In the unlikely event of a complaint

We aim to give you the highest standard of service at all times.

If at any time you feel dissatisfied with the service, or feel that you have cause for complaint, we recommend in the first instance that you contact the Insurance Broker or Intermediary who arranged the policy, or you can address your concerns in writing to our Managing Director at the above address. Alternatively, you can email the Managing Director at neil@BlackrockInsurance.ie
On receipt of your complaint we will telephone you and acknowledge your complaint within 5 business days of receiving it. In the unlikely event that we have not resolved your complaint within 20 business days, we will write and let you know why and what further action we will take. If appropriate, we will explain the terms of any offer or settlement which Blackrock Insurance Solutions is prepared to make in settlement of the complaint.
If your complaint is not resolved to your satisfaction, and you remain dissatisfied with our final response, you can refer your complaint directly to the Insurer or Insurers on behalf of which we operate, the identity of which is specified in the Schedule.
If you are an individual or a business defined as a Consumer within the Consumer Protection Code 2012, and we have not given you a decision after 40 business days, you can contact:
The Financial Services Ombudsman’s Bureau,
3rd Floor, Lincoln House, Lincoln Place, Dublin 2.
Phone: 1890 88 20 90

 

Dispute Resolution

Any dispute arising under this Policy between the Insured or other Insured parties and Blackrock Insurance Solutions and/or the Insurer regarding liability in respect of a claim or the amount to be paid, that cannot be resolved between the parties through dialogue and conciliation, shall in the first instance be referred to mediation for resolution.
The parties will agree upon the appointment of a mediator within 14 working days of receipt of a written notice being served upon one party by the other requesting such an agreement.
If a mediator is not agreed upon, then either party may apply to the Centre for Effective Dispute Resolution (CEDR Ireland or CEDR) for the appointment of a mediator.  The parties shall share equally the costs of CEDR and of the mediator. The reference, conduct and any settlement of the dispute at mediation shall be conducted in confidence.
The parties shall continue to perform their respective continuing obligations under this insurance, if any, while the dispute is resolved, unless the nature of the dispute prevents continued performance of those obligations.
If the dispute cannot be resolved within six months of the appointment of a mediator, or both parties agree to mediation not being an appropriate forum to resolve the dispute, then the dispute shall be referred to arbitration by a single arbitrator to be appointed jointly by the parties, or in default of agreement, to be appointed by the President of the Incorporated Law Society of Ireland. Such appointment will be in accordance with the Arbitration Act 2010. The decision of such arbitrator shall be final and binding on both parties.
If the dispute is not referred to mediation and/or arbitration within 12 months of the dispute arising, then any claim to which the dispute relates shall be deemed to have been abandoned by the Insured and shall not be recoverable thereafter.

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