Complaints and Legal Information

Company information

Liberty Seguros, Compania de Seguros Y Reaseguros, S.A, trading as Liberty Insurance, is authorised by the General Directorate of Insurance and Pension Funds in Spain and is regulated by the Central Bank of Ireland for the conduct of business rules. Registered in Spain: No. Registro Mercantil de Madrid, Tomo 29.777, Folio 2, Sección 8, Hoja M-377257. Registered office: Paseo de las Doce Estrellas 4, 28042 Madrid, Spain. Registered Irish branch: Dublin Road Cavan, no: 904632. VAT number IE9952754S

Who regulates us?
Liberty Seguros, Compania de Seguros Y Reaseguros, S.A, trading as Liberty Insurance, is authorised by the General Directorate of Insurance and Pension Funds in Spain and is regulated by the Central Bank of Ireland for the conduct of business rules.

What do we do?
We provide a full suite of general insurance products, including Motor and Home Insurance, Commercial Liability, Property Damage, Commercial Vehicles and Fleet cover. All quotations are for the contract duration of 12 months unless otherwise specified. When your insurance policy is due for renewal, we will notify you approximately 30 calendar days in advance.

Terms of Business
Our Terms of Business document can be found here and includes information for all of our customers.

How do we charge?
Any products purchased directly do not contain any brokerage or intermediary fees. All insurance premiums are inclusive of statutory charges. We may also charge an administration fee for changes you make to the policy. For more information, please refer to the Schedule of Fees and Charges.

Choice of Law
We can both choose the law which will apply to the contract. Unless we agree otherwise with you, Irish law will apply to Republic of Ireland policies.

Disputes
Any dispute between you and us may be referred, within twelve calendar months of the dispute arising, to an arbitrator we both agree on. If we cannot agree, the president of a relevant national law society will appoint an arbitrator.

Complaints Procedure
Liberty Insurance is committed to providing all our customers and claimants with a high standard of service at all times. We realise that things can go wrong, and there may be times when you feel our service has let you down. As a valued customer, you have the right to complain.

1. In the first instance, please contact a member of our team directly to see if we can resolve any concerns you may have – phone 1800 89 1890 or 01 5534040 from ROI or 0845 850 0845 from the UK.

2. If you are not happy with our response, you can send your concerns in writing to our Customer Service Manager at: Liberty Insurance Dublin Road, Cavan, Co Cavan. Email: feedback@libertyinsurance.ie

3. We will phone you or write to you to let you know we have received your complaint.

4. Our team will try to resolve your complaint immediately. If this is not possible, we promise to acknowledge your complaint within five business days of receiving it. In the unlikely event that we have not resolved your complaint within 20 business days of receiving it, we will write and let you know why and what further action we will take.

5. If you are not satisfied with our decision or if we haven’t given you a decision after 40 business days, you have the right to refer your complaint to the Insurance Ombudsman at:

The Financial Services and Pensions Ombudsman
Lincoln House
Lincoln Place
Dublin 2
D02 VH29
Tel: (01) 567 7000
Email: info@fspo.ie
Website: www.fspo.ie

We value feedback and welcome it as an opportunity to build improved quality into everything that we do. We believe that your feedback will help us provide a better service.

European Commission’s Online Dispute Resolution Platform
If you wish to complain about an insurance policy purchased online, you may be able to use the European Commission’s Online Dispute Resolution platform.

Right of withdrawal/cancellation in respect of distance contracts
You have the right to withdraw from a general insurance policy, provided you have not made a claim, within 14 days of the latest of: 

• The starting date of your policy, or
• The day you receive your’s policy contractual terms and conditions.

For you to exercise this right in relation to a motor vehicle insurance policy, we must receive the relevant certificate of insurance and insurance disc. You will be charged a pro-rata premium for the period you are on cover.

You can exercise this right by providing your intention by email.

Choice of Language
Your policy and all communications between you and us will be in English.

General Data Protection Notice
Please read our General Data Protection Notice.