Your insurers and customer service
Your insurers
For policies issued between 3 October 2022 and 31 July 2025 your policy is underwritten by AWP P&C SA and administered in the UK by Allianz Assistance, a trading name of AWP Assistance UK Ltd, Registered in England No 1710361, Registered Office PO Box 74005, 60 Gracechurch Street, London, EC3P 3DS. AWP Assistance UK Ltd is authorised and regulated by the Financial Conduct Authority (FCA).
For policies issued from 1st August 2025 your policy is underwritten by Starr International (Europe) Limited, 4th Floor, 30 Fenchurch Avenue, London, EC3M 5AD, (registered company number 09654797), which is a member of Starr Insurance Companies, authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority (firm reference number 676783). Claims administered by International Medical Group (IMG), 3rd Floor, Fitzalan House, Fitzalan Court, Cardiff CF24 0EL
What to do if you have a complaint (complaints procedure)
We aim to provide you with a first class policy and service. However, there may be times when you feel we have not done so. If this is the case, please tell us about it so that we can do our best to solve the problem. If you make a complaint your legal rights will not be affected.
Step 1
For complaints regarding the sale of your policy:
Write to: Snowcard Insurance Services Ltd., Lower Boddington, Daventry, Northamptonshire, NN11 6XZ.
Email: [email protected]
For complaints regarding Allianz Assistance claims purchased before 1st August 2025:
For Allianz Assistance policies with policy numbers starting with 8……
Write to:
Customer Service, Allianz Assistance,
102 George Street, Croydon,
CR9 6HD
Email: [email protected]
For complaints regarding IMG/Starr claims purchased after 1st August 2025:
For Starr International policies with policy numbers starting with 9……
Write to:
IMG Customer Services Department, Fitzalan Court, 3rd Floor Fitzalan House, Cardiff, CF24 0EL.
By email to: [email protected]
By telephoning: 02922 401964
Step 2
If you are not satisfied with our final response you can refer the matter to the UK Financial Ombudsman Service for independent arbitration.
Visit: www.financial-ombudsman.org.uk
Write to: Financial Ombudsman Service, Exchange Tower, London E14 9SR
Phone: UK +44 (0)800 023 4567 or UK +44 (0)300 123 9123
Email: complaint.info@financial- ombudsman.org.uk
We aim to provide the best possible products and service. We are aware that, despite our commitment, things may not always go as planned. Should you want to complain, we shall treat your complaint seriously and aim to deal with it in a quick and efficient manner, and to your satisfaction.
We shall answer your complaint as quickly as possible and aim to respond to your complaint within three working days with either a full reply or an acknowledgement.
We shall aim to return to you with our resolution within two weeks of your initial complaint.
If after following the procedures set out above, your complaint has not been resolved to your satisfaction, and you are an eligible complainant you may have the right to refer the matter to the Financial Ombudsman
Financial Ombudsman Service (FOS)
The Financial Ombudsman Service is an independent service in the United Kingdom for settling disputes between consumers and financial services companies, including us. You can find more information about the FOS at www.financial-ombudsman.org.uk, including details of the types of complaints the FOS will be able to consider. If you make a complaint to the FOS, your right to legal action against us is not affected.
We must accept the FOS’ final decision, but you are not bound by it and may take further action if you wish. Your rights as a customer to take legal action remain unaffected by the existence or use of the Complaints Procedure. The Financial Ombudsman Service will not adjudicate on cases where litigation has commenced.
Financial Services Compensation Scheme (FSCS)
We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme in the unlikely event that we cannot meet our obligations. This depends on the type of business and the circumstances of the claim. More details about the FSCS, including who is eligible, can be found at www.fscs.org.uk
The Financial Services Compensation Scheme,
PO Box 300, Mitcheldean,
GU17 1DY, UK.
Tel: UK +44 (0) 800 678 1100 or
UK +44 (0) 20 7741 4100
Website: www.fscs.org.uk