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How to make a Complaint

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 may not have provided the service you expected.

If this happens we would like to hear about it so that we may try and put it right.

For further information and details of the process involved please refer to your policy wording.


Please choose from the brands below for contact details:

  1. Direct Travel Insurance
  2. Direct Travel - Gadget
  3. Direct Travel TI
  4. HolidayInsurance.com
  5. Go Insure
  6. Fit2Travel
  7. Spectrum
  8. Top Dog
  9. Flexicover
  10. AllSafe
  11. Direct 2 Insure
  12. Fit4Travel
  13. Freespirit
  14. Voyager

DIRECT TRAVEL INSURANCE

If your complaint relates to your policy or sales

Direct Travel Insurance, Digital House, Threshelfords Business Centre, Feering, Kelvedon, Colchester, Essex CO5 9SE

Email: enquiries@direct-travel.co.uk

Tel: 0330 880 3600

If your complaint relates to your claim

Claims Settlement Agencies, 308-314 London Road, Hadleigh, Benfleet, Essex SS7 2DD

Email: info@csal.co.uk

Tel: 01702 553 443

When you make contact please provide the following information;

  1. Your name, address and postcode, telephone number and e-mail address (if you have one).
  2. Your policy and/or claim number, and the type of policy you hold.
  3. 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 days of receipt. We will then investigate your complaint and, in most cases, send you a full response in writing within two weeks of receipt. In exceptional cases, where we are unable to complete our investigations within two weeks, we will send you a full written response as soon as we can, and in any event within four weeks of receipt of your complaint.

Complaining to the Financial Services Ombudsman in Ireland

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

If you purchased your policy online you are also able to use the EC On-line Dispute Resolution (ODR) platform at https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=EN 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.


DIRECT TRAVEL - GADGET INSURANCE (policies purchased from to 19 June 2019)

In the first instance, if your complaint relates to a claim, please direct it to:

Davies Managed Systems Limited, Telecom House, Trinity Street, Stoke-on-Trent, Staffordshire, ST1 5NA

Tel: 0344 856 2181

Email: newclaims.avid@davies-group.com

If your complaint does not relate to a claim, please direct it to:

Direct Travel Insurance, Digital House, Threshelfords Business Park, Feering, Colchester, Essex, CO5 9SE

Tel: 0330 880 3600

Email: enquiries@direct-travel.co.uk

Should you remain dissatisfied with the outcome of your complaint from your agent or the claims administrator, your legal rights are not affected and you may refer your complaint to Lloyd’s.

Lloyd’s contact information is:

Complaints at Lloyd’s, Fidentia House, Walter Burke Way, Chatham Maritime, Kent, ME4 4RN

Tel: +44 (0)20 7327 5693

Email: complaints@lloyds.com

Website: www.lloyds.com/complaints

Details of Lloyd's complaints procedure are set out in a leaflet "How We Will Handle Your Complaint", which is available at the website address above. Alternatively, you may ask Lloyd's for a hard copy.

If you remain dissatisfied after Lloyd's has considered your complaint, you may have the right to refer your complaint to the Financial Ombudsman Service. The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and businesses providing financial services.

The contact information is:

Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Tel: 0800 0234 567 (calls to this number are free on mobile phones and landlines).

Tel: 0300 1239 123 (calls to this number cost no more than calls to 01 and 02 numbers).

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

Website: www.financial-ombudsman.org.uk

Alternatively, if you live in the UK and if you purchased your insurance online*, please note that you can, if you wish, also submit your complaint via the Online Dispute Resolution (ODR) Platform set up by the European Commission. This service has been set up to help residents in the European Economic Area (EEA), who have bought goods or services online, get their complaint resolved. You can access the ODR Platform by clicking on the following link: https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=EN

This does not affect your right to submit your complaint following the process above. Please note that under current rules the European Commission will ultimately redirect your complaint to the Financial Ombudsman Service.

* "Online" includes all products sold via a website, email, telephone and social media amongst others with a digital element.


DIRECT TRAVEL TI

Policy/ Sales

Direct Travel Insurance, Digital House, Threshelfords Business Centre, Feering, Kelvedon, Colchester, Essex CO5 9SE

Email: enquiries@direct-travel.co.uk

Tel: 0330 880 3600

Claims

Claims Settlement Agencies, 308-314 London Road, Hadleigh, Benfleet, Essex SS7 2DD

Email: info@csal.co.uk

Tel: 01702 553 443

In the event you remain dissatisfied and wish to make a complaint, you can do so at any time by referring the matter to either the Complaints team at Chaucer Syndicates Limited or Lloyd’s:

Chaucer Complaints, Plantation Place, 30 Fenchurch Street, London EC3M 3AD

Email: complianceenquiries@chaucerplc.com

Should you remain dissatisfied with the response that you receive from us, you may if you wish, refer your complaint to Lloyd’s. Lloyd’s will investigate the matter and provide a final response. Lloyd’s contact details are as follows:

Complaints, Lloyd’s, One Lime Street, London, EC3M 7HA

Email: complaints@lloyds.com

Tel: +44 (0) 20 7327 5693

Fax: +44 (0) 20 7327 5225

Website: www.lloyds.com/complaints

Alternatively, should you remain dissatisfied with Lloyd’s final response, you may, if eligible, refer your complaint to the Financial Ombudsman Service (FOS). The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers an businesses providing financial services.

