Insure my travels
This month in
American Express® Explores
Travel Insurance complaints procedure
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, the service you have received or a claim on your policy, please contact AXA Travel Insurance (Complaints Department):
If your complaint is about the sale of your Travel Insurance policy from American Express Insurance Services, please contact:
This may have to change when new rules regarding simple complaints are introduced on 30/06/16.
FCA are extending the ‘next business day rule’, where firms are permitted to handle complaints less formally, without sending a final response letter, to the close of three business days after the date of receipt.
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:
|We accept the following major credit and debit cards|