How do I make a Complaint under a Travel Insurance Policy ?

Answer:

The Complaints procedure will be set out in your policy document

In the event that you have a complaint you should  notify your Insurers and they should respond within 2 days acknowledging your complaint

Initial assessment of your claim should take 5 days and your Insurers if unable to resolve the claim because of the need to undertake further enquiries should advise you of the reason why and  give  an expected date for a response

If following their advice you are still unhappy with any aspect of the handling  of the claim you should write to the Chief Executive  of the Insurance Company advising them of the reason why you are dissatisfied.

If following review you are still dissatisfied with the Chief Executives Final decision you can refer the matter to the Financial Ombudsman Scheme.

The Financial Ombudsman will only consider the complaints if you have given your Insurers the opportunity to resolve the complaint.

If the complaint is not resolved within 40 days the Financial Ombudsman will accept a direct referral

Your Insurers are bound by the decision of the Financial Ombudsman but you are not. Following the complaints procedure does not affect your right to take legal action.

The Financial Ombudsman Site can be contacted by using the Link  Financial Ombudsman  

The Financial Ombudsman have produced a Consumer Leaflet giving advice on how to Complain   Consumer Leaflet

They also have a Complaint Form which you need to fill in to refer this matter to the Financial Ombudsman. The Form is available as a Word Document or a PDF Document

Complaint Form Word Doc

Complaint Form PDF Doc

What if I am still not happy with the Financial Ombudsman' s decision?

If Insurers have denied policy liability and you have referred the matter to the Financial Ombudsman and you consider that their decision is not justified you will have to speak to a Solicitor and seek advice as to whether you should look to pursue a legal action against your Insurers. Be mindful that the legal cost involved is significant and you may not win.

If your Insurers have accepted liability but disagree the amount they should pay most Home Insurance Policies include an Arbitration Clause whereby an Arbitrator should be appointed to decide the matter.

The choice of Arbitrator is agreed by both you and your Insurers.

You must wait for an Arbitrators decision before you can take any legal action against your Insurers.

What is the Financial Services Authority?

Answer:

In  2005 general insurance came under the control of the Financial Services Authority. Previously there was a voluntary system of regulation operated by the General Insurance Standards Council (GISC).

The FSA has specific responsibilities to consumers, to assist them in becoming better informed about financial matters 

The FSA's consumer help lines number is  0845 606 1234 there is also a dedicated consumer-orientated website - 

Financial Services Agency 

in the event that your Insurers are unable to meet their commitments or obligations. You may be entitled to compensation from the scheme de-pending upon the type of insurance and the circumstances at the time.

Further information about the scheme is available from the FSCS website

 Financial Services Compensation Scheme

or write to Financial Services Compensation Scheme 7th Floor LLoyds Chambers Portsoken Street London E18BN