Our Commitment
SIDRE is committed to maintaining high standards of professionalism, transparency and service in all dealings with Cedents, brokers, counterparties and other stakeholders.
We take concerns and complaints seriously and aim to address them fairly, promptly and objectively. Feedback also helps us identify areas where our processes, communication or service may be improved.
Making a Complaint
A complaint may relate to SID Re’s service, communication, conduct, administration or handling of a business matter.
To help us review the matter efficiently, please provide:
- Your name, company and contact details
- A clear description of the complaint
- The relevant policy, contract, claim or reinsurance reference
- The names of any persons involved
- Important dates and previous correspondence
- Supporting documents, where available
- The outcome or resolution you are seeking
Complaints should be submitted by email to: compliance@sidreinternational.com
Please include “Complaint” in the email subject line.
How We Handle Complaints
Upon receiving a complaint, SID Re will:
- Record and review the matter
- Acknowledge receipt within a reasonable period
- Assign the complaint to an appropriate person for assessment
- Request further information where necessary
- Investigate the circumstances objectively
- Communicate the outcome and any proposed action
Where a complaint concerns an underwriting, claims or compliance matter, it may be referred to the relevant department while maintaining appropriate oversight.
Fair and Confidential Review
Complaints are handled professionally and, as far as reasonably possible, confidentially.
A person raising a genuine complaint in good faith will not be treated unfairly for doing so. Any personal or commercially sensitive information received will be handled in accordance with applicable confidentiality and data-protection requirements.
Response Time
SIDRE aims to resolve complaints as promptly as reasonably possible.
Where a full response cannot be provided immediately, we may issue an update explaining the status of the review and whether additional time or information is required.
The time needed to conclude a complaint may vary depending on its nature, complexity and the availability of supporting documentation.
Escalation
Where a complainant is dissatisfied with the initial response, they may request that the matter be reviewed by a senior member of management or the appropriate governance function.
Any right to refer a complaint to a regulator, court, ombudsman or other competent authority will depend on the nature of the matter and the applicable jurisdiction.
Important Information
Submitting a complaint does not alter the terms of any insurance, reinsurance or other contract and does not extend any contractual or legal deadline.
Claim notifications, loss advices and time-sensitive contractual notices should continue to be submitted through the appropriate channel and within the required period.