Travel Insurance

for people with medical conditions

Complaints

Able2Travel Travel Insurance aim to provide the highest standard of service to every customer. 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.

We have a fair and thorough internal complaints procedure which ensures all complaints are handled promptly and fairly. The first step is to contact the relevant department by phone, email or in writing following the instructions below.

Making a Complaint

For complaints relating to all sections other than sections 25 – Gadget Cover Option:

If your complaint relates to your policy, please contact:

Able2Travel Travel Insurance

C/O Voyager Insurance Services Ltd 13-21 High Street,

Guildford, Surrey, GU1 3DG.

Tel: 01483 562662 Fax: 01483 569676

Email: enquiries@voyagerins.com

Addressing any written complaint for the attention of the Managing Director.

Once the complaint has been received, it will be acknowledged, and we will be in touch within 5 working days. Where possible, we will always endeavour to get the issue resolved internally within 20 working days and if compensation or redress is felt to be appropriate, details of this will be provided to you.

However, if we feel that the complaint is unsupported, we will provide you with full reasons for this decision. If we are unable to respond to your complaint within 20 working days we will advise you of the reasons for this and provide a note of when you may expect a final response.

If your complaint relates to a claim, please contact:

Claims Settlement Agencies Ltd

308 London Road,Hadleigh, Benfleet,

Essex, SS7 2DD

Tel: 01702 746560 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.

Unable to resolve your complaint?

If you remain dissatisfied and wish to make a complaint, you can do so at any time by referring the matter to either Chaucer Syndicates Limited. The address of the complaints team at Chaucer is:

Chaucer Complaints,

Plantation Place, 30 Fenchurch Street,

London, EC3M 3AD

Tel: 020 7105 8161 Fax: 020 7105 8010 E-mail: complianceenquiries@chaucerplc.com

or the Complaints Team at Lloyd’s. The address of the Complaints Team at Lloyd’s is:

Complaints, Lloyd’s, One Lime Street,

London EC3M 7HA

Tel: 020 7327 5693 Fax: 020 7327 5225

E-mail: complaints@lloyds.com Website: www.lloyds.com/complaints

Details of Lloyd’s complaints procedures are set out in a leaflet “Your Complaint - How We Can Help” available at www.lloyds.com/complaints and are also available from the above address.

If you remain dissatisfied after Lloyd’s has considered your complaint, you may have the right to refer Your complaint to the Financial Ombudsman Service (FOS).

The contact details for the FOS are:

The Financial Ombudsman Service,

Exchange Tower, London, E14 9SR.

Telephone: 0800 0234 567 Email: complaint.info@financial-ombudsman.org.uk.

The FOS is an independent service in the UK for settling disputes between consumers and businesses providing financial services. You can find more information on the FOS at www.financial-ombudsman.org.uk

Making a complaint does not affect Your right to take legal action.

For Complaints Relating to Section 25 – Gadget Cover option:

If you do wish to complain, please note the 3 steps below, along with the relevant contact details for each step.

Please take special note that should you wish to direct your complaint directly to Lloyd’s in the first instance, you may do so by using the contact information referenced in Step 2 below.

Step 1:

In the first instance, if your complaint relates to a claim, please direct it to:

Stream Claims Services,

Copthall House,

Newcastle Under Lyme ST5 1EL Tel: 0161 974 1166

If your complaint does not relate to a claim, please direct it to:

Voyager Insurance Services Ltd

13-21 High Street, Guildford, Surrey, GU1 3DG.

Tel: 01483 562662 Fax: 01483 569676 Email: enquiries@voyagerins.com

Step 2:

Should you remain dissatisfied with the outcome of your complaint from Voyager or the claims administrator, your legal rights are not affected, and you may refer your complaint to Lloyd’s. Lloyd’s contact information is:

Complaints at Lloyd’s

Fidentia House Walter Burke Way

Chatham Maritime Kent,

ME4 4RN

Tel: +44 (0)20 7327 5693 Email: complaints@lloyds.com Website: www.lloyds.com/complaints

 Details of Lloyd’s complaints procedure are set out in a leaflet “How We Will Handle Your Complaint”, which is available at the website address above. Alternatively, you may ask Lloyd’s for a hard copy.

Step 3:

If you remain dissatisfied after Lloyd’s has considered your complaint, you may have the right to refer your complaint to the Financial Ombudsman Service. The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and businesses providing financial services.

The contact information is:

Financial Ombudsman Service

Exchange Tower

London

E14 9SR

Tel: 0800 0234 567 (calls to this number are free on mobile phones and landlines). Tel: 0300 1239 123 (calls to this number cost no more than calls to 01 and 02 numbers).

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

Alternatively, if you live in the UK and if you purchased your insurance online*, please note that you can, if you wish, also submit your complaint via the Online Dispute Resolution (ODR) Platform set up by the European Commission. This service has been set up to help residents in the European Economic Area (EEA), who have bought goods or services online, get their complaint resolved. You can access the ODR Platform by clicking on the following link: http://ec.europa.eu/consumers/odr/

This does not affect Your right to submit Your complaint following the process above. Please note that under current rules the European Commission will ultimately redirect Your complaint to the Financial Ombudsman Service.

"Online" includes all products sold via a website, email, telephone and social media amongst others with a digital element.

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Why Choose Able2Travel?

  • Specialists in travel insurance for people with existing medical conditions
  • Full Cover available for 1,000s of conditions
  • Instant cover by telephone or quick and easy online screening in a few minutes
  • Great value cover also available for you and everyone travelling with you