The FOS’s contact details are as follows:

Financial Ombudsman Service, Exchange Tower, London, E14 9SR

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

Tel: +44 (0) 300 123 9 123

Website: www.financial-ombudsman.org.uk


HOLIDAYINSURANCE.COM

In the first instance please contact:

Policy/ Sales

The Complaints Manager, holidayinsurance.com at Brokersure Ltd, Digital House, Threshelfords Business Centre, Feering, Kelvedon, Colchester, Essex CO5 9SE

Email: enquiries@brokersure.com

Tel: 01376 809178

Claims

Customer Insights Manager, URV, 1 Tower View, Kingshill, West Malling, Kent ME19 4UY

If you remain dissatisfied, you may have the right to refer your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service is an independent service in the United Kingdom for settling disputes between consumers and businesses providing financial services. You can find more information on the Financial Ombudsman Service (FOS) at:

Exchange Tower, London E14 9SR

Tel: 0300 123 9 123 or 0800 023 4567

Fax: 020 7327 5225

Website: www.financial-ombudsman.org.uk

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


GOINSURE

In the first instance please contact:

Policy/ Sales

The Complaints Manager, GoInsure at Brokersure Ltd, Digital House, Threshelfords Business Centre, Feering, Kelvedon, Colchester, Essex CO5 9SE

Email: enquiries@brokersure.com

Tel: 01376 809178

Claims

Customer Insights Manager, URV, 1 Tower View, Kingshill, West Malling, Kent ME19 4UY

If you remain dissatisfied, you may have the right to refer your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service is an independent service in the United Kingdom for settling disputes between consumers and businesses providing financial services. You can find more information on the Financial Ombudsman Service (FOS) at:

Exchange Tower, London E14 9SR

Tel: 0300 123 9 123 or 0800 023 4567 Fax: 020 7327 5225

Website: www.financial-ombudsman.org.uk

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


FIT2TRAVEL

In the first instance please contact:

Policy/ Sales

The Complaints Manager, Fit2Travel at Brokersure Ltd, Digital House, Threshelfords Business Centre, Feering, Kelvedon, Colchester, Essex CO5 9SE

Email: enquiries@brokersure.com

Tel: 01376 809178

Claims

Customer Insights Manager, URV, 1 Tower View, Kingshill, West Malling, Kent ME19 4UY

If you remain dissatisfied, you may have the right to refer your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service is an independent service in the United Kingdom for settling disputes between consumers and businesses providing financial services. You can find more information on the Financial Ombudsman Service (FOS) at:

Exchange Tower, London E14 9SR

Tel: 0300 123 9 123 or 0800 023 4567 Fax: 020 7327 5225

Website: www.financial-ombudsman.org.uk

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


SPECTRUM TRAVEL INSURANCE

In the first instance please contact:

Policy/ Sales

Customer Care Manager, Spectrum Travel Insurance, 109 Elmers Ed Road, Beckenham, Kent BR3 4SY

Email: quality@spectrumtravelinsurance.co.uk

Claims

Customer Insights Manager, Spectrum Travel Insurance, 1 Tower View, Kings Hill, West Malling, Kent ME19 4UY

Email: complaints@tif-pls.co.uk

Tel: 0203 829 6604

If you remain dissatisfied, you may have the right to refer your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service is an independent service in the United Kingdom for settling disputes between consumers and businesses providing financial services. You can find more information on the Financial Ombudsman Service (FOS) at:

Exchange Tower, London E14 9SR

Tel: 0300 123 9 123 or 0800 023 4567 Fax: 020 7327 5225

Website: www.financial-ombudsman.org.uk

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


TOP DOG

In the first instance please contact:

Policy/ Sales

Customer Care Manager, Top Dog Insurance, 109 Elmers Ed Road, Beckenham, Kent BR3 4SY

Email: mailto:quality@topdoginsurance.co.uk

Claims

Customer Insights Manager, Top Dog Insurance, 1 Tower View, Kings Hill, West Malling, Kent ME19 4UY

