This site uses cookies to improve your browsing experience. By continuing to use this site, you agree to our use of cookies. Find out more here.
0333 207 0506

Complaints Procedure – Policies Underwritten by Chaucer Insurance Company DAC


For policies issued prior to 2020 – Residents of Portugal


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


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 provide the following information with your complaint:

1. Your full name, identification number, address and telephone number;

2. Your capacity for making the complaint (namely if you act as policyholder, insured, beneficiary or represent any of them);

3. Policy number and/or claim reference number if applicable;

4. Details of any previous correspondence relating to the matter;

5. Details of the facts that caused the complaint identifying, if possible, the persons involved and the corresponding dates; and

6. Date and place of the complaint.

You shall receive an acknowledgment within 3 working days of receipt of your complaint, and you shall be provided with a decision in writing, within a maximum of 20 days from your complaint being received. This deadline may be extended to a maximum of 30 days in case the issue has a very complex nature.


In the event the matter is still not resolved to your satisfaction or in case you do not receive a decision on your complaint within 20 days from your complaint being received, or 30 days in case of issues with a very complex nature and you wish to pursue matters further, you may be able to refer the matter to the Ombudsman whose contact details are the following:

Financial Services Ombudsman

Third Floor

Lincoln House

Lincoln Place

Dublin 2

T +353 1 662 0899

The complaint shall contact the minimum information requirements referred to above.


The complaint shall be replied in within a maximum period of 30 days from being received by the Ombudsman which may be extended to 45 days in cases of issues with a very complex nature.


You may also be able to register your complaint to the Portuguese Insurance Supervisory Authority (“ASF” i.e. “Autoridade de Supervisäo de Seguros e Fundos de Pensöes”) whose contract details are as follows:

Av. da República, 76, 1600-205 Lisboa

Tel: (351) 21 790 31 00

Fax:(351) 21 793 85 68

Hotline: 808 787 787


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


You are also able to use the EC On-line Dispute Resolution (ODR) platform at who will notify the Financial Ombudsman Service on your behalf.


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

We are proud to work with