If you think something has gone wrong, we want to put it right
Every Travel Insurance Saver customer should receive the quality service they expect. That's our ethos. But if you feel your experience with us has been unsatisfactory, we have a clear complaints process that makes sharing your grievance straightforward.
How to make a complaint
We promise to investigate your comments promptly. You can help to make sure the process is resolved swiftly by providing as much detail about your experience with us as possible. It's particularly helpful to include key information like your policy number or name and address as well as the date and time of any relevant telephone interactions.
The details below will ensure your complaint reaches the right place.
If your complaint relates to the service you have experienced with Travel Insurance Saver:
Email quality@rothwellandtowler.co.uk or call 0345 90 80 171. Alternatively you can write to:
The Complaints Manager
Rothwell & Towler Ltd
Tourism House
Woodwater Park
Pynes Hill
Exeter
EX2 5WS
If your complaint relates to the way a claim was handled or anything else concerning the actual policy itself, you will find details of the complaints procedure for AXA Partners in your Policy Wording.
What happens next?
It's our policy to be in regular contact regarding any complaint against Travel Insurance Saver. Once you have submitted a complaint, we will acknowledge receipt of your comments within 24 hours. Following that we will begin an investigation and seek to find a resolution as soon as we can - usually within five days.
In the event that your complaint requires further investigation, we will let you know as soon as possible and attempt to resolve your case within four weeks. You will receive clear updates from us throughout the investigation process.
Unfortunately we cannot process or investigate complaints about any claims you have made or assistance you have received while on holiday. We can however direct you to the insurer responsible, who will have their own complaints procedure for you to follow.
Resolving your complaint
Following an investigation we will get in touch with our final response. If we believe your grievance is legitimate, we will explain how we plan to rectify the situation. We will also tell you about some of the measures we have implemented to ensure the same thing doesn't happen again.
Escalating your complaint
It's our policy to investigate all complaints fairly and without bias. But if you are unhappy with the outcome of your complaint, you are entitled to ask us to reassess your case. That may be worth doing if you think we've made a mistake or you have new information that wasn't available when you submitted your complaint in the first instance.
Alternatively you can ask the Financial Ombudsman Service (FOS) to review your complaint. The FOS is a free and impartial service created by the government to resolve complaints between financial businesses and their customers.
If you would like to take your comments to the FOS, we will give you all the information you need. Or you can get things started by emailing complaint.info@financial-ombudsman.org.uk, calling the FOS on 0800 023 4567 or visiting financial-ombudsman.org.uk. You must do this within six months of our final response. From here the FOS will deal with you directly. Referral to the FOS will not prejudice your right to take subsequent legal proceedings.