We’re currently updating our system, which might temporarily impact our response times and customer service. We are sorry for any inconvenience this may cause. Please be assured that we’re dedicated to bringing our service back to its usual high standards as quickly as possible.

Complaints

How to make a complaint.

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.

Communications

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 JerseyThe Manager, Islands Insurance, Kingsgate House, 55 The Esplanade, St Helier, Jersey JE1 4HQ
Bailiwick of GuernseyThe Manager, Islands’ Insurance, Lancaster Court, Forest Lane, St Peter Port, Guernsey GY1 1WJ
Or by phone01534 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.

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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.

Jersey
Guernsey / Alderney