Letting us know about a complaint or problem

At Switched On Insurance we’re committed to providing the very best service at all times. However, we recognise that sometimes things can go wrong. If you’re unhappy with the service you’ve received, or the outcome of a claim, it’s important for us to know this so we can investigate the matter fully. And if something’s not gone right, we can then implement the appropriate changes to make things better.

Our commitment to you

When we receive a complaint, we promise to deal with it promptly, effectively and in a positive manner. We will keep you informed on the progress of our investigation and adhere to the timelines set out by The Central Bank of Ireland (CBI).

How to let us know about a complaint or problem

You can either write to us - Switched On Insurance Coöperatief U.A. Schimmelt 2-16, 302, 5611 ZX Eindhoven
Or email complaints@SwitchedOnInsurance.ie
Or you can speak to our Team by calling 00353 818 021 024.

Our complaints procedure

The following outlines how we deal with complaints and what you can expect from us.

  • We will acknowledge your complaint within five business days of receiving your complaint.
  • We will investigate your complaint and endeavour to issue a final response within forty business days following receipt of your complaint. If we are unable to provide you with a final response within this timeframe, we will contact you to explain why and let you know when you can expect a resolution.
  • If you are not satisfied with our final response, or if 40 business days have passed since you first raised your complaint, you have the right to refer your complaint to the Financial Services and Pensions Ombudsman.
  • The purpose of the Financial Services and Pensions Ombudsman is to help resolve complaints if you’re unhappy with the response received from your provider. The service is impartial and there’s no charge. You can find out more by visiting their website Financial Services and Pensions Ombudsman (FSPO) | Ireland
  • Please be aware the Financial Services and Pensions Ombudsman will only be able to review your complaint after Switched On Insurance have reviewed it and had the opportunity to resolve it.