Complaints

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 sections A to I and sections K to S inclusive:

  1. In the first instance, please contact:

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

    Tel: 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

    Tel: +353 1 567 7000
    Email: info@fspo.ie
    Website: www.fspo.ie

For complaints relating to section J – (End Supplier Failure including Scheduled Airline Failure) only:

  1. In the first instance, please contact:

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

    Tel: +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

    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

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.


For complaints relating to section T – (Gadget cover) only:

  1. In the first instance, please contact:

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

    Tel: 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

    The Financial Ombudsman Service
    Exchange Tower
    London
    E14 9SR

    Tel: 0800 023 4567 From a UK landline
    Tel: 0300 123 9123 From a 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.


2. Does your complaint relate to your policy?

For complaints relating to sections A to T inclusive:

  1. In the first instance, please contact:

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

    Tel: 0345 548 2122
    Email: traveltime@traveltimeinsurance.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

    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

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.

TravelTime offers great value travel insurance.

Medical Cover

Up to £10 million

Emergency medical expenses

Cancellation Cover

24 hour

worldwide emergency assistance

Policy Excess

Up to £4,000

Cancellation Cover

Baggage Cover

Up to £2,000

Baggage Cover

* Cover limits are per person, per trip.