Ivernia Insurance | Complaints Procedure
Ivernia Insurance is one of Ireland’s leading underwriting agencies offering a wide range of services to assist our clients with their insurance solutions.
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Complaints Procedure

Ivernia Complaints Procedure

Ivernia are committed to always providing customers with a high standard of service. However, things can go wrong and there may be times when the service has not been what you expected. If this happens Ivernia will act
promptly and fairly to address your complaint and to put things right.


How to make a complaint


If you’d like to talk to us about your complaint, call us on (01) 513 2680.

  • A senior staff member in the relevant area will handle your call first.
  • If you’re not happy with the outcome, we can escalate it to our Complaints Dept. for review.
  • Complaints do not need to be put in writing but if you would prefer, you can write to us at the above address or email complaints@ivernia.ie

On receipt of your complaint, we will acknowledge it within five business days.

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Response timeframes


We follow the Consumer Protection Code, which means:

  • We’ll acknowledge your complaint in writing within 5 business days.
  • We’ll give you the name of the person handling your complaint.
  • We’ll update you in writing at least every 20 business days.
  • We’ll aim to resolve your complaint within 40 business days.
  • Once we’ve completed our investigation, we’ll write to you within 5 business days to explain the outcome. If we’re making an offer or settlement, we’ll explain the terms.
  • If you make a verbal complaint, we’ll offer to treat it as a written complaint.
  • We’ll let you know how to refer the matter to the Financial Services and Pensions Ombudsman (FSPO) if you’re not happy with our response.

The Financial Services and Pensions Ombudsman (FSPO)


If you’re still not satisfied with your complaint outcome, you can contact the Financial Services and Pensions Ombudsman. Their address is:

  • Lincoln House, Lincoln Place, Dublin 2, D02 VH29
  • Phone: (01) 567 7000
  • Email: info@fspo.ie
  • Website: www.fspo.ie

Your right to take legal action remains unaffected by any of the procedures outlined above.


Claims Appeal Process


During the claims process you have the right to appeal decisions made by Ivernia Insurance Ltd, should you wish to do so, please contact your claims handler to discuss the matter further.