Making yourself heard
We’re dedicated to providing you with a high-quality service. So, if you ever feel that we, or anyone else related to your policy, haven’t provided a top-notch experience, please let us know.
If you have any questions or concerns about the handling of your claim please contact:
The Managing Director
ERGO Travel Insurance Services Limited
Sales and Customer Service
If your complaint is about the way your policy was sold, please contact:
Customer Services Manager
Avanti Travel Insurance
3-5 Rushmills Business Park
0333 006 3213
We aim to resolve the majority of complaints quickly and satisfactorily at this stage. In the unlikely event you are not happy with our final response you can take your complaint to the Financial Ombudsman Service.
If you remain dissatisfied you can contact:
The Financial Ombudsman Service
0300 123 9123 or 0800 023 4567
The Financial Ombudsman Service (FOS) is an independent organisation that deals with complaints about general insurance products and other financial service issues.
If you wish to take your complaint to the FOS you will need written confirmation from our internal complaints team that your complaint has been exhausted. You have six months from the date of our final response to refer your complaint to the FOS. Your referral to the FOS does not affect your right to take legal action.
Financial Services Compensation Scheme
We are covered by the Financial Services Compensation Scheme (FSCS), which means you could be entitled to compensation from this organisation if we fail to carry out our duty to you as a customer.
Information about this scheme is available at www.fscs.org.uk or by phone on 0800 678 1100 or 0207 741 4100.
European Commission Online Dispute Resolution (ODR) platform
You can also use the ODR platform if you bought your policy online.
Set up by the EU, this service helps you to make a complaint about goods or a service you bought by finding a neutral third party (‘dispute resolution body’) to handle your complaint.