Making a Claim
The quickest and easiest way to make a claim is online. Alternatively you can register a claim by telephone, or writing to the address below.
0345 074 4788
Unit 8, Caxton Road
You should register your claim as soon as possible but within 30 days following the discovery of the incident (or in the event of the incident occurring outside of the United Kingdom, as soon as reasonably possible upon your return to the United Kingdom).
Making A Complaint
It is the intention to give you the best possible service but if you do have any questions or concerns about this insurance or the handling of a claim you should in the first instance contact The Customer Services Director. The contact details are:
Claims Administrators Customer Relations
Unit 8, Caxton Road
Telephone: 0345 074 4788
Please ensure your policy number is quoted in all correspondence to assist a quick and efficient response.
The claim administrators will make every effort to resolve your complaint immediately. If they cannot resolve your complaint by the end of the next working day they will acknowledge your complaint within 5 days of receipt and will do their best to resolve the problem within four weeks by sending you a final response letter.
If they are unable to resolve your complaint in this time they will write to advise you of progress and will endeavour to resolve your complaint within the following four weeks.
If you are still dissatisfied after receiving their final response letter you may refer your complaint to the Financial Ombudsman Service at the following address:
Financial Ombudsman Service
Harbour Exchange Square
You have the right of referral within six months of the date of your final response letter. Whilst we and our UK service providers are bound by the decision of the Financial Ombudsman Service, you are not. Following the complaints procedure above does not affect your right to take legal action.