Complaints

We always aim to provide a high standard of service to all our customers. However, there may be times when something leaves you disappointed or dissatisfied. Please tell us if you are unhappy or have a complaint about any aspect of our service. All feedback we receive from our customers helps us to consider changes so that we can ensure that we continue to meet your expectations both now and in the future.

 

How to Complain

If you wish to complain, please get in touch with us as soon as possible. You can contact us by phone, in person, in writing or by e-mail as follows:

Great American International Insurance DAC

Station House

Dublin Road

Malahide

County Dublin

Ireland

 

Phone: +353 1 8454850

E-mail: gaiilcomplaints@gaig.com

 

How we will handle your complaint

We are committed to resolving any complaints fairly and promptly. Striving to minimise your inconvenience, we’ll listen to your concerns and try to agree a solution with you. The member of our team whom you first contact will discuss your complaint with you and strive to identify what we can do to put it right. The more information you can provide, the quicker we can try to fix the problem.

Sometimes, we will not be able to resolve a complaint right away. If so, we will acknowledge your complaint in writing within five working days. On these occasions, we aim to resolve matters within fourteen days.

If your complaint is particularly complicated, it may take longer to remedy. In this case, you will receive a letter from us giving you reasons for the delay and an indication of when we expect to resolve your complaint.

If together, we cannot reach an agreement by the end of eight weeks:

  • we will send you a letter giving you our reasons for the delay and an indication of when we expect to provide a resolution; or
  • we will issue our final response letter, which will explain our final position.

How to refer a complaint to the Financial Services Ombudsman

If we have given you our final response to your complaint and you are still dissatisfied, you may be entitled to refer your complaint to the Financial Services Ombudsman.

The Financial Services Ombudsman is a statutory officer who deals independently with unresolved complaints from consumers about their individual dealings with all financial service providers.

You may access more information in respect of the Financial Services Ombudsman at the following web site www.financialombudsman.ie.