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info@citybond.co.uk
0333 207 0506

 

Complaints Procedure – Policies Underwritten by Chaucer Insurance Company DAC

 

For policies issued in 2020 – Residents of UK, Isle of Man & Gibraltar

 

We are committed to providing a high level of customer service. If you do not feel we have delivered this, we would welcome the opportunity to put things right for you.

 

Many concerns can be resolved straight away

Please get in touch with the relevant party shown below, as they may be able to provide you with an immediate response to your satisfaction.

 

1. Does your complaint relate to a claim?

a) In the first instance, please contact:

The Complaints Officer

Claims Settlement Agencies,

308-314 London Road,

Hadleigh,

Benfleet,

Essex

SS7 2DD

United Kingdom

Email: info@csal.co.uk

Tel: 01702 553443

When you make contact please provide the following information:

* Your name, address and postcode, telephone number and e-mail address (if you have one)

* 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.

If we are unable to resolve your complaint immediately, we will send you a written acknowledgement within two (2) days of receipt. We will then investigate your complaint and, in most cases, send you a full response in writing within two (2) weeks of receipt. In exceptional cases, where we are unable to complete our investigations within two (2) weeks, we will send you a full written response as soon as we can, and in any event within four (4) weeks of receipt of your complaint.

b) If you are dissatisfied with our response, then you can raise the matter with the Financial Services and Pensions Ombudsman (FSPO), an independent body that adjudicates on complaints, at the following address:

Financial Services and Pensions Ombudsman

Lincoln House

Lincoln Place

Dublin 2

D02 VH29

Telephone: +353 1 567 7000

Email: info@fspo.ie Website: www.fspo.ie

 

The complaints handling arrangements above are without prejudice to your right to commence a legal action or an alternative dispute resolution proceeding in accordance with your contractual rights.

 

2. Does your complaint relate to your policy?

a) In the first instance, please contact:

Citybond Suretravel

1 Tower View

Kings Hill

West Malling

Kent

ME19 4UY

Email: complaints@tifgroup.co.uk

Tel: 0203 829 6604

When you make contact please provide the following information:

* Your name, address and postcode, telephone number and e-mail address (if you have one)

* 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.

If we are unable to resolve your complaint immediately, we will send you a written acknowledgement within two (2) days of receipt. We will then investigate your complaint and, in most cases, send you a full response in writing within two (2) weeks of receipt.

In exceptional cases, where we are unable to complete our investigations within two (2) weeks, we will send you a full written response as soon as we can, and in any event within four (4) weeks of receipt of your complaint.

 

b) If you are dissatisfied with our response, then you can raise the matter with the Financial Ombudsman Service (FOS). The FOS is an independent body that arbitrates on complaints about general insurance products. You have six (6) months from the date of our final response to refer your complaint to the FOS.

If we cannot resolve your complaint, you may refer it to Financial Ombudsman Service (FOS) at the following address:

Financial Ombudsman Service

Exchange Tower

London

E14 9SR

Telephone: +44 207 964 1000 (if you’re calling from outside the UK)

Telephone: 0800 023 4567 – From UK Landline

Telephone: 0300 123 9123 – From UK Mobile

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

 

The complaints handling arrangements above are without prejudice to your right to commence a legal action or an alternative dispute resolution proceeding in accordance with your contractual rights.

If you purchased your policy online, you are also able to use the EC On-line Dispute Resolution (ODR) platform at http://ec.europa.eu/consumers/odr/ who will notify the Financial Services and Pensions Ombudsman on your behalf. Please note that this can only be used for complaints about purchases made online.

 

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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