§ I · How to file
Send a complaint to complaints@castrarisk.ai or by post to Castra Risk Underwriters LLC, Complaints Desk, Los Angeles, California, United States. Please include: your name and contact details; the policy number, claim number, or placement reference (where applicable); a description of the issue; what you would like Castra to do about it; and any supporting documentation. If you would prefer to file through your broker or under the bound carrier's complaints process, you may do so — the carrier's process operates in parallel to ours.
§ II · What we do with it
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Acknowledge.Within three business days of receipt, we send a written acknowledgement with the case reference and the name of the senior staff member assigned to the matter. The assigned staff member is not the person who handled the underlying transaction.
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Investigate.The case owner reviews the file end to end. We will contact you for any additional information we need. We may also contact your broker and the bound carrier. Internal investigation typically completes inside 20 business days.
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Resolve or propose.Inside 30 business days of receipt we provide a written response setting out the outcome of the investigation, the action we propose to take, and the basis for it. Where the response is more time is needed, we provide an interim update on the same cadence.
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Close or escalate.If you accept the outcome the matter closes. If you do not, you may escalate within Castra to the chief underwriting officer (or, for matters involving the chief underwriting officer, to the chief executive). External escalation routes are described in § IV.
§ III · What a complaint can cover
A complaint can relate to any aspect of the Castra service, including: underwriting decisions; quote terms; bind administration; claim handling; the application of an exclusion; the operation of the telemetry contract; broker compensation; data privacy under the Privacy Policy; or the conduct of any Castra staff or service provider acting on our behalf.
Disputes about the substantive coverage of a Castra-bound claim are also handled under the formal claim dispute process set out in the bound policy. Where a dispute falls under both processes, the policy process controls; the complaints process is supplementary.
§ IV · External escalation
You may at any time refer a complaint to the state insurance department in the state of the seat of the placement. A list of state insurance departments is maintained at the National Association of Insurance Commissioners. State insurance departments operate consumer-affairs offices that intervene in unresolved insurance complaints; their process is independent of and does not require completion of the Castra process.
For Castra-bound coverage placed under EU or UK regulatory regimes, the relevant national supervisor (for example, the UK Financial Ombudsman Service, the German BaFin, the French ACPR) operates a parallel complaints route. Where Castra acts through a correspondent or fronting carrier, that carrier's regulator is the operative supervisor.
§ V · Records and reporting
We log every complaint, its category, time-to-acknowledgement, time-to-resolution, and outcome. The aggregate report is reviewed by the chief underwriting officer and reported quarterly to our reinsurance counterparties as part of the standard treaty disclosure. We do not disclose individual complainant identity in those reports.
§ VI · Anti-retaliation
Castra does not retaliate against any insured, broker, or claimant for filing a complaint. We do not consider a complaint a factor in renewal pricing, in book selection, in counterparty management, or in any other commercial decision.
§ VII · Contact
Complaints desk: complaints@castrarisk.ai. By post: Castra Risk Underwriters LLC, Complaints Desk, Los Angeles, California, United States.