Our commitment to you
We understand that sometimes things can go wrong. You are important to us, so if you have reason to complain we want to know. We will try to resolve your complaint quickly in a professional and helpful way.
How to contact us
You can contact us by letter, phone or email. It will help if you give your name, address and plan number. Either email us or call us on the number shown on your certificate of insurance.
Or you can write to us at:
PruHealth/PruProtect Customer Services
Stirling, FK9 4UE
How we will deal with your complaint
The time it takes to resolve your complaint will depend on how complex it is and how much investigation we have to do. We will always try to resolve your complaint as quickly as possible, keeping you informed of our progress. We will:
• Acknowledge your complaint promptly
What to do if you are still not happy with the outcome
• Tell you who is dealing with your complaint so contacting us is easier. This person will be a trained complaint handler not directly involved with your case before the complaint
• Fully investigate your complaint and send you a detailed report about our findings. We will clearly explain the reasons behind our decision and what action we will take to put things right, if appropriate
• Update you every four weeks if the investigation is not complete and explain the reason for the delay.
We want to resolve complaints to your satisfaction whenever possible. If we cannot reach agreement with you, you may be eligible to refer your complaint to the Financial Ombudsman Service. The Financial Ombudsman Service is an impartial adjudicator and provides a free, independent service for resolving disputes with financial services firms. If you are going to ask the Financial Ombudsman to review your case, you should do so within six months of our giving you our final decision on your complaint. You can contact the Financial Ombudsman in the following ways:
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
Enquiry line: 0800 023 4567
Fax number: 020 7964 1001
If you contact the Financial Ombudsman Service, this does not affect your right to take legal action if you are dissatisfied with and do not accept the outcome of the review.
Your rights under the Financial Services Compensation Scheme (FSCS)
As a member of a PruHealth or PruProtect plan, you will be protected by the Financial Services Compensation Scheme. If we are unable to pay your claim because we have become insolvent or are no longer in business, the scheme may arrange to transfer your or, if applicable, your company’s plan to another insurer, or provide a new plan. If this isn’t possible it will provide compensation of 90% of the claim, with no upper limit. More details about the Financial Services Compensation Scheme can also be found on their website: www.fscs.org.uk