If you have a question, why not check our frequently asked questions to see if it has already been answered? Alternatively, you can contact us using any of the options below:
Please email [email protected]. We will endeavour to respond within 24 hours. However, please allow more time for a response at weekends and on Bank Holidays.
You can call the customer service team on 01268 200020, Monday to Friday 9:00am until 5pm. Please note – this is not a claims line phone number. Calls are charged up to 5p per minute from BT landlines.
Please make sure you have the correct number matching your insurance policy. Our Claims team will need to verify that you have a live policy and that you are eligible to make a claim; please ensure you have your policy number at hand.
We aim to provide you with a first class claims handling service. If, however, there is an occasion when you feel that the service has fallen short of your expectations, please contact us via email/post with the details of your complaint so that we can do our best to resolve the problem.
If you have any disability that makes communication difficult, please tell us and we will be pleased to help.
We will contact you within five days of receiving your complaint to inform you of what action we are taking. We will try to resolve the problem and give you an answer within four weeks. If it will take us longer than four weeks, we will tell you when you can expect an answer. If we have not given you an answer in eight weeks, we will tell you how you can take your complaint to the Financial Ombudsman Service for review. This complaints procedure does not affect any legal right you have to take action against us.
Once you have received your final response from us, and if you are still not satisfied you can contact the Financial Ombudsman Service:
Financial Ombudsman Service,
South Quay Plaza,
183 Marsh Wall, London,
By telephone on 0845 080 1800 or 0300 123 9 123 or
Email: [email protected]