Complaint Procedure
There may be times when you feel you don’t get the service you expect from us.
Here’s our complaints process to help you.
· For a complaint about your policy or claim, call 0818 010101 and select the relevant product from the IVR message.
· For a complaint about Car and Key Rescue contact AXA Assistance Ireland ltd. on 0906 486300
If we can’t sort out your complaint, you can contact us about our various products as per the details below:
SuperValu Insurance is committed to working hard for you the customer, being honest and achieving excellent customer service. We have partnered with our chosen insurance suppliers as they share our commitment to service excellence. However, from time to time, things can and do go wrong. At times situations may arise which fall short of the service we are committed to and which you have come to expect from us. When this happens, and you have cause for complaint or are not happy with the insurance service we provided you, we would ask that you bring it to our attention. It is through this feedback that we can improve our service for you into the future. Please refer to your policy booklet for full details on how to complain. Any complaint that you are unable to resolve to your satisfaction with our Customer Services staff should be sent to the following addresses:
You can inform us of a complaint in any of the following ways:
Home, Car and Van Insurance
By post:
SuperValu Insurance,
AXA, Wolfe Tone House
Dublin 1
By Email:
supervaluhome@axa.ie
supervalumotor@axa.ie
supervaluvan@axa.ie
Travel Insurance
By Post:
SuperValu Insurance
Travel Customer Service Manager
Chubb European Group SE
5 George’s Dock
International Financial Services Centre
Dublin 1
D01 X8N7
By Email
supervalu.travelinsurance@chubb.com
Life Insurance:
By Post:
Irish Life,
Abbey Street,
Dublin 2
Telephone: + 353 (0)1 5625460 Mon-Fri 09:00-17:30
By Email
supervalu.insurance@musgrave.ie
Pet Insurance
By Post:
Suite 11, 5th Floor
No 2, Semple Exchange
Blanchardstown Corporate Park
Dublin 15
D15 E4FN
Telephone:+ 353 (01) 681 9136
By Email:
customercomplaints@covermore.com
Each complaint will be handled in accordance with our Complaints Handling Procedure.
Our promise to you:
- If you have not been contacted to resolve your complaint to your satisfaction within 5 days of receiving it, you will be issued an acknowledgement letter to confirm the investigation of your complaint has begun.
- We’ll keep you informed of progress every 20 working days from the date it was received.
- We’ll do everything possible to resolve your complaint.
- We’ll use feedback from you to improve our service.
When the investigation into your complaint has finished, you will receive a final response letter. If you do not get a final response letter within 40 working days of making your complaint, you may refer your complaint to the Financial Services and Pensions Ombudsman (FSPO). You may also use your final response letter to refer your complaint to the FSPO if you are not satisfied with the outcome of the investigation.
Financial Services and Pensions Ombudsman,
Lincoln House, Lincoln Place,
Dublin D02 VH29.
Tel: +353 1 567 7000.
Email: info@fspo.ie
Web: www.fspo.ie
