Contact us




If you are one of our customers, for the quickest response please contact the branch in the country where your policy is held using details on your documentation.

If you have a business related query please contact us using the Following contact form. This email account is monitored Monday to Friday 9am to 5pm.



Making a Complaint

Our aim is to make sure all our customers get the best possible service.  However, we recognise that sometimes we don’t get things right.  If you have experienced a problem we will aim to resolve this as quickly and as fairly as possible.

You can write or ring us using the contact details in you policy documentation or alternatively you can e-mail us at Please include details of your policy/claim number if appropriate.

We aim to sort out your concern as quickly as possible but if it cannot be resolved straight away we will acknowledge your complaint and let you know when you can expect a response.  However, if it seems as if the matter is going to take longer to look into we will contact you with an update and an expected date of response within 20 working days. 

The Financial Ombudsman Service

If we haven’t been able to resolve your complaint within eight weeks, or you’re not satisfied with the resolution, you can refer your complaint to the Financial Ombudsman Service.  If you receive a final response letter from us and you want to contact the Financial Ombudsman Service, you will need to do this within six months from the date of our final response.

The Financial Ombudsman Service aims to resolve complaints that consumers and financial organisations haven’t been able to resolve between themselves. To find out more visit

You can contact the Financial Ombudsman Service:

By phone:           0300 123 9 123

In writing at:

The Financial Ombudsman Service
Exchange Tower
E14 9SR

Or by email:

Online Dispute Resolution (ODR)

Additionally if you have bought a policy online you can submit a complaint here through the ODR website:

The ODR has been set up by the European Commission to help consumers within the EU who are unhappy with the goods or services they have bought online.

They will then forward your complaint on to the Financial Ombudsman Service (FOS) in order to help you get your complaint resolved.