Qover and International SOS aim to provide a high-class service at all times. However, if the service is found to be unsatisfactory, please follow the below process to resolve the problem.
1. Contact Qover
Please make a complaint by completing the online form: https://yonder.qover.com/complaints
If you’re unable to use the form, you can also contact Qover by:
Email: [email protected]
Phone: + 31 20 532 9301
Post: Mediation service of QOVER SA/NV Rue du commerce 31, 1000 Brussels, Belgium
Qover will:
Confirm receipt of your complaint within 3 working days, and
Provide a final written response within 8 weeks after first receiving your complaint.
Qover may record communications (including phone calls) for training, quality assurance, or fraud prevention purposes.
2. Escalate to Lloyd’s
If you’re not satisfied with Qover’s response, you can escalate the situation to the Complaints Department at Lloyd’s who may in certain circumstances be able to review your complaint.
Email: [email protected]
Phone: +32 (0) 227 39 40
Post: Service Manager Complaints team Lloyd’s Insurance Company S.A. Bastion Tower Marsveldplein 5 1050 Brussels Belgium
3. Financial Ombudsman Service
In the event your complaint still isn’t resolved, it may be possible to refer it to the Klachteninstituut financiële dienstverlening (Kifid), an independent body that settles disputes between consumers and financial services companies.
Email: [email protected]
Phone: +31 70 333 8999
Address: Postbus 93257 2509 AG Den Haag The Netherlands
The above complaints handling arrangements are without prejudice to Your right to initiate legal proceedings.