Complaints Procedure

We are committed to providing a high quality service to all of our clients throughout the duration of the insurance policy.  If on any occasion something goes wrong you should raise this with us as soon as possible so that the matter may be corrected or resolved.  It is important that the policy document is read in it’s entirety to ensure the extent of coverage along with any conditions or exclusions are fully understood.

If you have any questions or concerns about your policy, please contact one of our representatives immediately.

Lodge a complaint by Mail/Email

If you have a complaint or any issues over the handling of a claim, please contact our Compliance Department or any Director at the following address:

Caribbean Insurers Ltd.
P.O. Box 129
Road Town, Tortola VG1110
British Virgin Islands
Telephone: (284) 393-8920/1

Any complaint by telephone should be followed-up in writing.

Your complaint will be logged on a Client Complaint Record Form and entered into our Complaints Register. The cause of the complaint will also be examined to determine if any policies or procedures need to be amended within our organization.

Your complaint will be investigated at the earliest possible opportunity and we will provide you with a written response once the complaint has been fully investigated no later than 20 working days.

Should your complaint remain unsettled for longer than three months you may inform our regulator at the following address:

British Virgin Islands Financial Services Commission
Insurance Division, Pasea Estate
Road Town, Tortola VG1110
British Virgin Islands

**Any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of an eligible complainant about the firm’s provision of, or failure to provide, a financial service.

Lodge a complaint via web form

To submit a web form complaint click here.