Complaints Procedure

Who are we

Wrisk Europe GmbH is authorised/licensed or registered by the Chamber of Industry and Commerce for Munich and Upper Bavaria in Germany under the registration number D-GVLJ-HO5AR-23 and is regulated by the Central Bank of Ireland for conduct of business rules (Institution Code C533308).

Wrisk Europe GmbH is an untied insurance agent with registered address Karlstrasse 19, 80333 Munich, Germany, and is authorized to distribute insurance products in the Republic of Ireland on a Freedom of Services basis and therefore does not have any local branch/office in the Republic of Ireland.

Wrisk Europe GmbH is subject to the Central Bank's Consumer Protection Code, Minimum Competency Code and Fitness and Probity Standards which can be found on the Central Bank's website www.centralbank.ie.

What services do we offer

Wrisk is an insurance intermediary distributing insurance products on behalf of risk carriers. In this case, Wrisk distributes private motor car insurance on behalf of Helvetia Global Solutions, and we therefore do not carry out any analysis of the market, in addition to the one made by Helvetia Global Solutions, in respect of the insurance products we offer. Wrisk will administer contracts of insurance on your instructions. Wrisk does not provide advice on the suitability or otherwise of the insurance products we distribute but we provide you with information to help you make an informed decision.

How do I make a complaint?

We aim to provide you with a high level of customer service at all times but, if you are not satisfied, please contact the Customer Care Manager using the details above or refer to your policy wording for full details of how to make a complaint. You can contact us by the following methods:

Phone: speak to us on +353 1 912 8243
Email: customercare@lexusmotorinsurance.ie
Writing: Wrisk Europe GmbH, PO Box 13873, Ravensdale Road, Dublin 3

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

Our staff will try to resolve your complaint immediately. If this is not possible, we promise to acknowledge your complaint in writing within 5 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.

Should you remain dissatisfied with the response you may refer your complaint to:

Helvetia Global Solutions Ltd
Aeulerstrasse 60
9490 Vaduz
Principality of Liechtenstein
Email: complaints-hgs@helvetia.com

Please include the following information when filing a complaint:

• A copy of your insurance certificate or policy and date of any applicable valid transfer;
• Your name and contract information;
• Vehicle identification number;
• Current mileage;
• A detailed description of the concern and/or the dispute, as well as the resolution you are seeking; and
• History of the attempts you have made with any Wrisk or Helvetia representative to resolve the concern.

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:

Our promise to you

We’ll reply to your complaint within five days.

We’ll investigate your complaint.

We’ll keep you informed of progress.

We’ll do everything possible to sort out your complaint.

We’ll use feedback from you to improve our service.

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