Consumer Hub - DeCare

We strive to always provide first class service, however, in the event of any complaint regarding the standard of services received under your policy, the following procedure is available to resolve the situation:

Lodging a complaint

You can lodge a complaint via:

Phone: 094 93 78608
Email: query@decaredental.ie

Writing:

DeCare Dental Insurance Ireland DAC
Unit 10a, Lakeside Retail Park
Ballindine Road
Claremorris
Co. Mayo.

Complaint Handling

Once the complaint is received, we will aim to resolve as efficiently and expeditiously as possible.
We will investigate the complaint thoroughly and impartially.
In the event we cannot resolve the complaint within 5 business days, we will acknowledge receipt of the complaint in writing. The acknowledgement will include:
- i. the name and contact details of the person handling the complaint,
- ii. where a consumer can refer the matter to a relevant ombudsman, and the contact details of the relevant ombudsman.
We will provide you with a regular update, on paper or on another durable medium, on the progress of the investigation of the complaint at intervals no greater than 20 business days, starting from the date on which the complaint was received.
We strive to resolve all complaints within 40 business days of having received the complaint.
Where 40 business days have elapsed and your complaint is not resolved, we will inform you of the anticipated timeframe within which we hope to resolve your complaint and your right to refer the matter to the Financial Services and Pensions Ombudsman and contact details of same will be provided.
Within five business days of the completion of the investigation, we will advise you on paper or on another durable medium of:
- i) the outcome of the investigation.
- ii) where applicable, the terms of any offer or settlement being made;
- iii) that the consumer can refer the matter to the relevant Ombudsman, and
- iv) the contact details of such Ombudsman.

If dissatisfied, you are entitled to use the services of the:

The Financial Services and Pensions Ombudsman
3rd Floor
Lincoln House
Lincoln Place
Dublin 2
Ireland.
Phone: 01 567 7000.
Email: info@fspo.ie
Website: www.fspo.ie

Alternatively, the policyholder may contact:
Information Services
Irish Insurance Federation
39 Molesworth Street
Dublin 2
Ireland.
Tel: 01 676 1820.
Email: feedback@insuranceireland.eu
Website: www.insuranceireland.eu/consumer-information

This service can advise on how to proceed further and may help in resolving the problem. Taking any of these options will not prejudice the policyholder’s rights to legal proceedings.

Claims Appeals Process

As a regulated insurance undertaking under the Central Bank of Ireland’s Consumer Protection Code 2025, we provide a clear internal appeals process for claims decisions. This ensures fair treatment and compliance with Regulations 364 and 367.

When to Appeal

You can appeal any claims decision if you are unsatisfied with the claim result. We’ll inform you of this right in our decision letter, including reasons and timelines.

How to Appeal

Submit via:
email: query@decaredental.ie
post: Unit 10a, Lakeside Retail Park, Ballindine Road, Claremorris, Co. Mayo, F12 V089.
Please include your policy/claim number, decision date and reasons why you disagree, with supporting evidence, where applicable.
Timeline:
Lodge within 30 working days of our decision. We’ll acknowledge within 5 working days.
Review:
The Claims Manager along with the Chief Dental Officer will reassess within 20 working days.

Appeal Outcome

We’ll notify you in writing of:

The revised decision.
Reasons and any settlement offer.
Right of the consumer to refer the matter to the relevant Ombudsman, and the contact details of such Ombudsman.

FSPO & Irish Insurance Federation

If dissatisfied, you are entitled to use the services of the:

The Financial Services and Pensions Ombudsman
3rd Floor
Lincoln House
Lincoln Place
Dublin 2
Ireland.
Phone: 01 567 7000.
Email: info@fspo.ie
Website: www.fspo.ie

This service can advise on how to proceed further and may help in resolving the problem. Taking any of these options will not prejudice the policyholder’s rights to legal proceedings.

Vulnerable Customers

We are committed to treating all customers fairly, with extra care for those facing vulnerabilities such as health issues, financial stress, bereavement or life events.

What is a Vulnerable Customer?

‘consumer in vulnerable circumstances’ means a consumer that is a natural person and whose personal circumstances, whether permanent or temporary, make that consumer especially susceptible to harm, particularly where a company is not acting with the appropriate levels of care, and ‘vulnerable circumstances’ shall be construed accordingly. In this definition, the use of the word ‘harm’ should be understood in the context of the relationship between a firm and consumers. Financial services firms exist to provide services and products to their customers.

The question DeCare must ask is what type of harm our customers may be vulnerable to, and how this might impact their customer experience and outcomes. Vulnerability arises when circumstances limit your ability to make informed decisions or access services equally. This includes temporary situations or ongoing needs like cognitive challenges.

Our Support Approach

Identification: Staff are trained to spot signs (e.g. communication, health conditions or illnesses that affect ability to carry our everyday tasks, bereavement, job loss, difficulties, stress indicators).
Adjustments: We offer simplified information, extra time and preferred contact methods.
Non-Judgmental: Disclosure won’t affect service eligibility or pricing.

Identifying Vulnerability

DeCare applies BRUCE to help identify vulnerability when a staff member is interacting with a customer:

Behaviour and talk: is the customer acting out of character? Look for indicators of vulnerability through the customer’s behaviour and speech.
Remembering: is the customer experiencing problems with their memory or repeatedly requesting information? Is the customer confused when asked basic questions such as personal details?
Understanding: is the customer showing they understand all of the information they are being provided with? Are they able to re-play that information to you in a coherent manner? This would include the customer showing they understand the potential consequences both of making or not making their decision
Communicating: can the customer communicate their thoughts and questions and are they ultimately able to make an informed decision?
Evaluating: can the customer weigh up the information options open to them to make an informed decision?

A negative response to one or more of these questions, at any time during your interaction, suggests that further clarification is required as the customer could be vulnerable.

DeCare’s Commitment

Recognise that vulnerability is dynamic and may not always be visible.
Train all relevant staff to identify signs of vulnerability and respond with empathy and effectiveness.
Provide information in accessible formats, including, but not limited to large print, audio, easy read and access to language support through our ‘helping hand hub’.
Offer reasonable adjustments and additional support tailored to individual customer needs.
Facilitate customer ability to nominate a trusted contact person to assist or represent them where appropriate.
Maintain customer confidentiality and respect privacy in all communications.
Document any known vulnerabilities and accommodations provided, ensuring continuity of care.
Monitor and review communication practices to enhance accessibility and customer outcomes.

Additional Supports

More information about the extra support DeCare can provide can be found on our webpage a helping hand.