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 Policy Wording. If your policy is older than the current Policy Wording, please contact us or refer to your particular policy.

Any information contained on this website is general advice only and has been prepared without taking into account your objectives, financial situation or needs. You should consider these having regard to the Policy Wording.