Your Travel Insurance Policy - Post Office

Contract of InsuranceWe will always aim to resolve your complaint withinfour weeks of receipt. If we are unable to do this wewill give you the reasons for the delay and indicatewhen we will be able to provide a final response.We will review your complaint and do our best toaddress your concerns. If the matter is not resolvedto your satisfaction you can write to the FinancialOmbudsman Service and further information aboutthis can be found below.If you feel you have any cause for complaint regardingthe sales literature, the way in which your policywas sold to you, medical screening or regardingthe information and advice about your policy,please contact:Customer Services Post Office ®Travel InsuranceFreepost RLTY-KHYY-XLGRVaughan Way, Leicester LE1 4SBPost Office will review your complaint and do theirbest to address your concerns. If the matter isnot resolved to your satisfaction you can write tothe Financial Ombudsman Service and furtherinformation about this can be found below.If your complaint is concerning Section 11 -Travel Legal Guard, please write to us at;Customer Relations DepartmentAgeas Insurance Limited9 Whiteladies RoadClifton, Bristol BS8 1NNAlternatively, you can email us atlegalguardclaims@ageaslegalguard.co.ukWe will review your complaint and do our best toaddress your concerns. If the matter is not resolvedto your satisfaction you can write to the FinancialOmbudsman Service and further information aboutthis can be found below.If your complaint is concerning Section 17 - FinancialFailure Cover please contact International PassengerProtection Limited direct at;International Passenger Protection LtdIPP House, 22-26 Station RoadWest Wickham, Kent BR4 0PRIPP will review your complaint and do their best toaddress your concerns. If the matter is not resolvedto your satisfaction you can write to the FinancialOmbudsman Service and further information aboutthis can be found below.Contact the FinancialOmbudsman ServiceIf the appropriate party above cannot resolveyour complaint, you may refer your complaint tothe Financial Ombudsman Service. You can askthe Financial Ombudsman Service to review yourcomplaint if for any reason you are still dissatisfiedwith the final response, or if the appropriate partyhave not issued their final response within eightweeks from you first raising the complaint.You can contact the Financial Ombudsman Serviceat the address below, however they will only consideryour complaint once you’ve tried to resolve it with us.South Quay Plaza, 183 Marsh WallLondon, E14 9SRUsing this complaints procedure will not affect yourlegal rights.Financial ServicesCompensation SchemeWe are covered by the Financial ServicesCompensation Scheme (FSCS). If we cannot meetour obligations you may be entitled to compensationunder the scheme. For this type of policy the schemecovers 90% of any claim with no upper limit. Forfurther information see www.fscs.org.uk or telephone020 7892 7300.Part G – Claims ProcedurePlease ring and ask for a claim form as soon aspossible after an event which you may want toclaim for.The claims phone number is: 0845 602 5279The phone line is open 24 hours a day, 365 daysa year if you have to make a claim. (We may recordor monitor calls for training purposes or to improvethe quality of our service.)Fill in the claim form and return it with:• the relevant proof we need (see pages 25 and 26General Conditions 2. Proof you must provide)• your policy schedule and any policy endorsementsyou may have been givenAll the certificates, accounts, receipts, information andevidence you send must be in the form we ask for.Always send originals and not photocopies. You mustpay any costs involved in providing these documents.We will answer all correspondence within fiveworking days of receiving it.28