How do I make a complaint?
Complaints Relating To Claims
If your complaint relates to a claim, please follow the instructions outlined in your Policy Booklet. Details on how to view your Policy Booklet can be found here.
Complaints Not Relating To Claims
We realise that things can occasionally go wrong and you may feel we have not provided the service you expect. If you feel this is the case with any aspect of our service, other than in relation to a claim, please send full details of the problem to complaints.eu@visicover.com.
If we are unable to resolve the issue to your satisfaction by the end of the next business day, we will formally investigate the issue. You will receive an acknowledgement, together with a copy of our complaints process promptly and certainly within 5 working days. We will then aim to investigate and provide a resolution as quickly as possible, informing you of the position at no later than 4 weeks and a final response no later than 8 weeks.
Should you remain dissatisfied with the final response from the above or if you have not received a final response within eight weeks of the complaint being received, you may be eligible to refer your complaint to an ombudsman for arbitration. This will depend on your country of residence so for details of these services in different countries click the applicable link below:
If you wish to complain about an insurance policy purchased online you may be able to use the European Commission’s Online Dispute Resolution platform, which can be found at here.
A full copy of our complaints procedure is available on request.
