Our Promise

We aim to be fair and reasonable with you and provide a service that is quick and helpful.

We realise that occasionally things can go wrong and there may be times when you feel that we have not provided the service you expected. When this happens, we want to hear about it so that we can try and put things right.

We have set out the following procedure to try to deal with your complaint as quickly and efficiently as possible.

Step one - initiating your complaint

If your complaint relates to your policy:
you should contact the Swift Help Team by email to help@swiftcover.com or by calling 0871 230 9999^*. Please quote your policy number when detailing the reason for your complaint.

If your complaint relates to a claim on your policy:
you should contact the Swift Claims Team by email to claims@swiftcover.com or by calling 0871 984 3333^*. Please quote Your claim number when detailing the reason for your complaint.

Step two - contacting the insurer

If your complaint is one of the few that cannot be resolved at this stage contact the Director of Underwriting who will arrange for an investigation on behalf of the Chairman:

Underwriting Director, AXA Insurance UK plc, 74 Portsmouth Road, Cobham, Surrey KT11 1HY.

Step three - external referral

If we have given you our final response and you are still not satisfied you may be eligible to refer your case to the Financial Ombudsman Service(FSO). If applicable you will receive details of how to do this at the appropriate stage of the complaints process. The FOS is an independent body that arbitrates on complaints about general insurance products.
The Ombudsman can be contacted at:
Insurance Division, Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall London, E14 9SR
Tel: 0845 080 1800
Fax: 020 7964 1001
Contacting the FOS will not affect your right to take legal action against us.

*Calls will be charged at 10p per minute from BT landlines. Calls from other networks or from outside the UK may vary.

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