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 0871 271 0700*.
Customer Relations Manager
Stockton on Tees
*Calls will be charged at 10p per minute from a BT Landline. Calls from other networks
or from outside the UK may vary.
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.
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
Tel: 0300 123 9123 or 0800 023 4567
Fax: 020 7964 1001
Our promise to you
- 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
- 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
- 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.
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
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
If you have any doubts about the cover we provide or you would like more information,
please visit Any Questions.