• Complaints

  • SCOR is committed to providing reliable, tailored financial products and services. We take all concerns seriously and aim to resolve them quickly and fairly. If you are unhappy with our service or products, please give us the opportunity to resolve matters to your satisfaction.

    In the first instance, please check your insurance documents for guidance on how to make a complaint. If you purchased your insurance through a broker, they may also be able to assist you. Alternatively, you can contact us directly by phone or in writing using the details below.

    Complaints Contact Information

    Please choose the relevant SCOR entity or region. If you’re unsure which entity issued your policy, please use the contact details for SCOR Syndicate and we’ll redirect your complaint to the right team.

  • Should you wish to raise a complaint in relation to SCOR Managing Agency (SMA) on behalf of Syndicate 2015 (“SCOR Syndicate 2015”) you can contact us in the following ways:

    • In writing:
      FAO: Gillian Phillips
      Head of Compliance, Regulatory and Corporate Governance UK
      SCOR Managing Agency Ltd
      Level 6, 8 Bishopsgate, London, United Kingdom, EC2N 4BQ
    • By phone: +44 (0)203 535 8176
    • By email: synd-complaints[@]scor.com

    What happens next?

    We will investigate your complaint thoroughly and endeavour to resolve your complaint satisfactorily and in accordance with regulatory timeframes.

    If you remain unhappy

    Should you remain dissatisfied, you may refer your complaint to Lloyd’s Complaints Team for their independent consideration, and their contact details are as follows:

    Should you remain dissatisfied with Lloyd’s final response, you may, if you are eligible, refer your complaint to the Financial Ombudsman Service (FOS) within six months. The FOS's contact details are as follows:

    The SCOR Syndicate 2015 is managed at Lloyd's by the SCOR Managing Agency Ltd, which is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.

    SCOR Managing Agency Limited is located at Level 6, 8 Bishopsgate, London, United Kingdom, EC2N 4BQ. Registered in England and Wales, Company Number 08614385.

    Should you wish to raise a complaint in relation to SCOR UK Company Limited you can contact us in the following ways:

    • In writing:
      FAO: Gillian Phillips
      Head of Compliance, Regulatory and Corporate Governance UK
      SCOR UK Company Limited
      Level 6, 8 Bishopsgate, London, United Kingdom, EC2N 4BQ
    • By phone: +44 (0)203 535 8176
    • By email: scorukcomplaints[@]scor.com

    What happens next?

    We will investigate your complaint thoroughly and endeavour to resolve your complaint satisfactorily and in accordance with regulatory timeframes.

    Should you remain dissatisfied with our response, you may, if you are eligible, refer your complaint to the Financial Ombudsman Service (FOS) within six months via the following contact details:

    SCOR UK Company Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.

    SCOR UK Company Limited is located at Level 6, 8 Bishopsgate, London, United Kingdom, EC2N 4BQ. Registered in England and Wales, Company Number 013347360.

    Should you wish to raise a complaint in relation to SCOR Europe SE, you can contact us in the following ways:

    You can send us your complaint:

    • In writing:
      FAO: Marietta Osiander
      Chief Compliance Officer
      SCOR Europe SE
      5, avenue Kléber
      75116 Paris - France.
    • By phone: +33 (0)158448932
    • By email: ComplaintsSCOREurope[@]scor.com

    Please provide us with all the necessary information such as the policy number, contact details and any other supporting documentation if available.

    What happens next?

    We will provide you with a written acknowledgement of receipt of your complaint within ten (10) business days and might ask you to provide us additional information to help us to fully comprehend the situation.

    We will investigate your complaint and endeavour to resolve your complaint satisfactorily and provide you with a written response within two (2) months from the date of receipt of the complaint at the latest.

    Our response will explain the outcome of the investigation and the next steps.

    It will also include the contact details of the relevant Ombudsman or mediator which you might contact if you are not satisfied with our response.

    SCOR Europe SE is authorised by the Autorité de contrôle prudentiel et de résolution.

    SCOR Europe SE is located at 5 avenue Kléber, 75116 Paris, France, and registered with the Paris Trade and Companies Register under the number 840 024 509 RCS Paris.

    SCOR is committed to providing reliable, tailored financial products and services. We take all concerns seriously and aim to resolve them quickly and fairly. If you are unhappy with our service or products, please give us the opportunity to resolve matters to your satisfaction.

    A “Complaint” means a statement of a consumer’s dissatisfaction about a product or service offered by the Branch within Canada.

    If you have concerns about a product or service offered by the Branch within Canada, please follow these steps:

    Step 1: Talk to your broker or claims adjuster about your concerns.

    Step 2: If your concerns remain after Step 1, ask your broker or claims adjuster to escalate your concerns to the appropriate contact within the Branch. They will assess the situation and attempt to resolve the problem.

    Step 3: If you are still dissatisfied after Step 2, you may file a Complaint with the Complaints Officer of the Branch directly. They administer the Branch’s Complaint- Handling Procedures and can assist you through the complaints process.

    Complaints Officer
    c/o SCOR Insurance – Canadian Branch
    145 King Street West
    Suite 2800
    Toronto, Ontario M5H 1J8
    CanadaComplaints[@]scor.com
    Phone: 416 304 6558

    What to expect during Step 3:

    • Your Complaint will be recorded in the Branch’s Complaints Register;
    • Within 10 days of your Complaint being added to the Branch’s Complaints Register, you will receive a written acknowledgement of the receipt of your Complaint;
    • If you have not already provided all relevant information regarding your Complaint, you will be asked to provide:
      • Your full name and contact information
      • Your policy number;
      • A detailed description of your Complaint;
      • Any documentation in your possession that supports your Complaint;
      • What you expect as an outcome to your Complaint;
    • After the review of your Complaint is completed, a final position letter will be provided to you.

     

    Step 4: If you have received a final position letter and remain unsatisfied, you may request that a third-party dispute resolution service review your Complaint. The Complaint Officer will include contact information for the appropriate service (based on your province or territory of residence) in the final position letter.

    The following requirements apply only to residents of Quebec:

    • You have the right to obtain assistance in filing a Complaint;
    • You will receive a final position letter within sixty (60) days of the Branch receiving your Complaint;
      • In exceptional circumstances or circumstances beyond its control, the Branch may deliver its final position letter within 90 days of your Complaint being added to the Branch’s complaint register. However, the Branch will make all reasonable efforts to provide its final position letter within 60 days. If the Branch requires 90 days to respond, you will receive a separate notice within 60 days outlining the exceptional circumstances and revising the expected date by which you will receive the decision letter. This correspondence will also include a reminder that you have the right to request that your Complaint be referred to the Authorité des marchés financiers (AMF).
    • You may, at any time, request that your Complaint be transferred to the AMF for review, or lodge your Complaint with the AMF directly using these forms: FormtoRequestFileTransfertoAMF-lautorite.qc.ca or Application AMF (lautorite.qc.ca). If you require any additional information about the AMF’s handling of Complaints, visit https://lautorite.qc.ca/ or call toll-free at 1-877-525-0337.

    If you have any questions or require additional information about how the Branch handles Complaints, please contact the Complaints Officer using the contact information found in Step 3.