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0333 207 0506

Complaints Procedure – Policies Underwritten by Chaucer Insurance Company DAC


For policies issued prior to 2019 – Residents of Spain


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

If we are unable to resolve your complaint immediately, we will send you a written acknowledgment within two days of receipt. We will then investigate your complaint and, in most cases, send you a full response in writing within two weeks of receipt.

In exceptional cases, where we are unable to complete our investigations within two weeks, we will send you a full written response as soon as we can, and in any event within four weeks of receipt of your complaint.

Should you remain dissatisfied with the final response from Chaucer or if you have not received a final response within two months of the complaint being made, you may:

(i)                  submit the dispute to arbitration in accordance with the terms of articles 57 and 58 of Spanish Royal Legislative Decree 1/2007 on the Protection of Consumers; or

(ii)                agree with Chaucer to submit the dispute to a mediator under the terms of Spanish Law 5/2012 of 6 July on the Mediation of Civil and Commercial Matters; or

(iii)               bring a claim before the Court of first instance corresponding to your domicile in accordance with section 24 of the Spanish Insurance Contract Act.

You may also be eligible to refer your complaint to the Directorate General of Insurance in Spain, whose contact details are as follows: Dirección General de Seguros y Fondos de Pensiones (Servicio de Reclamaciones) Paseo de la Castellana, 44, 28046 Madrid Spain Tel: 902 19 11 11 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.


Complaining to the Financial Services Ombudsman in Ireland If you are dissatisfied with our response, then you can raise the matter with the Financial Services Ombudsman’s Bureau, an independent body that adjudicates on complaints, at the following address:

Financial Services Ombudsman

Third Floor

Lincoln House

Lincoln Place

Dublin 2

T +353 1 662 0899


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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