Customer Service

Swiftcover do everything possible to make sure that you receive a high standard of service.

If you are not satisfied with our general customer service, please contact:
Email: help@swiftcover.com Tel: 0871 271 0715
Post: Customer Services Manager, Swiftcover, Swift Court, Fudan Way,
Stockton-On-Tees, TS17 6EN.

If you are not satisfied with our general claims service, please contact:
Email: swiftclaims@inter-group.co.uk Tel: 0871 271 2800
Post: Claims Manager, Swiftcover c/o Inter Group Claims Services, Waverley House, Farnham Business Park, Weydon Lane,
Farnham, Surrey, GU9 8QT.

If you are not satisfied with our Personal Liability and Legal Expenses claims service, please contact:
Email: swiftlegal@pandtlcm.com Tel: 0871 271 4020
Post: Swiftcover Legal Claims Team, c/o P&T Liability Claims Management, UK Underwriting Limited, 2 Gibraltar House,
Bowcliffe Road, Leeds LS10 1HB.

In the event you remain dissatisfied and wish to make a complaint, you can do so by contacting the following:
The Head of Claims, UK Underwriting Limited, 2 Gibraltar House,
Bowcliffe Road, Leeds, LS10 1HB.

If it is not possible to reach an agreement, you have the right to make an appeal to the Financial Ombudsman Service. You may contact the Financial Ombudsman Service at: South Quay Plaza, 183 Marsh Wall, Docklands,
London, E14 9SR. Tel : 0845 080 1800
This does not affect your statutory rights.

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.