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0333 207 0506

Complaints Procedure – Policies Underwritten by Chaucer Insurance Company DAC


For policies issued prior to 2020 – Residents of Cyprus


We are committed to providing you with an exceptional level of service and customer care. We realise that things can go wrong and there may be occasions when you feel that we have not provided the service you expected. If this happens, we want to hear about it so that we can try to put things right.


*If you have a complaint about the sale of your policy please contact:

Customer Care Manager

Citybond Suretravel

1 Tower View

Kings Hill

West Malling


ME19 4UY

United Kingdom

Or email:

Or call on: +44 (0) 333 207 0506


*Or if you would like to complain about the outcome of your claim, or assistance provided, please contact:

Quality and Improvements Manager

Travel Insurance Facilities

1 Tower View

Kings Hill

West Malling


ME19 4UY

United Kingdom

Or email:

Or call on: +44 (0) 203 829 6604


When you make contact please provide the following information;

* your name, address and postcode, telephone number and email 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.

Citybond Suretravel or Travel Insurance Facilities will acknowledge your complaint, in writing, within two business days of the complaint being received.

Citybond Suretravel or Travel Insurance Facilities will aim to provide you with their decision on your complaint, in writing, within 15 business days of the complaint being received.

If it is not feasible to make a decision within 15 business days, they will inform you about the reasons for the delay, in writing, before the end of the 15 business day time limit and advise you when they expect to provide you with their decision.


If you are still unable to resolve your complaint:

In the event you remain dissatisfied and wish to make a complaint, you can do so at any time by referring the matter to the complaints team at Chaucer, you can contact us direct by post, telephone or e-mail at the address below:

Chaucer Insurance Company DAC - Complaints

38 & 39 Baggot Street Lower

Dublin 2

D02 T938


T +353 1567 5580


Please quote the policy number shown on your schedule when you contact us.

The additional time taken by the insurer to provide you with its decision on the complaint will be within 30 business days from the end of the original 15 business day time limit.

Or should you remain dissatisfied with the final response from the above or if you have not received a final response within 3 months of the complaint being received, you may be eligible to refer your complaint to the Financial Ombudsman of the Republic of Cyprus.

The contact details are as follows:

Financial Ombudsman of the Republic of Cyprus

PO Box 25735

1311 Nicosia


Tel: +357 2284 8900




The complaints handling arrangements described above are without prejudice to your rights in law.


Complaints about non-insured events and your travel arrangements must be referred to your travel organiser.

Accepted conditions

The following medical conditions are automatically covered and you do not need to tell us about them, as long as you:
  1. have no other pre-existing medical conditions which are not listed below
  2. are not awaiting surgery for the condition
  3. have been fully discharged from any post-operative follow-up
Please click here to read the Special Terms

Special Terms

In addition to any Medical Condition on the list above, you may be automatically accepted for cover, provided You do not have more than ONE of the following Medical Conditions or ANY other Pre-existing Medical Condition.

Arthritis (Arthromyalgia, Joint Pains, Juvenile Arthritis, Osteoarthritis, Psoriatic Arthritis, Reiter's Syndrome, Rheumatism, Rheumatoid Arthritis, Still's Disease, Synovial Inflammation):
 • There must have been NO hospital admissions within the last 12 months.
 • No more than 2 medications.
 • No mobility aids (other than walking stick or frame).
 • Must NOT be awaiting surgery.
 • Must have NO lung problems.

Down's Syndrome:
 • There must be NO associated conditions or complications (e.g. congenital heart disease, epilepsy, gastrointestinal abnormalities)

Hypercholesterolaemia (High Cholesterol):
 • No more than 1 medication.
 • Must NOT be the inherited form.
 • Must have been a non-smoker for at least 12 months.

Hypotension (Low Blood Pressure):
 • Must NOT be associated with any underlying condition.

Osteoporosis (Osteopaenia, Fragile Bones, Thinning Bones):
 • There must have been NO vertebral (backbone) fractures

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