Email: complaints@tif-pls.co.uk

Tel: 0203 829 6604

If you remain dissatisfied, you may have the right to refer your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service is an independent service in the United Kingdom for settling disputes between consumers and businesses providing financial services. You can find more information on the Financial Ombudsman Service (FOS) at:

Exchange Tower, London E14 9SR

Tel: 0300 123 9 123 or 0800 023 4567 Fax: 020 7327 5225

Website: www.financial-ombudsman.org.uk

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


FLEXICOVER

In the first instance please contact:

Policy/ Sales

Customer Care Manager, Flexicover, 109 Elmers Ed Road, Beckenham, Kent BR3 4SY

Email: quality@flexicover.co.uk

Claims

Customer Insights Manager, Flexicover, 1 Tower View, Kings Hill, West Malling, Kent ME19 4UY

Email: complaints@tif-pls.co.uk

Tel: 0203 829 6604

If you remain dissatisfied, you may have the right to refer your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service is an independent service in the United Kingdom for settling disputes between consumers and businesses providing financial services. You can find more information on the Financial Ombudsman Service (FOS) at:

Exchange Tower, London E14 9SR

Tel: 0300 123 9 123 or 0800 023 4567 Fax: 020 7327 5225

Website: www.financial-ombudsman.org.uk

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


ALLSAFE

In the first instance please contact:

Policy/ Sales

AllSafe, Digital House, Threshelfords Business Centre, Feering, Kelvedon, Colchester, Essex CO5 9SE

Email: allsafeinsurance@brokersure.com

Tel: 0330 880 3604

Claims

Customer Insights Manager, URV, 1 Tower View, Kings Hill, West Malling, Kent ME19 4UY

Tel: +44 (0) 203 829 6604

If you remain dissatisfied, you may have the right to refer your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service is an independent service in the United Kingdom for settling disputes between consumers and businesses providing financial services. You can find more information on the Financial Ombudsman Service (FOS) at:

Exchange Tower, London E14 9SR

Tel: 0300 123 9 123 or 0800 023 4567 Fax: 020 7327 5225

Website: www.financial-ombudsman.org.uk

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


DIRECT2INSURE

In the first instance please contact:

Policy/ Sales

Direct2Insure, Digital House, Threshelfords Business Centre, Feering, Kelvedon, Colchester, Essex CO5 9SE

Email: enquiries@brokersure.com

The Complaints Officer, Claims Settlement Agencies, 308-314 London Road, Hadleigh, Benfleet, Essex SS7 2DD

Email: info@csal.co.uk

Tel: 01702 553 443

When you make contact please provide the following information;

  1. 1 - Your name, address and postcode, telephone number and e-mail address (if you have one).

  2. 2 - Your policy and/or claim number, and the type of policy you hold.
  3. 3 - 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 days of receipt. We will then investigate your complaint and, in most cases, send you a full response in writing within two weeks of receipt. In exceptional cases, where we are unable to complete our investigations within two weeks, we will send you a full written response as soon as we can, and in any event within four weeks of receipt of your complaint.

Complaining to the Financial Services Ombudsman in Ireland

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

If you purchased your policy online you are also able to use the EC On-line Dispute Resolution (ODR) platform at https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=EN 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.


FIT4TRAVEL

In the first instance please contact:

Policy/ Sales

Fit4Travel, Digital House, Threshelfords Business Centre, Feering, Kelvedon, Colchester, Essex CO5 9SE

Email: enquiries@brokersure.com

The Complaints Officer, Claims Settlement Agencies, 308-314 London Road, Hadleigh, Benfleet, Essex SS7 2DD

Email: info@csal.co.uk

Tel: 01702 553 443

When you make contact please provide the following information;

  1. Your name, address and postcode, telephone number and e-mail address (if you have one).
  2. Your policy and/or claim number, and the type of policy you hold.
  3. 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 days of receipt. We will then investigate your complaint and, in most cases, send you a full response in writing within two weeks of receipt. In exceptional cases, where we are unable to complete our investigations within two weeks, we will send you a full written response as soon as we can, and in any event within four weeks of receipt of your complaint.

Complaining to the Financial Services Ombudsman in Ireland

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

If you purchased your policy online you are also able to use the EC On-line Dispute Resolution (ODR) platform at https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=EN 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.


