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Customer Services
Get a faster response from a member of our team.
Opening hours Telephone Hours
  • Mon-Fri: 8:30am to 6pm
  • Sat: 9am to 5pm
  • Sun: closed
Alternatively, you can give us a call. You may be charged a £15 fee for making a change to your policy over the phone. You can make changes without additional charge by logging into MyAvanti.
Opening hours Telephone Hours
  • Mon–Fri: 8:30am to 8pm
  • Sat: 9am to 5:30pm
  • Sun: 10am to 4pm
Customer Services
Opening hours Telephone Hours
  • Mon - Fri: 8:30am to 6pm
  • Sat: 9am - 5pm
  • Sun closed
Alternatively, you can give us a call. You may be charged a £15 fee for making a change to your policy over the phone. You can make changes without additional charge by logging into MyAvanti.
Opening hours Telephone Hours
  • Mon - Fri: 8:30am to 6pm
  • Sat: 9am - 5pm
  • Sun closed
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Complaints.

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.

View our complaints data

Claims

If you have any questions or concerns about the handling of your claim please contact:

The Managing Director
ERGO Travel Insurance Services Limited
Afon House
Worthing Road
Horsham
West Sussex
RH12 1TL

[email protected]

Sales and Customer Service

If your complaint is about the way your policy was sold, please contact:

Customer Services Manager
Avanti Travel Insurance
Britannia House
3-5 Rushmills Business Park
Bedford Road
Northampton
NN4 7YB

[email protected]

0333 006 3213

 

Your complaint will be assigned to the Complaints Department who will acknowledge your complaint in writing within 5 days and issue a final response within 8 weeks. We aim to resolve the majority of complaints quickly and satisfactorily at this stage. If you believe your complaint hasn’t been handled appropriately, or you’re unhappy with the outcome, it may then be referred to the Financial Ombudsman Service. You’ll have six months to contact the FOS following our final response to your complaint.

If you remain dissatisfied you can contact:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

[email protected]

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.

Excellent

by Anthony O'Malley
“Wonderfully personal and ultra-professional service I received over the telephone from Sunita. In addition to exceptional product knowledge, she just oozed genuine care, compassion and empathy.”
by Ann
“I feel confident that if something does happen we will be well looked after.”
by Anthony Kendall
“Genuine help and courtesy particularly when having to discuss personal and delicate matters of past health situations. Myself and my wife feel reassured that we have the best cover that removes uncertainties.”
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