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Travel Insurance - make a complaint

Make a complaint about your travel insurance

We're sorry something's gone wrong. Holiday Extras Cover Limited is committed to putting things right quickly and fairly.


Who we are

Holiday Extras Travel Insurance is sold and administered by Holiday Extras Cover Limited (FCA firm ref. 828848 ). Registered office: Ashford Road, Newingreen, Hythe, Kent, CT21 4JF.


How to contact us:

Online: Use our Make a Complaint Form to tell us what happened and how we can help.


Make a complaint

Email: [email protected]

Post:

Insurance Complaints Team
Holiday Extras Cover Limited
Ashford Road,
Newingreen,
Hythe,
Kent,
CT21 4JF

Opening hours (UK time)

Our customer support team is available: Mon–Fri 9am–8pm; Sat–Sun 9am–5pm.

Telephone:

0333 188 1349 - charged at a local call rate


Make a complaint about your claim

Complaints relating to a claim you have made are dealt with by the claims administrator. Please refer to the below contact details and information.


Email: [email protected]

Or visit our Claims Help & Support page



What happens next

  • Acknowledgement & updates – your complaint will be acknowledged promptly and you will be kept updated while the complaint handler investigates.
  • Final response – under FCA rules, the complaint handler has up to 8 weeks to issue a final response, although they aim to resolve matters much quicker (unless an exception applies). Take a look at the FCA handbook for more detail.

If you're not satisfied: the Financial Ombudsman Service

The Financial Ombudsman Service is a free and independent service for resolving financial complaints.


How to contact FOS

Phone: 0800 023 4567 or 0300 123 9 123 (Mon–Fri, typically 8am–5pm)

Email: [email protected]

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

Online: Make a new complaint via the FOS website.


Accessibility and support

Let Ombudsman know if you need information in a different format or extra help (for example, due to vulnerability), and they will adapt their communications. FOS can also provide accessible formats and support.