COMPLAINTS

Group Complaints Handling Policy/Procedure 

 

Allshores Limited (“Allshores”) is the parent company of the Allshores group of companies (the “Allshores Group”). The Allshores Group operates directly and through its subsidiaries and/or agents throughout North America and Europe. 

The Allshores Group seeks to maintain and enhance our reputation of providing high quality products and service. We value Complaints as they assist us to improve our products and Customer service. We remain committed to being responsive to the needs and concerns of our Customers or potential Customers and to resolving their Complaint as quickly, effectively, and fairly as possible. 

This Group Complaints Handling Policy/Procedure (“Policy”) has been designed to provide guidance on the manner in which the Allshores Group receives and manages any Complaint which it receives. We are committed to being consistent, fair and impartial when handling Complaints.  

Purpose and scope of policy

This Policy provides guidelines which are aimed at ensuring that the following objectives are met: 

• There is a clear and fair procedure for any Customer who wishes to make a Complaint about Allshores, any company within its Group, our activities, our insurance solutions, our Customer service or about our employees and/or contractors;
• Making a Complaint is a simple process, following a well-documented, easily understood procedure;
• All individuals working with or on behalf of our company know how to handle customer complaints appropriately;
• All Complaints are handled in a timely manner, equally and fairly; and
• We learn from Complaints to improve our service and avoid situations being repeated in the future.

Our Complaints Handling Procedure

 

1. Complaints are generally logged within two business days of receipt.
2. A written acknowledgement will generally be sent to the complainant within three business days of receipt.
3. Complaints will be investigated with the goal of resolution within 15 business days. If additional time is required, we will communicate this to you.

Please note that certain exceptions may apply to these timeframes.

Customer Complaints

How to make a complaint?

If you wish to make a complaint about any aspect of our service, please use the form included below. This form can be used to submit complaints for any company within our Group. We will ensure your complaint is handled promptly, fairly, and in accordance with our internal complaints policy.

Please complete the form below so we can fully understand your concerns and work towards a resolution. 

If you are unable to complete the form, we will accept complaints through other methods, although these may not be as effective for ensuring a timely resolution. Alternative methods include:

• By telephoning us, using the applicable customer service number for your policy or product;
• By emailing the broker or General Manager who assisted you;
• By emailing us via the applicable Complaints mailbox complaints@allshores.com ; or
• In person by speaking to any of our Customer service team members.

What information is needed to investigate a Complaint?

When investigating a Complaint, we rely on all information provided by you and together with any information that the Allshores Group may already be holding. To help investigate the Complaint quickly and efficiently, the Complaint should include the following information:

• Your full name, address, telephone number and email address. All formal communication related to your Complaint will be via email or the preferred contact method.
• If you are submitting a Complaint on behalf of someone else, we will require sufficient documentation to confirm your legal authority to act for that individual. This may include proof of identity and evidence such as a valid Power of Attorney or other authorization. Additional information may be requested to ensure compliance with legal requirements. 
• If you are making a Complaint about a particular transaction, include the Customer Reference Number (Policy Number/Quote Number/Other Reference).
• If you are making a Complaint about an Employee or contractor, include the name and, where appropriate, position of that Employee or contractor.
• Full details of your Complaint, including details of all applicable times, dates, events, and people involved.
• Any supporting documents or other evidence you feel is applicable or relevant in support of your Complaint.
• Details of what you would like us to do to resolve your Complaint.

Confidentiality

When a Complaint is received regarding an Employee or Third- Party, we will endeavor to treat this confidentially, impartially, giving equal consideration to all parties. However, to investigate the matter, we may need to make enquiries and share relevant information with those involved, subject to legal and regulatory disclosure requirements.

Complaints under investigation by a regulator or law enforcement agency

If a Complaint is being investigated by a law enforcement agency consumer protector regulator, government or government funded entity, we may cease to take further action in relation to a Complaint pending finalization of their investigation. 

Our Complaint escalation process

Allshores Group is committed to handling Complaints fairly, promptly, and transparently. We have a structured escalation process to ensure complaints are reviewed at the appropriate level, depending on their nature and complexity. If you are not satisfied with the initial response, your complaint can be escalated internally and, if necessary, to external regulatory or ombudsman channels.

For your information, we have listed the relevant regulators below. We encourage you to complete our internal complaints process first, as in many cases regulators require that you attempt resolution with us before they will review your complaint.

Bermuda

• Insurance or Investment Matters: Bermuda Monetary Authority (BMA)
• Pension Matters: Pension Commission

Cayman Islands

• Insurance Matters: Ombudsman
• Pension Matters: Department of Labour and Pensions

Malta

• Office of the Arbiter for Financial Services

Gibraltar

• Gibraltar Financial Services Commission (GFSC)

Definitions

Associated Person

Means any individual or corporate entity associated with the Allshores Group who performs functions for and on behalf of, the Allshores Group, including, but not limited to, directors, casual workers, interns, contractors, consultants, agents, suppliers, and Third-Party representatives.

Complainant

Means the person lodging the Complaint of dissatisfaction, being a prospective or existing policyholder, Customer of the Allshores Group. Complainant also includes anyone authorized to complain on behalf of a Customer such as a family member or lawyer. Complainant also includes a person who is presumed to be eligible to have a Complaint considered by an insurance undertaking and has already lodged a complaint e.g. a policyholder, insured person, beneficiary and in some jurisdictions, injured third party.  Whilst we do respond to Complaints from Third Parties (not customers/ policyholders), they do not fall under this Policy.

Complaint

Means an expression of dissatisfaction by a Customer relating to service provided by the Allshores Group, an Employee, Associated Person or Third Party, where a response or resolution is explicitly or implicitly expected. A response or resolution is ‘explicitly expected’ if the Complainant clearly requests it. It is ‘implicitly expected’ that the Complainant raise the Complaint in a way that implies they reasonably expect the Allshores Group to respond. A Complaint can be made in writing or orally. Complaints handling should be differentiated from claims handling as well as from simple requests for execution of the contract, information or clarification. 

Customer

Means any individual or entity with a legitimate interest in our products or services, including policyholders, insured persons, beneficiaries, potential clients, authorized representatives, intermediaries appointed by our Group, and any third party who may have a valid claim or complaint.

Employees

Means staff, management, officers, agents, consultants, and temporary employees of the Allshores Group, without exception.

Third Parties/ Party

Shall mean any individual or entity (vendor, service provider agent, etc.) who does not have a direct connection with a legal transaction, but who might be affected.