StarStone Insurance SE

StarStone makes every effort to deliver the highest quality products and to provide the best possible service.  We understand that despite our commitment, on occasion, mistakes are made – we may fail to meet our own standards and the expectations of the customers using our services or otherwise coming into contact with StarStone.

How we handle complaints:

  1. In the first instance you can share your concerns about any aspect of your insurance, service or handling of a claim with your insurance broker, intermediary or retail agent who will do their best to bring about an quick resolution.
  2. If you wish to make a complaint directly to StarStone, you may do so in writing or orally at any time by using the contact details below.
  3. Where possible, complaints will be handled in line with local regulations. Where no local regulations exist, complaints will be handled in line with UK principles and standards detailed below.
  4. To help us, your insurance broker, intermediary or retail agent to quickly and fully investigate your complaints, please provide us with the following information:
  • Policy number and/or claim reference number (if applicable)
  • Type of Insurance Product
  • Date of loss (if applicable)
  • Details of your concern/complaint
  • Details of who you purchased your insurance from/through
  • Details of any previous correspondence or feedback on how you would like your complaint resolved

StarStone Response to UK complainants and where no local complaint regulations exist:

Acknowledgment:

  • We will endeavour to respond to your complaint promptly and, where possible, aim to resolve complaints by the close of the third business day following receipt of a complaint.
  • Where a complainant has confirmed their acceptance of a proposed resolution within three business days, we will provide the complainant with a summary resolution communication (SRC) in writing within five business days of receipt of that complaint.
  • However if we cannot resolve your complaint immediately then we aim to acknowledge all complaints in writing, no later than five business days after receipt. That acknowledgement will include the name of the person who will be reviewing your complaint.

Response:

  • We will aim to resolve the complaint and provide you our final response within four weeks. If for whatever reason this is not possible, we will contact you to explain the reasons why and let you know how long our investigations are likely to take.
  • For UK complainants and where no local complaint regulations exist, if eight weeks have passed since making your complaint; you remain dissatisfied with our response; we have not completed our investigation; or we have not sent you our final response, you may be entitled to refer your complaint to the UK Financial Ombudsman Service (FOS).
  • The service FOS provides is a free and impartial dispute resolution facility for ‘eligible complainants’ who are consumers, micro-enterprises (small businesses), small charities and trustees. Contacting them at any stage does not affect your legal rights to take action.

An eligible complainant will need to register their complaint with the FOS within six months of receiving our final response, if the outcome was not to their satisfaction.

If you are unsure whether FOS will consider your complaint, please contact them directly for advice.

You can contact them in one of the following ways:

Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9SR

Telephone: 0800 023 4567 or 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk/consumer/complaints.htm

Should it prove necessary for the FOS to make judgement on a complaint, whilst we are bound by the judgement of the Financial Ombudsman Service, up to a specified maximum amount, you are not.

International Complaints with local regulations:

Where possible complaints will be handled in line with local regulations.  Where no local regulations exist, complaints will be handled in line with UK principles and standards.

Acknowledgment:

We will endeavour to respond to your complaint as quickly as possible.  However, if we cannot resolve your complaint immediately then we aim to acknowledge all complaints in writing, no later than five working days after receipt.  That acknowledgement will include the name of the person who will be reviewing your complaint.

Response:

StarStone aims  to resolve the complaint and provide you our response in line with local regulations or within eight weeks, whichever is sooner.   If this is not possible, we will contact you to let you know how long we expect our investigations to take.

If you are not satisfied with the decision made by StarStone you may be entitled to refer your complaint to a local Financial Ombudsman Service (“FOS”), depending upon which StarStone entity your complaint relates to.

These Ombudsman services usually provide a free and impartial dispute resolution facility for ‘eligible complainants’ (the definition of an ‘eligible complainant’ differs all over the world. If you are unsure whether your local Ombudsman Service will consider your complaint, please contact them directly for advice). Contacting them at any stage does not usually affect your legal rights to take action. 

Would I receive compensation if StarStone Insurance SE were unable to meet its liabilities?

StarStone is a member of the Financial Services Compensation Scheme (FSCS). Policyholders may be entitled to compensation from this scheme if we cannot meet our obligations, depending on the type of insurance and the circumstances of your claim.

Further information about the scheme is available from the FSCS website www.fscs.org.uk.  Alternatively you can write to:

Financial Services Compensation Scheme, 10th Floor, Beaufort House, 15 St Botolph Street, London EC3A 7QU.

If your policy is, or you think it is, underwritten at Lloyd’s, please read the Complaints Procedures provided for StarStone Underwriting Limited which should assist you in the complaints process.

If you appoint someone to act on your behalf

If you ask someone else to act on your behalf, you should provide us with written authority to allow us to deal with them directly.

If you employ a professional to represent you, you will need to meet their costs yourself.

The European Commission Online Dispute Resolution Platform (ODR)

If you have bought insurance online, you can also register your complaint with the European Commission’s Online Dispute Resolution (ODR) platform which has been set up by the European Commission to put you in touch with the appropriate dispute resolution body. Their website is:  http://ec.europa.eu/odr.

This platform will direct insurance complaints to the UK Financial Ombudsman Service.  However, you may contact the Financial Ombudsman Service directly if you prefer, as shown above.

Telephone call charges and recording

Calls to 0800 numbers from UK landlines and mobiles are free. The cost of calls to 03 and 02 prefixed numbers are charged at national call rates (charges may vary dependent on your network provider) and are usually included in inclusive minutes plans from UK landlines and mobiles. For our joint protection calls may be recorded and/or monitored.

Our regulatory status

We are authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. We are registered as  StarStone Insurance PLC and our firm’s reference number is 476540. You may check this information and obtain further information about how the Financial Conduct Authority protects you by visiting their website www.fca.org.uk or by contacting them on 0800 111 6768.

Contact Details

The Complaints Manager
StarStone Insurance SE
7th Floor, One Creechurch Place,
London, EC3A 5AY
United Kingdom
T: +44 (0)20 3206 8000
Email: feedback@starstone.com