Complaints

XL Insurance Company SE (XLICSE)

There may be times when you feel you don’t get the service you expect from us. Here’s our complaints process to help you.

For a complaint about your policy or claim, please contact Head Office or alternatively your local XL Insurance Company SE, XLICSE branch.

If we cannot sort out your complaint you can contact us the following way:

Send us an email:

XLICSEComplaints@axaxl.com

By post:

XL Insurance Company SE,
Compliance Team
Wolfe Tone House,
Wolfe Tone Street,
Dublin 1,
D01 HP90, Ireland

Please quote a reference when contacting us i.e. policy number, claim number or complaint reference number.

Financial Services and Pensions Ombudsman (FSPO):

If you are unhappy with the way we have dealt with your complaint, you may be able to refer your complaint to the Financial Services and Pensions Ombudsman (FSPO):

Financial Services and Pensions Ombudsman
Lincoln House
Lincoln Place
Dublin 2
D02 VH29

Phone: +353 1 5677000
Email: info@fspo.ie
Website: www.fspo.ie

Please be aware that the Financial Services and Pensions Ombudsman will only be able to consider your complaint after XL Insurance Company SE (XLICSE) have had the opportunity to consider and resolve this.

Our promise to you

We’ll acknowledge your complaint within five working days.
We’ll investigate your complaint.
We’ll keep you informed of progress with regular updates within regulatory timeframes.
We’ll do everything possible to sort out your complaint.
We’ll use feedback from you to improve our service.

Local XLICSE Branches:

Asia (Hong Kong, India, Singapore, Labuan)

Email:
AsiaComplaints@axaxl.com

Post:

XL Insurance Company SE, Singapore Branch

138 Market Street,
10-01 CapitaGreen,
Singapore 048946

Australia

Email:
idraustralia@axaxl.com

Post:
XL Insurance Company SE, Australian Branch

Level 28,
123 Pitt Street,
Sydney,
NSW 2000,
Australia

External Dispute Resolution

You may refer a Complaint to AFCA at any time and/or if we have not managed to resolve your Complaint to your satisfaction within 30 calendar days from when we first received it. Your Complaint must be referred to AFCA within 2 years of our final decision.

AFCA is an independent body that operates nationally in Australia and aims to resolve disputes between insurers and insureds by providing fair and independent financial services complaint resolution, subject to its Rules.

AFCA can be contacted as follows:
Post: Australian Financial Complaints Authority GPO Box 3, Melbourne VIC 2001
Phone: 1800 931 678
Email: info@afca.org.au

Further information about AFCA as well as their Rules can be found on their website www.afca.org.au

Austria

Email:
axaxlaustriacomplaints@axaxl.com

Post:
XL Insurance Company SE, Austrian Branch

Tuchlauben 3,
1010 Vienna,
Austria

Benelux

Email:
Complaints-Benelux@axaxl.com

Post:
XL Insurance Company SE, Belgium Branch

Grotesteenweg 214-216,
2600 Berchem,
Belgium

Email:
Complaints-Benelux@axaxl.com

Post:
XL Insurance Company SE, Netherlands Branch

De Cuserstraat 91,
P.O. 75237,
NL-1070 AE Amsterdam,
Netherlands