We love hearing from our customers – all of your feedback is considered and used to make a tangible impact on our new and existing products. to make a difference to our product offerings. We use complaints about service or journey to update the way we do business and interact with our customers. You can take a look at the work we have done over recent years to introduce a host of new or supplementary products and services across the business as a direct result of this approach.
Our approach to complaints
We pride ourselves on delivering a consistently high standard of service and if you are not satisfied we’d like to hear from you. We aim to manage complaints in quick and efficient manner and will contact you as soon as possible after receiving your complaint to inform you of what action we are taking. Please ensure your policy number is quoted in all correspondence and forward the details of your complaint to:
|Complaints related to travel insurance policy sales||Complaints related to travel insurance claims|
For complaints addresses relating to claims about other products including Home, Car, Holiday Home and Gadget Insurance please click here.
If you believe your complaint has not been handled satisfactorily it may then be referred to the Financial Ombudsman Service. The Ombudsman helps to resolve disputes between consumers and financial services organisations. The service is free and you can get in touch with them here.
If a complaint is in relation to an online purchase the E.U. Online Dispute Resolution platform can also be used. Anyone wanting to complain will be asked to contact the Financial Ombudsmen to deal with the complaint on receipt of our final response letter.
Staysure.co.uk Ltd complaints report
As Staysure is regulated by the Financial Conduct Authority, we are required to publish a report that summarises any complaints that we have received and their handling.
Name: Staysure Co Uk Ltd
Period covered in this report: 1 July – 31 December 2016
Trading name included: Travel Insurance Medical
|Number of complaints opened||Number of complaints closed||Number closed within 3 days||Number closed after 3 days but within 8 weeks||Percentage upheld||Main cause of complaints opened*|
|Banking and credit cards||0||0||0||0||0||0|
|Insurance and pure protection||973||973||880||92||22.4%||Category 5 (Other)|
|Decumulation and pensions||0||0||0||0||0||0|
*Complaints fall into one of five categories:
- Advising, selling & arranging
- Terms and disputed sums/charges
- General admin – customer service
- Arrears related
Number of complaints by volume of business:
|Number of complaints opened per 1,000 policies in force||Number of complaints per 1,000 policies sold|
|Insurance and pure protection||5.4||4.6|