FREESPIRIT

If your claim relates to your policy sale please contact:

The Customer Service Manager, Free Spirit, Stansted House, Rowlands Castle, Hampshire, PO9 6DX

Email: customerservices@pjhayman.com

Tel: 023 9241 9833

Claims

Quality and Improvements Manager, URV, 1 Tower View, Kings Hill, West Malling, Kent ME19 4UY

Tel: +44 (0) 203 829 6604

If You are still not satisfied then you may be able to refer your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service is an independent service in the United Kingdom for settling disputes between consumers and businesses providing financial services. You can find more information on the Financial Ombudsman Service (FOS) at:

Exchange Tower, London E14 9SR

Tel: 0300 123 9 123 or 0800 023 4567 Fax: 020 7327 5225

Website: www.financial-ombudsman.org.uk

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


VOYAGER

In the first instance please contact:

Policy/Sales

InsuraTrip, C/O Voyager Insurance Services Ltd, 4th Floor, 13-21 High Street, Guildford, Surrey, GU1 3DG.

Telephone number 01483 80 66 68.

Email info@insuratrip.com.

Or, if you would like to complain about the outcome of your claim or assistance provided please forward details of your complaint in the first instance as follows:

Write to the Customer Insights Manager, URV, C/O Travel Insurance Facilities PLC, 1 Tower View, Kings Hill, West Malling, Kent, ME19 4UY

Telephone 0203 829 6604 or email complaints@tifgroup.co.uk who will review the claims office decision.

Should you remain dissatisfied following the final written response, you may be eligible to refer your case to the Financial Ombudsman Services (FOS). The FOS is an independent body that arbitrates on complaints about general insurance products. You have six months from the date of our final response to refer your complaint to the FOS. This does not affect your right to take legal action.

If we cannot resolve your complaint you may refer it to the Financial Ombudsman Service at the address given below.

Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9SR

You are also able to use the EC Online Disputes Resolutions (ODR) platform at http:// ec.europa.eu/consumers/odr/ who will notify FOS on your behalf.

Tel: 0800 023 4567 - UK landline. Tel: 0300 123 9123 - UK mobile. Email: href="mailto:complaints.info@financial-ombudsman.org.uk">complaints.info@financial-ombudsman.org.uk

Claiming Under section B14 End Supplier Failure

If your complaint is regarding the sale and administration of this section, please contact:

InsuraTrip, C/O Voyager Insurance Services Ltd, 4th Floor, 13-21 High Street, Guildford, Surrey, GU1 3DG.

Telephone number 01483 80 66 68.

Email info@insuratrip.com.

Or, if you would like to make a complaint about the outcome of your claim please contact International Passenger Protection Limited. If you have a complaint, we really want to hear from you. We welcome your comments as they give us the opportunity to put things right and improve our service to you.

Please telephone us on: (020) 8776 3750.

Or write to: The Customer Services Manager, International Passenger Protection Limited, IPP House, 22-26 Station Road,West Wickham, Kent BR4 0PR

Fax: (020) 8776 3751

Email info@ipplondon.co.uk .

Please make sure that you quote the policy number which can be found on your Schedule. It is our policy to acknowledge any complaint within 5 working days advising you of who is dealing with your concerns and attempt to address them. We will provide you with a written response outlining our detailed response to your complaint within four weeks of receipt of the complaint. You will receive either our written response or an explanation as to why we are not in a position to provide one within eight weeks of receipt of your complaint.

If you are not satisfied with the response you receive or we have failed to provide you with a written response, you may have the right to contact the Financial Ombudsman Service at the following address.

The Financial Ombudsman Service, Exchange Tower, London E14 9SR.

Telephone 0800 023 4 567 (calls to this number are free from “fixed lines” in the UK) or 0300 1239123 (calls to this number are charged at the same rate as 01 and 02 numbers on mobile phone tariffs in the UK).

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

More information can be found of their website – www.financial-ombudsman.org.uk. To confirm whether you are eligible to ask the Financial Ombudsman Service to review your complaint please contact them at https://www.financial-ombudsman.org.uk/consumers/how-to-complain.

Alternatively, as LMIE is a Luxembourg insurance company, you are also entitled to refer the dispute to any of the following dispute resolution bodies:

Commissariat aux Assurances, 7, Boulevard Joseph II, L-1840 Luxembourg Telephone: (+352) 22 69 11 - 1 Email: caa@caa.lu or, Service National du Médiateur de la consommation – Individual Consumers ONLY Ancien Hôtel de la Monnaie, 6, rue du Palais de Justice, L-1841 Luxembourg Telephone: (+352) 46 13 11 Email: info@mediateurconsommation.lu or, Médiateur en Assurances ACA, 12, Rue Erasme, L1468 Luxembourg Telephone: (+352) 44 21 44 1

Making a complaint will not affect your right to take legal action.

Need help?

UK Customer Services0330 880 3600

Open Mon - Fri 8:30am - 6pm.
Sat 8:30am - 5pm. Sun 10am - 3pm.
(Calls may be monitored or recorded)

UK Emergency AssistanceContact details can be found in your policy documentation

Available 24 hours a day, every day