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GBG Insurance Complaints Procedures

Complaints Procedures

 

If you have purchased an insurance policy underwritten and issued by GBG Insurance Limited, then the following Complaints Procedure should be followed:

By purchasing this policy, you have entered into a contract with GBG Insurance Limited. Under applicable regulation, there is an undertaking to make you aware of your procedure for making a complaint should you find the service unsatisfactory in any way.

At times, you may have a concern you would like to tell us about or disagree with a decision made regarding your coverage. You can make a compliant or file an appeal to get help for your situation. The following procedures must be followed for a complaint to be reviewed.

 

Who to Contact?

The most important factors in getting your complaint dealt with as quickly and efficiently as possible are:

  • Be sure you are talking to the right person; and

  • That you are providing the necessary information.

When You Contact Us

Please provide the following information:

  • Your name, telephone number, and email address;

  • Your policy and/or claim number and the plan of benefits (medical, travel, disability) you are insured for; and

  • Please explain clearly and concisely the reason for your complaint.

 

Step One: Making a Complaint

If your complaint relates to:

1. The sale of the policy you purchased or any information you were given during the sales process:

  • If you purchased the policy using a broker or other intermediary, please contact them first.

  • If you purchased the policy directly from us either from a local representative, using the website, or through a group plan of benefits, please contact us directly at

    Toll Free

    +1.866.914.5333
    (within the U.S. and Canada)

    Phone

    +1.786.814.4125
    (outside the U.S. and Canada)

  • You may also submit your complaint via our Complaint Form, which may be accessed by visiting our website and navigating to the Forms page: https://providers.gbg.com/Tiecare/ClaimForms.aspx

2. A claim for benefits, the terms and conditions of the policy, or other benefit related information:

  • Complaints related to a claim denial should be submitted as soon as possible. We will review the information and provide a response within four weeks or will request additional time, if needed.

  • Claims and benefits related complaints should be referred to our Complaints Department:

    Toll Free

    +1. 877.916.7920
    (within the U.S. and Canada)

    Phone

    +1. 949.916.7941
    (outside the U.S. and Canada)

  • You may also submit your complaint via our Appeal Form, which may be accessed by visiting our website and navigating to the Forms page: https://providers.gbg.com/Tiecare/ClaimForms.aspx

GBG Insurance Limited is licensed and regulated by the Guernsey Financial Services Commission under the Insurance Business (Bailiwick of Guernsey) Law, 2002.

We always aim to resolve your complaint and provide a final response within four weeks, but if it looks like it will take us longer than this, we will let you know the reasons for the delay and regularly keep you up to date with our progress.


Step Two: Beyond Your Insurer

If we can’t respond fully to your complaint within three months after you contact us, or you are unhappy with our final response, you can refer your complaint to the Channel Islands Ombudsman (CIFO).

You must contact CIFO about your complaint within six months of the date of our final response to your complaint or CIFO may not be able to review your complaint. You must also contact CIFO within six years of the event complained about or (if later) two years of when you could reasonably have been expected to become aware that you had a reason to complain.



You can contact CIFO at:

Address

Channel Islands Financial
Ombudsman
PO Box 114
Jersey, Channel Islands
JE4 9QG

Guernsey local phone

+44 (0)1481 722218


International phone

+44 1534 748610


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GBG Assist
24/7 Customer Service
USA/Canada Toll-free: +1.866.914.5333
Worldwide Collect: +1.786.814.4125
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