We try to live up to our customer promise by setting ourselves high standards. However, there are sometimes cases in which you may feel that your experience with us was not up to the standard you were expecting. If this happens, we want you to tell us. We’ll do our best to put things right as soon as possible or explain something we could have made clearer.
If you purchased your policy before the 4th February 2022, please follow the complaints process outlined in your policy wording document.
If you purchased your policy after the 4th February 2022, the below applies if you wish to file a complaint:
If your complaint relates to sales messaging, the way in which your policy was sold to you, the medical screening service or regarding information about your policy, please contact:
1 Tower View
Telephone: 0333 005 1072
Open: 9am – 5pm Monday – Friday
If your complaint relates to a claim, or assistance that you received whilst travelling, please contact:
Collinson Insurance Services Limited
Telephone: 0333 333 9702
If your complaint relates to the end supplier sections of cover or claims, please contact:
End Supplier Complaints (IPP)
Liberty Mutual Insurance Europe SE, 20 Fenchurch Street, London, EC3M 3AW.
Telephone: 0203 758 0840
What information do I need to provide to make a complaint?
Make sure you tell us your name and policy reference number, claims number or assistance reference. We’ll also need to know the reason for your complaint, and how best to contact you.
How long do I have to wait for a response?
We will acknowledge receipt of your complaint within 5 working days. Our complaints team will then investigate and respond to your compliant as soon as possible. You will receive a final response in writing from us within 8 weeks.
If you’re not happy with our response to your complaint
If you feel we’ve not considered all of your issues or you can provide further information, please let us know and we’ll be happy to review it. But if you’re unhappy with the outcome or we’ve been unable to resolve it within 8 weeks you can ask the Financial Ombudsman Service (FOS) to carry out an independent review of your complaint. FOS is an agency for arbitrating on unresolved complaints between regulated firms and their clients. The service provided by the FOS is free and impartial and contacting them does not affect your legal rights. If you decide to contact them, you should do so within 6 months of our response letter.
You can contact them by:
UK: 0300 123 9123 or 0800 023 4567
Abroad: +44 20 7964 0500
Financial Ombudsman Service
Their website also has a great deal of useful information: