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.

For complaints relating to sections A and B of this insurance:

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

1. If your complaint relates to a claim on your policy or the Emergency and Medical assistance provided, please contact the Customer Insights Manager at Travel Insurance Facilities by telephone, mail or email at:

Customer Insights Manager
TIF Group
1 Tower View
Kings Hill
West Malling
ME19 4UY

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

2. If your complaint relates to the sale of your policy, please contact Explorer Travel Insurance by telephone, mail or email at:

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

Telephone 0345 373 0253 or 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).

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

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Tel: 0800 023 4567 – from UK landline Tel: 0300 123 9123 – from UK mobile

Email:complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk


For complaints relating to section C insurance – Optional Gadget cover:

1. If your complaint relates to a claim, please direct it to:

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

Email: gadgetcomplaints@davies-group.com
Telephone: 0345 0744788

2. If your complaint relates to the sale of your policy, please direct it to:

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

Telephone 0345 373 025
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


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 ending 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:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Tel: 0800 023 4567 – from UK landline Tel: 0300 123 9123 – from UK mobile

Email:complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk