Complaints Procedure

Making a complaint

Swiftcover aims to provide the highest standard of service to every customer.

If our service does not meet your expectations, we want to hear about it so we can try to put things right.

All complaints we receive are taken seriously. The following will help us understand your concerns and give you a fair response.

Making your complaint

If your complaint relates to a claim on your policy, please contact the department dealing with your claim.

If your complaint relates to your policy, please contact the Swiftcover Help Team on 0330 024 6403.

Contact details:

Customer Relations Manager
Swift Court
Fudan Way
Stockton on Tees
TS17 6EN


When you make contact please provide the following information:

Your name, address and postcode, telephone number and e-mail address

Your policy and/or claim number, and the type of policy you hold

The reason for your complaint

Any written correspondence should be headed “COMPLAINT” and you may include copies of supporting material.

Beyond Swiftcover

Should you remain dissatisfied following our final written response, you may be eligible to refer your case to the Financial Ombudsman Service (FOS).

The FOS is an independent body that arbitrates on complaints about general insurance products. You have six months from the date of our final response to refer your complaint to the FOS. This does not affect your right to take legal action.

If we cannot resolve your complaint you may refer it to the Financial Ombudsmen Service at the address given below.

The Financial Ombudsmen Service
South Quay Plaza
183 Marsh Wall
E14 9SR

Tel: 0300 123 9123 or 0800 023 4567
Fax: 020 7964 1001

Our promise to you

We will

  • Acknowledge all complaints promptly.
  • Investigate quickly and thoroughly.
  • Keep you informed of progress.
  • Do everything possible to resolve your complaint.
  • Use this information from complaints to continually improve our service.

Fraud prevention and detection

To keep our premiums low we participate in a number of industry initiatives to prevent and detect fraud. To help prevent crime we may at any time:

  • Share information about you with other organisations and public bodies including the police;
  • Share information about you within the AXA Group and with other insurers;
  • Pass your details to recognised centralised insurance industry applications and claims checking systems where your details may be checked and updated;
  • Check your details with fraud prevention agencies and databases. If you give us false or inaccurate information and we suspect fraud, we may record this with fraud prevention agencies and cancel your policy;
  • Search records held by fraud prevention and credit agencies to:
    • Help make decisions about credit services for you and members of your household;
    • Help make decisions on insurance policies and claims for you and members of your household;
    • Trace debtors, recover debt, prevent fraud and to manage your insurance policies;
    • Check your identity to prevent money laundering;
    • Undertake credit searches and additional fraud searches.

Information on products and services

If you have given us permission, we and other companies may use your details to send you information about other products and services that may interest you or to carry out research.

Statement of demands and needs

We have not provided you with a personal recommendation as to whether this policy is suitable for your specific needs. This product meets the demands and needs of those who wish to ensure that their travel insurance requirements are covered.

Premium refund

We hope you are happy with the cover this policy provides. However, if after reading this policy wording, this insurance does not meet your requirements, please return it within 14 days of issue and we will refund your premium (subject to a £5 administration fee) provided no claims have been made on the policy during that time and you have not travelled

We may at any time cancel any insurance document by sending 7 days' notice to you at your last known address. Provided the premium has been paid in full you will be entitled to a proportionate rebate of premium in respect of the unexpired period showing on the Insurance. Please advise us in writing of your desire to do so.

No claims discount

On your return trip, as long as you have not made a claim, keep your insurance documents in a safe place and when you re-book with Swiftcover, we will give you a discount if you renew your Annual travel insurance.

Automatic renewal of annual policies

We will contact you next year with your renewal information. If we don't hear from you before your renewal date, we will automatically renew your policy using the payment details you have already provided (unless you have paid by Switch or Maestro), ensuring you remain covered. Of course, you will have the option not to renew, should you wish. If you do not wish to renew your policy, you should let us know via My Swift Space before your renewal date.

Contact us

If you have any doubts about the cover we provide or you would like more information, please visit Any Questions.