You may expect a fast and friendly service from us. For example for alterations to your details or in settling a claim. If you have any questions, you can telephone, email or chat with our staff. They will be pleased to help in any way they can. Please note that you can only make changes to your insurance in writing (letter or e-mail).
When do I get a response?
Telephone or chat
If you telephone or chat during office hours (08.30 to 17.00) you will usually be able to speak to a member of staff directly. They will be able to help you in most instances. If it is very busy, you can leave a message, or a request to be called back, using the ‘call me back’ button on the bottom of your screen.
Letter or email
If you send us a letter or an email, you will receive a response within 10 working days. However, we may not manage to give a substantive response within this time, in which case we will let you know when you can expect an answer. We generally respond much more quickly.
|Answer a telephone request||Directly|
|Answer e-mails||Within 10 working days|
|Answer letters||Within 10 working days|
|Acceptance or change of insurance||Within 10 working days|
|Issuing statements and documents||Within 10 working days|
|Claim processing and payment||Within 10 working days|
|Complaint processing||Within 10 working days|
We have sub-contracted claim processing for certain types of insurance to ARAG and Unigarant.
|For claims||For complaints|
|Legal assistance insurance||ARAG||Within 2 working days *||Within 10 working days|
|Travel insurance||Unigarant||Within 10 working days||Within 10 working days|
|Household contents insurance||Unigarant||Within 10 working days||Within 10 working days|
|Third party insurance||Unigarant||Within 10 working days||Within 10 working days|
|Cancellation insurance||Unigarant||Within 10 working days||Within 10 working days|
|Personal accident insurance||Unigarant||Within 10 working days||Within 10 working days|
*confirmation of insurance cover