Customer Charter
Our Customer Service Charter
Promise 1
When you write to us by email, we will respond within 1 business days of receiving it.
Promise 2
Your policy purchase will be acknowledged via an email receipt within 5 minutes.
Promise 3
Your insurance certificate will be sent as a pdf to your email address within 5 minutes.
Promise 4
When you request a change in policy details in writing we will process any endorsement and, if applicable, any additional premium within 3 business days.
Promise 5
To help maintain continuous coverage for annual multi-trip travel insurance, we will send your renewal notification at least 21 days prior to the expiry of your policy.
Promise 6
We will always try to resolve any disputes you may have, quickly and fairly, through our internal dispute resolution process. Should you not be satisfied with our decision, you will also have access to an independent external dispute resolution process.
Promise 7
We want you to understand exactly what you are covered for, so our website and your policy documentation will be in plain language.
Promise 8
We will send you any claim payment to which you are entitled within 10 business days of us agreeing to pay.
Promise 9
If your claim is invalid under the terms of insurance, we will provide you with a full explanation
Promise 10
We won't charge any administration fees for making changes or amendments to a policy.