Your policy wording and Insurance Product Information Document (IPID) will confirm the underwriter of your travel insurance policy. Please select the relevant insurer below to view the FAQ information that applies to your policy.
Inter Partner Assistance S.A.
The following FAQ provides information about travel insurance policies underwritten by Inter Partner Assistance S.A. If your policy wording and IPID confirm that Inter Partner Assistance S.A. is your insurer, this FAQ information is relevant to your policy.
We aim to provide the highest standard of service to every customer.
If our service has not met your expectations, we want to hear about it so we can try to put things right.
All complaints we receive are taken seriously. The following will help us understand your concerns and give you a fair response.
Claims and medical assistance complaints
If your complaint relates to:
- a claim you are trying to make (apart from Gadget Cover claims)
- a claim you have made and are awaiting an update for (apart from Gadget Cover claims)
- medical assistance you received while on a trip
The AXA Assistance team will need to receive and review the details of your complaint.
You can contact the AXA Assistance team by:
- Email at claimcomplaints@axa-travel-insurance.com
- Phone on 01737 815 227
- Post to:
AXA Travel Insurance, Head of Customer Care, The Quadrangle, 106-118 Station Road, Redhill, Surrey, RH1 1PR, United Kingdom
Gadget Cover complaints
If your complaint relates to the Gadget Cover section of your policy, or a claim you made for Gadget Cover, please use our online contact form to ensure you're directed to the appropriate team and receive a response as quickly as possible.
When the complaints team has received your details, they will register your complaint and be in touch with you throughout the process.
Policy administration and customer service complaints
If your complaint relates to:
- purchasing or making change to your insurance policy
- your experience using our website and online forms
- customer service you received when contacting the Coverwise call centre
Please contact our Sales and Service team by:
- Email at info@coverwise.co.uk
- Phone on 01903 255 650
- Post to: The Operations Manager, 4th Floor, Southfield House, 11 Liverpool Gardens, Worthing, West Sussex, BN11 1RY
Alternatively, if you would prefer to provide the details of your complaint online, please visit our Contact Us form and select the relevant option.
What to provide when making your complaint
To help the complaints teams investigate your complaint quickly and thoroughly, please be sure to provide:
- Your claim number (if applicable)
- Your Coverwise policy number (if applicable)
- Your full name, email address, phone number and postal address
- Details of your experience and the reason you would like to make a complaint
- Copies of supporting material (if applicable)
The Financial Ombudsman Service
If you remain dissatisfied following the final written response you receive, you may be eligible to refer your case to the Financial Ombudsman Service (FOS).
The FOS is an independent body that arbitrates on complaints about general insurance products. You have 6 months from the date of the final written response you receive to refer your complaint to the FOS, and doing so does not affect your right to take legal action.
You can contact the FOS by:
AWP P&C S.A
The following FAQ provides information about travel insurance policies underwritten by AWP P&C S.A., which is part of the Allianz Group. If your policy wording and IPID confirm that AWP P&C S.A. is your insurer, this FAQ information is relevant to your policy.
How do I make a complaint?
We aim to provide the highest standard of service to every customer.
If our service has not met your expectations, we want to hear about it so we can try to put things right.
All complaints we receive are taken seriously. The following will help us understand your concerns and give you a fair response.
Making your complaint
Claims and medical assistance complaints
If your complaint relates to:
- a claim you are trying to make (apart from Gadget Cover claims)
- a claim you have made and are awaiting an update for (apart from Gadget Cover claims)
- medical assistance you received while on a trip
The Allianz Customer Service team will need to receive and review the details of your complaint.
You can contact the Allianz Customer Service team by:
- email at customersupport@allianz-assistance.co.uk
- phone on 020 8603 9853
- post to Customer Service, Allianz, 102 George Street, Croydon, CR9 6HD
Gadget Cover claims
If your complaint relates to the Gadget Cover section of your policy, or a claim you have made for Gadget Cover, the Bolttech Complaints team will need to receive and review the details of your complaint.
You can contact the Bolttech Complaints team by:
- email at complaints_uk@bolttech.eu
- phone on 0808 178 7592
- post to Bolttech, 27 Old Gloucester Street, London, WC1N 3AX
Policy administration and customer service complaints
If your complaint relates to:
- purchasing or making change to your insurance policy
- your experience using our website and online forms
- customer service you received when contacting the Coverwise call centre
Please contact our Sales and Service team by:
- Email at info@coverwise.co.uk
- Phone on 01903 255 650
- Post to: The Operations Manager, 4th Floor, Southfield House, 11 Liverpool Gardens, Worthing, West Sussex, BN11 1RY
Alternatively, if you would prefer to provide the details of your complaint online, please visit our Contact Us form and select the relevant option.
What to provide when making your complaint
To help the complaints teams investigate your complaint quickly and thoroughly, please be sure to provide:
- Your claim number (if applicable)
- Your Coverwise policy number (if applicable)
- Your full name, email address, phone number and postal address
- Details of your experience and the reason you would like to make a complaint
- Copies of supporting material (if applicable)
The Financial Ombudsman Service
If you remain dissatisfied following the final written response you receive, you may be eligible to refer your case to the Financial Ombudsman Service (FOS).
The FOS is an independent body that arbitrates on complaints about general insurance products. You have 6 months from the date of the final written response you receive to refer your complaint to the FOS, and doing so does not affect your right to take legal action.
You can contact the FOS by:
- Email at complaint.info@financial-ombudsman.org.uk
- Phone on 0800 023 4567
- Post to: The Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9SR