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What To Do If You Have A Complaint

If you have a complaint about how the policy was sold or administered, please contact the Administrator on any of the below:

  • In writing: InsuretheGap, 8 The Square, Stockley Park, Uxbridge, Middlesex, UB11 1FW
  • By telephone: 0203 5380686 By e-mail: customerservice@InsuretheGap.co.uk

In the unlikely event of a dispute occurring regarding the claims administration, the terms of the policy or the service received, you should contact the Customer Care Manager who will investigate the matter:

  • In writing: The Customer Relations Team, 1 Victoria Street, Bristol Bridge, Bristol, BS1 6AA
  • By telephone: 0330 400 1420
  • By e-mail: customerrelationsteam@mapfre.co.uk

The Claims Administrator will confirm receipt of your complaint within 5 working days and aim to resolve the problem within 8 weeks. If you remain dissatisfied with the way that your complaint has been dealt with, you may refer the matter to the Financial Ombudsman Service within 6 months of the date of the Administrator or Claims Administrator’s final response:

  • In writing: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
  • By telephone: 0800 023 4567

For more information please visit www.financial-ombudsman.org.uk

This procedure does not affect your statutory rights and is in addition to any other rights you may have to take legal proceedings. Financial Services Compensation Scheme MAPFRE ASISTENCIA is covered under the Financial Services Compensation Scheme. If the Insurer is unable to meet some of their liabilities and you make a valid claim, you may be entitled to compensation from the FSCS, depending on the type of business and circumstances of the claim.