.mt for further information.

For complaints involving business we write in the United Kingdom, if you remain dissatisfied with the way in which your complaint has been handled, or you have not received a final decision within eight weeks, you may be eligible to refer your complaint to the Financial Ombudsman Service. You can contact them:

In writing:

The Financial Ombudsman Service
Exchange Tower
Harbour Exchange
London
E14 9SR

By phone: +44 (0)800 023 4567

By email: complaint.info@financial-ombudsman.org.uk

You can also visit their website at www.financial-ombudsman.org.uk for further information.