Complaints Procedure

We are committed to providing a high level of customer service. If you do not feel we have delivered this, we would welcome the opportunity to put things right for you. Many concerns can be resolved straight away.

Please get in touch with the relevant party shown below, as they may be able to provide you with an immediate response.

  1. Does your complaint relate to a claim?

    For complaints relating to Scheduled Airline Failure only:

    1. In the first instance, please contact:

      Compliance Office
      Liberty Mutual Insurance Europe SE
      20 Fenchurch Street
      London
      EC3M 3AW

      Telephone +44 (0) 20 3758 0840
      Email: complaints@libertyglobalgroup.com

      Please make sure that you quote your policy number, which can be found on your policy schedule.


    2. If, after making a complaint, you are still not satisfied you may have the right to contact the Financial Ombudsman Service (FOS) at the following address:

      Financial Ombudsman Service
      Exchange Tower
      London
      E14 9SR

      Telephone 0800 023 4567- From UK Landline
      Telephone 0300 123 9123- From UK Mobile
      Email: complaint.info@financial-ombudsman.org.uk
      Website: www.financial-ombudsman.org.uk

      Please make sure that you quote your policy number, which can be found on your policy schedule.

      To confirm whether you are eligible to ask the Financial Ombudsman Service to review your complaint please contact them at:
      www.financial-ombudsman.org.uk/consumers/how-to-complain

      Making a complaint will not affect your right to take legal action.

    3. For complaints relating to optional Gadget cover only:

      1. In the first instance, please contact:

        The Customer Services Director
        Davies Group Limited
        Unit 8
        Fulwood Business Park
        Caxton Road
        Preston
        PR2 9NZ

        Telephone 0345 074 4788
        Email: gadgetcomplaints@davies-group.com

      2. When you make contact please provide the following information:

        • Your name, address and postcode, telephone number and e-mail address (if you have one)
        • Your policy and/or claim number, and the type of policy you hold
        • The reason for your complaint

        We will make every effort to resolve your complaint immediately. If we cannot resolve your complaint by the end of the next working day, we will acknowledge your complaint within 5 days of receipt and will do our best to resolve the problem within four weeks, by sending you a final response letter.

        If we are unable to resolve your complaint in this time, we will write to advise you of progress and will endeavour to resolve your complaint within the following four weeks.

        If you are still dissatisfied after receiving our final response letter, you may refer your complaint to the Financial Ombudsman Service at the following address

        Financial Ombudsman Service
        Exchange Tower
        London
        E14 9SR

        Telephone 0800 023 4567- From UK Landline
        Telephone 0300 123 9123- From UK Mobile
        Email: complaint.info@financial-ombudsman.org.uk
        Website: www.financial-ombudsman.org.uk

        You have the right of referral within six months of the date of your final response letter. Whilst we and our UK service providers are bound by the decision of the Financial Ombudsman Service, you are not. Following the complaints procedure above does not affect your right to take legal action.

      For complaints relating to all other sections of cover:

      1. In the first instance, please contact:

        The Complaints Officer
        Claims Settlement Agencies
        308-314 London Road
        Hadleigh
        SS7 2DD

        Telephone 01702 553443
        Email: info@csal.co.uk

        When you make contact please provide the following information:

        • Your name, address and postcode, telephone number and e-mail address (if you have one)
        • Your policy and/or claim number, and the type of policy you hold
        • The reason for your complaint

        Any written correspondence should be headed ‘COMPLAINT’ and you may include copies of supporting material.

        If we are unable to resolve your complaint immediately, we will send you a written acknowledgement within two (2) days of receipt. We will then investigate your complaint and, in most cases, send you a full response in writing within two (2) weeks of receipt.

        In exceptional cases, where we are unable to complete our investigations within two (2) weeks, we will send you a full written response as soon as we can, and in any event within four (4) weeks of receipt of your complaint.

      2. If you are dissatisfied with our response, then you can raise the matter with the Financial Services and Pensions Ombudsman (FSPO), an independent body that adjudicates on complaints, at the following address:

        Financial Services and Pensions Ombudsman
        Lincoln House
        Lincoln Place
        Dublin 2
        D02 VH29

        Telephone +353 1 567 7000
        Telephone 0300 123 9123- From UK Mobile
        Email: info@fspo.ie
        Website: www.fspo.ie

  2. Does your complaint relate to your policy?

    For complaints relating to all sections of cover:

    1. In the first instance, please contact:

      The Managing Director
      Explorer Travel Insurance
      Suite 9, Chalkwell Lawns
      648-656 London Road
      Westcliff on Sea
      SS0 9HR

      Telephone 0345 373 0253
      Email: enquiries@explorerinsurance.co.uk

      When you make contact please provide the following information:

      • Your name, address and postcode, telephone number and e-mail address (if you have one)
      • Your policy and/or claim number, and the type of policy you hold
      • The reason for your complaint

      Any written correspondence should be headed ‘COMPLAINT’ and you may include copies of supporting material.

      If we are unable to resolve your complaint immediately, we will send you a written acknowledgement within two (2) days of receipt. We will then investigate your complaint and, in most cases, send you a full response in writing within two (2) weeks of receipt.

      In exceptional cases, where we are unable to complete our investigations within two (2) weeks, we will send you a full written response as soon as we can, and in any event within four (4) weeks of receipt of your complaint.

    2. If you are dissatisfied with our response, then you can raise the matter with the Financial Ombudsman Service (FOS).

      The FOS is an independent body that arbitrates on complaints about general insurance products. You have six (6) months from the date of our final response to refer your complaint to the FOS.

      If we cannot resolve your complaint, you may refer it to Financial Ombudsman Service (FOS) at the following address:

      Financial Ombudsman Service
      Exchange Tower
      London
      E14 9SR

      Telephone 0800 023 4567- From UK Lnadline
      Telephone 0300 123 9123 - - From UK Mobile
      Email: complaint.info@financial-ombudsman.org.uk
      Website: www.financial-ombudsman.org.uk

      Complaints about non-insured events and your travel arrangements must be referred to your travel organiser.

      You have the right of referral within six months of the date of your final response letter. Whilst we and our UK service providers are bound by the decision of the Financial Ombudsman Service, you are not. Following the complaints procedure above does not affect your right to take legal action.