We aim to always provide you with a high standard of service, although we appreciate that there may be occasions where you feel it is necessary to make a complaint.
In the first instance, please direct your complaint to
InsureCancer, 76 Crooksbury Road, Farnham, GU10 1QD or telephone 01252 780190 or email
enquiries@insurecancer.com. If you are dissatisfied with the outcome, you may refer your complaint to our insurers.
For polices issues before 1st October 2024, please refer your complaint to Travelers Syndicate Management Limited and for policies commencing on or after October 1, 2024, any complaints should be directed to AXA XL Insurance Company Limited.
For policies issued before the 1st October 2024:
Travelers Syndicate Management Limited
One Creechurch Place
London
United Kingdom
EC3A 5AF
Tel: +44 (0) 20 3207 6000
E-mail:
CustomerRelations@travelers.comIn the event that you remain dissatisfied and wish to make a complaint, you can do so at any time by referring the matter to Lloyd’s of London.
Their address is:
Complaints
Lloyd’s of London
One Lime Street
London
EC3M 7HA
Tel No: 020 7327 5693
Fax No: 020 7327 5225
E-mail:
complaints@lloyds.comWebsite: 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.
The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and businesses providing financial services.
You can find more information on the Financial Ombudsman Service at www.financial-ombudsman.org.uk. Alternatively, you can write to them at Exchange Tower, Harbour Exchange Square London E14 9SR or call them on 0800 0234567.
For polices issues on or after 1st October 2024, please refer your complaint to the AXA XL complaints team at the address below:
Complaints Manager
AXA XL Complaints UK
20 Gracechurch Street
London
EC3V 0BG
United Kingdom
Telephone Number: +44 (0)20 7743 8487
Email:
axaxlukcomplaints@axaxl.comIf you have not received a final decision on your complaint within eight (8) weeks and/or if you are unhappy with the Insurer’s response to your complaint, you may refer your complaint to the relevant ombudsman service noted below, depending on your country of residence:
If you live in the United Kingdom, you may contact the Financial Ombudsman Service at:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
United Kingdom
Email:
complaint.info@financial-ombudsman.org.ukWeb: http://www.financial-ombudsman.org.uk/
From within the United Kingdom
Tel: 0800 0234 567 (free for people phoning from a "fixed line", for example, a landline at home) or 0300 1239 123 (calls to this number costs no more than calls to 01 and 02 numbers).
From outside the United Kingdom
Tel: +44 (0) 20 7964 0500
Fax: +44 (0) 20 7964 1001
Text Number: 07860 027 586 Call Back Service
If you live on the Isle of Man you may contact The Financial Services Ombudsman Scheme for the Isle of Man at:
The Financial Services Ombudsman Scheme for the Isle of Man
Thie Slieau Whallian
Foxdale Road
St John's, IM4 3AS
Isle of Man
Tel: +44 (0) 1624 686500
Fax: +44 (0) 1624 686504
Email:
ombudsman@iomoft.gov.imWeb: https://www.gov.im/oft/ombudsman/
If you live on the Channel Islands you may contact The Channel Islands Financial Ombudsman at:
Channel Islands Financial Ombudsman (CIFO)
P O Box 114
Jersey
JE4 9QG
Channel Islands
Tel (Jersey): 01534 748610
Tel (Guernsey): 01481 722218
Email:
enquiries@ci-fo.orgWeb: www.ci-fo.org
Financial Services Compensation Scheme
AXA XL Insurance Company UK Limited is covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the Scheme if the Insurer is unable to meet its obligations to you under this contract. If you are entitled to compensation under the Scheme, the level and extent of the compensation would depend on the nature of this contract. Further Information about the Scheme is available from the Financial Services Compensation Scheme (PO Box 300, Mitcheldean, GL17 1DY) and on their website: http://fscs.org.uk
All other terms, clauses and conditions remain unaltered. The above complaints process does not affect your right to take legal action.
