customer service

YOUR INSURERS AND CUSTOMER SERVICE 

 

YOUR INSURERS 

This policy is underwritten by Euroins AD. Claims are dealt with by International Medical Rescue. Euroins AD is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Registered in England and Wales No 472490. 

 

WHAT TO DO IF YOU HAVE A COMPLAINT 

Should there ever be an occasion where you need to complain, we will sort this out as quickly and fairly as possible. 

If you have a complaint regarding your claim, please telephone us on the number shown in your claims documentation. Alternatively, you can write to us at the address shown below (please include your policy number and claim number if appropriate). 

Customer Services Advisor International Medical Rescue 17 Tollgate, Chandlers Ford, Eastleigh, Hampshire SO53 3TG 

We will try to resolve your complaint by the end of the next working day. If we are unable to do this, we will write to you within five working days to either: 

  • Tell you what we have done to resolve the problem; or 
  • Acknowledge your complaint and let you know when you can expect a full response. We will also let you know who is dealing with the matter. 
  • We will always aim to resolve your complaint within four weeks of receipt. If we are unable to do this we will give you the reasons for the delay and indicate when we will be able to provide a final response. 

If you feel you have any cause for complaint regarding the sales literature, the way in which your policy was sold to you or regarding the information and advice about your policy, please contact: 

Snowcard Insurance Services Ltd.,  Lower Boddington, Daventry, Northamptonshire, NN11 6XZ 

Alternatively, you can email russelldadson@snowcard.co.uk

They will review your complaint and do their best to address your concerns. If the matter is not resolved to your satisfaction you can write to the Financial Ombudsman service and further information about this can be found below. 

 

CONTACTING THE FINANCIAL OMBUDSMAN SERVICE
If the appropriate party above cannot resolve your complaint, you may refer your complaint to the Financial Ombudsman Service. You can ask the Financial Ombudsman Service to review your complaint if for any reason you are still dissatisfied with the final response, or if the appropriate party have not issued their final response within eight weeks from you first raising the complaint. 

You can contact the Financial Ombudsman Service at the address below, however they will only consider your complaint once you’ve tried to resolve it with us. 

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

Using this complaints procedure will not affect your legal rights. 

You can get more information from the Financial Ombudsman Service at www.finanical-ombudsman.org.uk