What happens if I’m not happy with the outcome of my complaint?

Complaints/Disputes

Collinson Insurance Europe Limited (CIEL) is the Insurer and underwrite all the benefits provided under the policy. CIEL appointed Collinson Insurance Solutions Europe Limited (CISEL) to handle complaints on its behalf as indicated above. 

Step 1:

For complaints related to a claim or medical assistance, please contact:

Collinson Insurance Solutions Europe Limited (UK Branch), Quality Department. Sussex House, Perrymount Road, Haywards Heath, West Sussex, RH16 1DN, England

Email easyJet.comp@collinsoninsurance.com 

For complaints regarding the sale or administration of your policy, you can contact easyJet.comp@collinsoninsurance.com

Step 2

In the event of an unsatisfactory outcome or late reply from the insurer, please contact IVASS (https://www.ivass.it):

- by post to: IVASS, Via del Quirinale, 21-00187 Rome, Italy.

- by means of a form that can be downloaded online from the website: https://www.ivass.it/consumatori/reclami/index.html and sent to the PEC address tutela.consumatore@pec.ivass.it 

- by telephone: +39 06 404 14 670

Complaints may also be submitted in English to the Financial Services Arbitrator's Office

- by mail to: Office of the Financial Services Arbitrator, N/S in Regional Road, Msida, MSD1920, Malta.

- via online form: https://financialarbiter.org.mt/oafs/enquiry

- by telephone: (+356) 21249245

- Website: www.financialarbiter.org.mt

This product was sold online or by other electronic means and within the European Union (EU) you may also refer your complaint to the EU Online Dispute Resolution (ODR) platform. Upon receipt of your complaint the ODR will escalate your complaint to your local resolution service. This process is free and conducted entirely online. You can access the ODR platform on www.ec.europa.eu/consumers/odr.

Following this complaint procedure does not stop you from taking legal action.