IbexInsurance Magellan Insurances Your local Ibex agent

Complaints

Last updated: 7 October 2026

We want you to be happy with your insurance and with our service. If something has gone wrong, please tell us: most problems are solved quickly with a phone call. If you're still not satisfied, you can take your complaint further as described below. The full procedure is also in your policy documents.

1. Tell us first

Call us on +34 965 322 834, email insurance [at] magellan.es, or come to our office at Centro Comercial La Fuente, Local 69, 03189 Orihuela Costa (Alicante), España. We'll try to solve the problem straight away, or pass it to Ibex Insurance for you.

2. Ibex Insurance

You can complain directly to Ibex Portugal – Corretora de Seguros, Unipessoal, Lda, which is responsible for the insurance we distribute on its behalf:

  • By post: Avenida Duarte Pacheco No 32, Almancil, Loulé, Algarve, 8135-104 Portugal
  • By email: complaints [at] ibexinsure.com
  • By phone: +351 219 429 416

Ibex Insurance confirms receipt within five working days and sends a final response within 15 days. If it needs longer, it will tell you when to expect an answer.

3. If you are not satisfied with the final response

The insurers of our policies are based in Malta. If you are not satisfied with the final response, or haven't received one within 15 days, you can refer your complaint to the Office of the Arbiter for Financial Services, which reviews complaints from private consumers free of charge:

Please quote your policy number. If the Arbiter can't deal with your complaint, you can use FIN-NET, the European network of out-of-court complaint schemes for cross-border disputes (FIN-NET).

Using these procedures does not affect your right to go to court.