Staysure complaints

We love hearing from our customers – all of your feedback is considered and used to make a tangible impact on our new and existing products. to make a difference to our product offerings.  We use complaints about service or journey to update the way we do business and interact with our customers. You can take a look at the work we have done over recent years to introduce a host of new or supplementary products and services across the business as a direct result of this approach.

Our approach to complaints

We pride ourselves on delivering a consistently high standard of service and if you are not satisfied we’d like to hear from you. We aim to manage complaints in quick and efficient manner and will contact you as soon as possible after receiving your complaint to inform you of what action we are taking. Please ensure your policy number is quoted in all correspondence and forward the details of your complaint to:

Complaints related to travel insurance policy sales Complaints related to travel insurance claims
  • Customer Services Manager
  • Ltd
  • McGowan House
  • 10 Waterside
  • Northampton
  • NN4 7XD
  • Tel: 0800 088 4828
  • Email:
  • The Managing Director
  • ERV/ETI International Travel Protection
  • Afon House
  • Worthing Road
  • Horsham
  • West Sussex
  • RH12 1TL
  • Email:

For complaints addresses relating to claims about other products including Holiday Home and Gadget Insurance please click here.

If you believe your complaint has not been handled satisfactorily it may then be referred to the Financial Ombudsman Service. The Ombudsman helps to resolve disputes between consumers and financial services organisations. The service is free and you can get in touch with them here.

If a complaint is in relation to an online purchase the E.U. Online Dispute Resolution platform can also be used. Anyone wanting to complain will be asked to contact the Financial Ombudsman to deal with the complaint on receipt of our final response letter. Ltd complaints report

As Staysure is regulated by the Financial Conduct Authority, we are required to publish a report that summarises any complaints that we have received and their handling.

Name: Staysure Co Uk Ltd

Period covered in this report: 1 January to 30 June 2018

Trading name included: Travel Insurance Medical

Number of complaints per 1,000 policies sold Number of complaints opened Number of complaints closed Percentage closed within 3 days Percentage closed after 3 days but within 8 weeks Percentage upheld Main cause of complaints opened*
Banking and credit cards N/A N/A N/A N/A N/A N/A N/A
Home finance N/A N/A N/A N/A N/A N/A N/A
Insurance and pure protection 4.3 1277 1277 92% 8% 8.3% Category 2 (Information sums/charges or product performance)
Decumulation and pensions N/A N/A N/A N/A N/A N/A N/A
Investments N/A N/A N/A N/A N/A N/A N/A
Credit related N/A N/A N/A N/A N/A N/A N/A

* Complaints fall into one of five categories:

  1. Advising, selling & arranging
  2.  Information sums/charges or product performance
  3. General admin – customer service
  4. Arrears related
  5. Other