How to make a complaint.

woman at desk with computer

Your complaint is important to us

We set ourselves high standards but are the first to admit that mistakes can happen. If you are unhappy with any aspect of our service, please tell us immediately and give us the chance to put things right. Please find below the ways you can issue your complaint to us.


What details we will require?

To help us deal with your complaint promptly, please make sure you do the following:

Reference number

Provide a reference number. This could be a policy number or claim reference

Important details

State your case clearly and include relevant dates

How will you deal with my complaint?

Our process is outlined below.


Confirm in writing within 5 business days that we are dealing with your complaint and provide you with a point of contact. Make sure your complaint is investigated thoroughly and fairly

Review and Confirmation

Resolve any mistakes we have made and then write to you explaining the outcome of your complaint

You can also make a complaint via post:

Bailiwick of Jersey The Manager, Islands Insurance, Kingsgate House, 55 The Esplanade, St Helier, Jersey JE1 4HQ
Bailiwick of Guernsey The Manager, Islands’ Insurance, Lancaster Court, Forest Lane, St Peter Port, Guernsey GY1 1WJ
Or by phone 01534 835383 (Jersey)
01481 710731 (Guernsey)
01481 824100 (Alderney)

Your Complaint

How quickly will you deal with my complaint?

We will resolve your complaint as quickly as possible. If there is any delay, we will provide you with updates on our position at 20 working days (14 days for business placed in the Lloyds market in London).

What do I do if I am not happy with the outcome?

If you remain unhappy with the outcome of your complaint you may be able to refer your complaint to the Financial Ombudsman Service (FOS) or Channel Islands Financial Ombudsman (CIFO).

We will tell you how you can do this if it applies to your complaint. Their service is free, impartial, and contacting them will not prejudice your complaint or legal rights.

Request a callback

Due to recent events, we are currently experiencing a very high volume of calls in the claims department. For more information, please visit our Storm Support Hub.

Need help? Get in touch!

Our friendly team is ready to help with any questions or support you need. You can contact us at any of our local offices:

Alderney Office
Open: Monday - Friday 08:30-16:30 T: (01481) 824 100
Guernsey Office
Open: Monday - Friday 09:00-17:00 T: (01481) 710 731
Jersey Office
Open: Monday - Friday 09:00-17:00 T: (01534) 835 383

Our expert advisors are here during office hours to chat about what you need and find the best solutions for you. If it's outside these hours, just leave us a message. We'll get back to you as soon as we can.

Please select your location

To provide you with a tailored travel policy, please select your island below to be taken to the appropriate quote form.

Guernsey / Alderney