How do I make a complaint?

We are committed to treating our customers fairly. However, we realise that there may be times when things go wrong. If this happens, please let us know by using the contact details below.

For complaints about claims or medical emergency services contact:

Quality Department 

Collinson Insurance Solutions Europe Limited 

Kells Enterprise and Technology Centre,

Cavan Rd,


Co. Meath,

A82 E1C6


What information do I need to provide?

Please tell us your name and your travel insurance policy, claim number, or assistance reference. The reason for your complaint and how to contact you.

When happens next and how long do I have to wait for a response?

We will acknowledge receipt of your complaint within 5 working days. Our complaints team will then investigate and respond to your complaint as soon as possible. You will receive a final response in writing from us within 8 weeks.  

What happens if I’m not happy with the outcome of my complaint? 

If you remain dissatisfied after receiving our final response to your complaint, you may have the right to refer your complaint to the Financial Services and Pensions Ombudsman:

Financial Services and Pensions Ombudsman

Lincoln House,

Lincoln Place,

Dublin 2,

DO2 VH29

Telephone: (01) 567 7000