We are committed to treating our customers fairly. However, we realise that there may be times when things go wrong. If this happens, please let us know by using the contact details below.
For complaints about claims (excluding Personal Belongings - Gadget) or medical emergency services contact:
If your complaint relates to a claim (excluding Personal Belongings – Gadget), or assistance you received whilst travelling, please contact:
Customer Relations
Collinson Insurance Services Limited
Sheencroft House
10-12 Church Road
Haywards Heath
RH16 3SN
Call: +44 (0) 204 625 4736
Email: Complaints@collinsoninsurance.com
If your complaint relates to a Gadget claim, please contact:
Customer Relations Officer
Taurus Insurance Services Limited
Suite 2209-2217 Eurotowers Europort Road,
Gibraltar
Email: gadget.complaints@taurus.gi
What information do I need to provide?
Please tell us your name and your travel insurance policy, claim number, or assistance reference. The reason for your complaint and how to contact you.
When happens next and 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 complaint as soon as possible. You will receive a final response in writing from us within 8 weeks.
What happens if I’m not happy with the outcome of my complaint?
You may have the right to refer your complaint to the Financial Ombudsman Service (FOS), free of charge – but you must do so within six months of receiving our final response. After this, they'll only be able to help in very limited circumstances.
Here's how to contact them:
The Financial Ombudsman Service
Exchange Tower Harbour
Exchange Square
London E14 9SR
Tel No. 0800 023 4567 if calling from a landline 0300 123 9123 from a mobile.
Visit the Financial Ombudsman Service website at www.financial-ombudsman.org.uk