Complaints Procedure

If our service does not meet your expectations, we want to hear about it so we can try to put things right.

All complaints we receive are taken seriously. The following will help us understand your concerns and give you a fair response.

Making your complaint

If your complaint relates to a claim on your policy, please contact by telephone, mail or email:

For policies purchased from 1st February 2018 onwards:

Quality and Improvements Manager
Travel Insurance Facilities
1 Tower View
Kings Hill
West Malling
ME19 4UY

Telephone 020 3829 6604
Email complaints@tif-plc.co.uk

For policies purchased between 1st February 2017 and 31st January 2018:

General Manager
Fogg Travel Insurance Services
Crow Hill Drive
Mansfield
NG19 7AE

Telephone 01623 631 331
Email complaints@foggtravelinsurance.com


If your complaint relates to the Emergency and Medical assistance provided, please contact by telephone, mail or email:

Quality and Improvements Manager
Travel Insurance Facilities
1 Tower View
Kings Hill
West Malling
ME19 4UY

Telephone 020 3829 6604
Email complaints@tif-plc.co.uk


If your complaint relates to the sale of your policy, please contact by telephone, mail or email:

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:

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

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

Financial Ombudsman Service

Should you remain dissatisfied following our written response, you may be eligible to refer your case to the Financial Ombudsman Service (FOS). The FOS is an independent body that arbitrates on complaints about general insurance products. You have six months from the date of our final response to refer your complaint to the FOS. This does not affect your right to take legal action.

If we cannot resolve your complaint you may refer it to the Financial Ombudsman Service at the address given below:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
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