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Review here our complaints handling procedure


Alta Signa is committed to providing high standards of service to all our clients. If we have not delivered the service that you were expecting from us, the following procedure is here to assist you.

Step 1: Contact us

Please contact us with the following information:

  • Your Policy/Certificate of Insurance number or Claim Number
  • Name of the Insured
  • Details of your complaint

You can contact us in one of the following ways:

In writing:
Chief Operating Officer
Alta Signa Europe BV
Stephanie Square Centre
Avenue Louise 65, box 11
1050 Brussels

Chief Operating Officer
Alta Signa Ltd.
Mincing Lane
7th Floor
1 Mincing Lane
London EC3R 7AA

By email:

By phone: + 32 2 535 7975 (Alta Signa Europe BV only)

Step 2: Response

We will try to provide you an answer within one working day.

If this is not possible, we will send you an acknowledgement letter within three working days, and keep you informed of the progress of your complaint.

We aim to resolve your complaint within four weeks. However, in some circumstances this may take longer. If this is the case, we will contact you and will explain why and how long our investigation is likely to take.

Step 3: Ombudsman mediation

If you are not happy with the way we have handled your complaint, you can refer your case to the relevant Ombudsman Services, the Belgian Ombudsman for Insurances and the United Kingdom's Financial Ombudsman Service. You can find information about the Belgian Ombudsman at (available in French and Dutch), and information about the UK Ombudsman at

The Belgian Ombudsman should be contacted for complaints against Alta Signa Europe BV. The UK Ombudsman should be contacted for complaints against Alta Signa Ltd. You can contact them in one of the following ways:

Belgian Ombudsman:

In writing:
Ombudsman des Assurances / Ombudsman van de Verzekeringen
Square de Meeûs 35
1000 Brussels

By e-mail:
By phone: +32 2 547 58 71 
By fax: +32 2 547 59 75 

UK Ombudsman:

In writing:
The Financial Ombudsman Service
Exchange Tower
London E14 9SR

By e-mail:
By phone: 0800 023 4567 or 0300 123 9123

Please remember that you may have to refer your complaint to the Ombudsman within specific timelines. We will communicate the applicable timeline in our response to your complaint.

If you have obtained your insurance through a broker and your complaint relates to their services, please contact your broker.

A copy of our full Complaints Policy is available upon request.