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Travel Insurance complaints procedure

Moneywise

We aim to provide a first class service at all times. However, if you have a complaint, in order to get your complaint dealt with as quickly and efficiently as possible, please ensure your complaint is directed to the right organisation.

If your complaint is about your Policy or a claim on your Policy, please contact:

AXA Travel Insurance (Complaints Department)

The Quadrangle
106-118 Station Road
Redhill
RH1 1PR
United Kingdom.

If your complaint is about service you have received from American Express Insurance Services, please contact:

American Express Insurance Executive Office
1 John Street, Brighton
East Sussex
BN88 1NH
United Kingdom

We aim to deal with your complaint quickly and efficiently and endeavour to resolve your concerns within 24 hours. In the event this is not possible, your complaint will be referred to a member of our Executive Team who will investigate and respond to your concerns.

We will send confirmation in writing within 5 working days that we have received your complaint, and how long it will take to investigate the matter fully. The aim of this team is to resolve the matter within 4 weeks, however more complex issues may take longer. Should your complaint be one of the few not resolved within this time we will keep you informed of the progress and provide you with a final response within 8 weeks of your contact. 

If for any reason your complaint is not resolved within 8 weeks, or you feel your complaint is not resolved to your satisfaction, you have the right to refer your case to the Financial Ombudsman Service for review.

The Financial Ombudsman Service is a free independent service set up by the Financial Conduct Authority to help you settle any dispute with companies regulated by them. Their contact details are:

Financial Ombudsman Service

Exchange Tower,
Harbour Exchange Square,
London,
E14 9SR
Telephone: 0845 080 1800
www.financial-ombudsman.org.uk