Our existing customers

Your views are important to us and if we do not deliver to the high standard of service you should expect from Hiscox, or if we make a mistake, we want to know. We will investigate your complaint and try to resolve the problem as quickly as possible.

How we handle complaints

Step 1

Please contact us at your earliest convenience with the following information:

• Your policy number and/or claim reference number (if you have one)
• Your full name, address and telephone number
• Details of any previous correspondence you’ve had with us
• Details of your problem or complaint
• We will try to give you an answer there and then, but if this is not possible we will take full details from you and arrange for the problem to be investigated.

You can contact us in one of the following ways:

In writing:

Hiscox Customer Relations
The Hiscox Building
Peasholme Green
York
YO1 7PR

By phone: 0800 116 4627 or 01904 681 198
By email: [email protected]

Step 2

We will try to resolve your complaint straight away. However, if it requires a more in-depth investigation, then we will aim to give you our final response within eight 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.

Step 3

We hope that you'll never have to do this, but if you're not happy with the way we’ve handled your complaint, the outcome of it, or if eight weeks have passed and we have not sent you our final response, you may have the right to refer your case to the Financial Ombudsman Service.

You can contact them in one of the following ways:

In writing:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

By phone: 0800 023 4567
By email: [email protected]
Website: http://www.financial-ombudsman.org.uk (external link)

Please remember that you will need to refer your complaint to the Financial Ombudsman Service within six months of receiving our final response.

We also publish our complaints data which includes information on how many complaints we've received and responded to over a 6 month period. Find out more

We take the feedback and complaints we receive from our customers and policyholders very seriously. It acts as a valuable source of information and enables us to constantly review the way we do things and make improvements wherever we can.

We strive to ensure that all complaints are handled as quickly as is reasonably possible and that every customer is kept informed of the progress. It is not always possible, or indeed, suitable to resolve a complaint immediately as we always endeavour to provide a thorough and fair investigation into what has occurred. Each complaint is handled by a dedicated complaint handler, often in consultation with senior managers.

Firm name – Hiscox Insurance Company Limited
Group – None
Other firms included with the report – Hiscox MGA, Hiscox ASM, Hiscox Underwriting Limited, Hiscox SA
Period covered in the report – 1st July 2022 - 31st December 2022
Brand/trading names covered – Hiscox Insurance Company Limited / Hiscox

Number of complaints table

	Number of complaints opened by volume of business
Product / service grouping	Provision (at reporting period end date)	Intermediation (within the reporting period)	No. of complaints opened	No. of complaints closed	Closed within 3 days (%)	Closed after 3 days but within 8 weeks (%)	Percentage upheld	Main cause of complaints opened
Banking and credit cards	N/A	N/A	N/A	N/A	N/A	N/A	N/A	N/A
Home finance	N/A	N/A	N/A	N/A	N/A	N/A	N/A	N/A
Insurance and pure protection	1.49 per 1,000 policies in force	N/A	764	781	8%	67%	54%	B - Claims related
Decumulation, life and pensions	N/A	N/A	N/A	N/A	N/A	N/A	N/A	N/A
Investments	N/A	N/A	N/A	N/A	N/A	N/A	N/A	N/A
Credit related	N/A	N/A	N/A	N/A	N/A	N/A	N/A	N/A

What the data means

Provision (at reporting period end date) – This is the number of complaints received, within the six month period, per 1000 policies in force.

Complaints opened –  This is the number of complaints received in the six month period from 1st January 2022 to the 30th June 2022.

Complaints closed – This is the number of complaints that have been closed within the same period, but may have been received prior to 1st January 2022. Hence, it can be higher than the amount opened within this period.

Percentage closed within 3 days – This is the percentage of complaints that have been resolved within 3 days of receipt.

Percentage closed after 3 days but within 8 weeks – This is the percentage of complaints that have been resolved after 3 days but within 8 weeks. The 8 week period is the time that our regulator allows for us to initially investigate and provide our final response to a complaint.

Percentage upheld – This is the percentage of complaints that we uphold in favour of the complainant. Whilst we obviously hope that the products and services we offer are of an excellent standard and meet the needs of our customers, we recognise that we can always improve. Rather than make excuses, we are happy to accept where we have fallen short.

Main cause of complaints opened – This is the main cause of complaints received within the six month period. The listed cause is taken from the FCA definitions in regards to complaint categorisation.

If you have any questions relating to the statistics detailed above, or regarding how we handle complaints, please contact the Customer Relations Team. We strongly encourage our customers to provide us with feedback, both positive and negative, as it is so important in enabling us to improve. The team can be contacted in the following ways:

Telephone

T 0800 116 4627 or 01904 681198
E [email protected]