We are committed to providing you with excellent customer service. If, however, you are not satisfied with the service you have received, our products or a claims decision and wish to make a complaint, we will do our best to resolve it promptly and professionally.

How do I make a complaint?

You may contact your broker/intermediary, the complaints contact detailed in your policy wording or the person handling your claim to inform them of your dissatisfaction.  Alternatively, you may complain directly to us, by contacting at:

Tel: +44 (0)207 342 2000

Email: customerrelations@bhiil.com

Head of Compliance 
Berkshire Hathaway International Insurance Limited
4th Floor, 8 Fenchurch Place
London, EC3M 4AJ, UK

Email: reclami@bh-italia.com

Head of Compliance
Berkshire Hathaway International Insurance Limited 

Registered Office and General Management
Corso Italia 13, 20122 – Milan MI

Telephone: 02 4952 4986

Fax: 02 4952 4987

Email: customerrelations@bhiil.com

Swiss General Representative
Hegibachstrasse 47
8032 Zürich

 To help us investigate your complaint, please provide us with as much information as possible to include: 

  • do everything possible to investigate your complaint quickly and thoroughly
  • keep you informed
  • resolve your complaint fairly
  • advise you how to escalate your complaint, if necessary

3 day – Summary Resolution Communication (SRC)

We aim to resolve all complaints informally within three working days.  Where this is done, we will send you an SRC setting out what we have done to resolve your complaint.  

5 day acknowledgement

If we can’t resolve your complaint informally (see SCR above) we will acknowledge your complaint within 5 working days and let you know who will deal with you complaint and the next steps.  We will keep you advised of the progress of our investigations and in all cases we aim to provide a final decision in writing within 8 weeks.  If we can’t we let you know what we have done and the reasons why we have not been able to conclude our investigations.

Independent review*

If you are not satisfied with our final response to your complaint, or the reason why we have been unable to provide a final response, you may be eligible to refer your complaint to an external dispute resolution (EDR) service.  You have 6 months from the date of our final response to refer your complaint to the EDR service.  A referral will not affect your right to take legal action against us.  The contact details of EDR service are set out below.

*UK & Italy only, no Ombudsman review in Switzerland.

Financial Ombudsman Service
Exchange Tower
E14 9SR
United Kingdom

Telephone: +44 20 7964 0500 (from outside the UK)
Telephone: 0800 023 4 567 (from inside the UK)
Fax: +44 20 7964 1001

Website: www.financial-ombudsman.org.uk

Istituto per la Vigilanza sulle Assicurazioni (IVASS)
Via del Quirinale 21
00187 Roma

Telefono: 800 486661 (dall’Italia)
Telefono: +39 06 42021 095 (dall’estero)
Fax: +39 06 42133 745 o +39 06 42133 353

E-mail: ivass@pec.ivass.it

Il sito IVASS contiene maggiori informazioni sulle modalità di presentazione del reclamo a IVASS e un modello di lettera che si può utilizzare. Di seguito il link: www.ivass.it