How do I escalate the outcome of the claim?

If you are not happy with the outcome of the claim, you have a concern about this policy or the insurance services we provide, please let us know. If your complaint is about a travel insurance policy, claim, or the customer service we provide, please call us on 0800 468 220 or email details of your complaint to [email protected]

We will acknowledge your complaint and attempt to resolve it within 15 business days, if we have all necessary information and have completed any investigation required. If further information or investigation is required, we’ll agree reasonable alternative time frames with you.


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All FAQ answers are based on the current effective PDS. If your policy is older than the current effective PDS, please contact us or refer to the effective PDS at time of purchase for answers pertaining to your policy.