Complaints Procedure

1. Start with the correct route

Responsibility depends on what happened. Sending the complaint to the correct organisation helps avoid delay.

AnyTravelInsurance.com does not issue policies, collect premiums or decide claims, so it cannot provide a final response on matters controlled by the broker, insurer, assistance company or payment provider.

2. How to complain about this website

Email contact@anytravelinsurance.com with the subject line COMPLAINT. Please include:

• your name and an email address for the response;
• the page URL, date and a clear description of what went wrong;
• what outcome you believe would resolve the matter;
• relevant screenshots or correspondence, with unnecessary personal details removed; and
• any accessibility adjustment you need for communication.

3. How a website complaint is handled

Ionut Balan handles complaints concerning AnyTravelInsurance.com. The aim is to:

1. acknowledge a complaint within five business days;
2. review the relevant content, logs and correspondence fairly;
3. request only the additional information reasonably needed;
4. provide a substantive response within 15 business days where reasonably possible; and
5. explain any correction, action, refusal or further route clearly.

These are service targets for website complaints, not a representation that AnyTravelInsurance.com is handling the complaint under the regulatory procedure applicable to an insurer or insurance broker. A complex case may take longer; if so, an update and a revised target will be provided.

Making a complaint does not affect your legal rights. Complaints and related evidence are handled under the Privacy Policy.

4. Complaints about a quotation, policy or insurance service

Submit an insurance-service complaint to SoEasy Insurance Brokers Ltd in the first instance. Use the official SoEasy complaint form or the complaint details in the quotation or policy documents.

Include the quotation or policy reference, the relevant dates, a concise description and the result you seek. Keep a copy of the complaint and proof of submission.

SoEasy Insurance Brokers Ltd is a Cyprus company, registration HE371047, authorised and regulated by the Insurance Companies Control Service of the Ministry of Finance of the Republic of Cyprus under licence E.A/B9434. Its own complaint policy and the applicable regulatory timeframes govern its handling of an insurance complaint.

5. External escalation for eligible insurance complaints

If an insurance complaint has first been submitted to the responsible insurance business and remains unresolved, an eligible complainant may be able to approach an external body. Eligibility, time limits, documents and fees are determined by that body.

• Office of the Financial Commissioner (Financial Ombudsman), Cyprus — handles eligible complaints from consumers against financial businesses, including insurance companies.
• Insurance Companies Control Service — publishes information about complaints concerning supervised insurance undertakings and the regulatory route.
• Courts or independent legal advice — available where appropriate; use of a complaint route does not remove rights that cannot lawfully be excluded.

Check the external body’s current rules before filing. AnyTravelInsurance.com cannot decide whether a complaint is eligible or represent a complainant in that procedure.

6. Privacy and accessibility concerns

For a privacy concern, contact us first at contact@anytravelinsurance.com. You may also lodge a complaint with the Office of the Commissioner for Personal Data Protection in Cyprus or another competent supervisory authority where applicable.

For an accessibility barrier, describe the page, feature, assistive technology and preferred format if you can. The process and current accessibility commitment are set out in the Accessibility Statement.

7. Claims, medical assistance and emergencies

This complaints email is not an emergency or claims service. For urgent medical or travel assistance, contact local emergency services where necessary and then use the assistance number shown in your insurance certificate or policy documents.

Claims should be notified using the process and deadlines in the policy wording. Sending claim information to AnyTravelInsurance.com does not count as notifying the insurer, broker or assistance provider.