Customer complaints

Customer complaints

Markel is committed to providing high quality and professional services to all our customers. If you are dissatisfied or have any complaints about your policy or the handling of a claim, you can submit your complaint through the following channels.

1. Internal complaint bodies:

If you have any complaints, you may address them in writing to the broker who brokered the policy, if applicable, or to the relevant department or area of Markel Insurance SE, Sucursal en España.

If you are not satisfied and wish to make a complaint relating to your interests and legally recognised rights, you may address it in writing to our Customer Service:

C/ Serrano 76, 6 Derecha
28006 – Madrid
Telephone: 91 556 19 78
E-mail: atencioncliente@markel.com

A Complaint form is available for you to download and complete to send your complaint to Customer Services.

Once your complaint has been received, it will be dealt with within a maximum period of two months, in accordance with the provisions of the applicable regulations. For further information about our Customer Service and on the procedure for handling complaints, please consult our Regulation for the defense of customers.

2. External complaint bodies:

If your complaint has not been accepted, or if your request has been totally or partially rejected, or if two months have elapsed since the date on which it was submitted to the Customer Service and it has not been resolved, you may contact the Complaints Service of the Directorate General for Insurance and Pension Funds.

Queries and complaints may be submitted in two ways:

  • On paper, by sending a letter to the Complaints Department of the Directorate General for Insurance and Pension Funds, located at Paseo de la Castellana, 44-28046 Madrid.
  • By electronic means, with electronic signature, through the website of the Directorate General of Insurance and Pension Funds.

Financial services transparency and customer protection regulation

Law 44/2002 of 22 November 2002 on Financial System Reform Measures

Order ECO/734/2004 of 11 March, on Customer Service Departments and Services and the customer ombudsman of financial institutions

Order ECC/2502/2012 of 16 November regulating the procedure for submitting complaints to the complaints services of the Bank of Spain, the National Securities Market Commission and the Directorate General for Insurance and Pensions