Potential Claim Query

If you believe you may have a potential claim, we’re here to help.

Please contact our Customer Care Team on Freephone 1800 446 446, where one of our experienced team members will review your policy conditions with you and guide you through the next steps.

We understand that making a claim can feel stressful. Our aim is to provide clear information, practical support and reassurance throughout the process.

Ongoing Claim Support

If you have an existing claim and would like an update or further assistance, please contact our Customer Care Team on Freephone 1800 446 446.

We will try to:

• Review the current status of your claim
• Explain any outstanding requirements
• Clarify timeframes and next steps
• Answer any questions you may have

Our team is committed to ensuring your claim is handled fairly, transparently and in line with your policy terms and conditions.

Claims Appeals

While we always aim to assess claims fairly and in accordance with policy terms, not all claims are successful. If you are dissatisfied with the outcome of your claim, you have the right to appeal the decision.

Please write to:

Claims Department
Acorn Life DAC
St. Augustine Street
Galway

Or email: acornlifeclaims@acornlife.ie

In your correspondence, please clearly explain:

• The aspects of the decision you wish to appeal
• The reasons why you believe the decision should be reviewed
• Any additional supporting information you would like considered

What Happens Next?

• Your appeal will be reviewed by a claims assessor who was not involved in the original decision.
• A full review of your file will be carried out.
• You will receive a written response outlining the outcome of the appeal.

If the original decision was based on medical records, and these form part of the appeal review, we may (based on advice from our Chief Medical Officer) forward those records to your attending doctor(s). Alternatively, you may request in writing that we correspond directly with your nominated doctor to explain the reasons for the appeal decision.

If You Remain Dissatisfied

If you are not satisfied with the outcome of your appeal, you may make a formal complaint directly to the Complaints Manager. Once you have received a Final Response letter, you may refer the matter to the Financial Services & Pensions Ombudsman in accordance with the Financial Services and Pensions Ombudsman Act 2017. Contact details for both can be found below.