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info@citybond.co.uk
0333 207 0506

Complaints Procedure – Policies Underwritten by URV

 

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.

 

For travel claims and how your policy was sold:

Please write to:

Customer Insights Manager

Citybond Suretravel

1 Tower View

Kings Hill

West Malling Kent

ME19 4UY

By email: complaints@tifgroup.co.uk

By telephone: 0203 829 6604

 

For gadget claims:

Please write to:

Taurus Insurance Services Ltd

Suite 2209-2217

Eurotowers

Europort Road

Gibraltar

GX11 1AA

By email: complaints@taurus.gi

By telephone: 0203 829 6686

 

Please note that for complaints regarding Gadget Claims related to policies issued prior to the 1st January 2020 then the policyholder would need to submit their complaint as per below:

Customer Insights Manager

Citybond Suretravel

1 Tower View

Kings Hill

West Malling Kent

ME19 4UY

By email: complaints@tifgroup.co.uk

By telephone: 0203 829 6604

 

If you are still not satisfied with the outcome you may refer your case to the Financial Ombudsman Service:

Please write to:

The Financial Ombudsman Service

Exchange Tower

London

E14 9SR

By email: complaint.info@financial-ombudsman.org.uk By telephone: 0800 023 4567 from a landline or 0300 123 9123 from a mobile phone

Web: www.financial-ombudsman.org.uk

 

You are also able to use the EC On-line Dispute Resolution (ODR) platform at: https://ec.europa.eu/info/live-work-travel-eu/consumers/resolve-your-consumer-complaint_en who will notify FOS 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

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