Complaints

How to make a complaint

 

Whilst we strive to provide all of our customers with the best possible service at Coverontrip, should you feel that we have fallen short of this, please use one of the below channels to let us know your concerns. This channel is not to be used in regard to complaints about claims, as you should be dealing directly with the insurer.

 

Complaints about the sales process

If you are unsatisfied with any aspect of the sales process, you can submit a complaint to Coverontrip by:

  • Emailing us at complaints@travelinsurancecot.co.uk
  • Sending a letter to the following address: 40 – 42 Regent St, Bristol BS8 4HU

 

Please include your policy number, contact details, and as much information on the complaint as possible so we can fully investigate and address all your concerns.

 

Complaints about the claims process

If you are unsatisfied with any aspect of the claims process, you can submit a complaint to our insurer ERV by:

  • Emailing them at contact@erv.co.uk
  • Sending a letter to the following address: Afon House, Worthing Road, Horsham RH12 1TL

 

Please include your policy number, contact details, and as much information on the complaint as possible so ERV can fully investigate and address all your concerns.

 

European Platform of Resolution of Conflicts

We would like to inform you that any purchaser of the offered services in this website, in accordance with rule 14 of the Regulation (EU) 524/201 of May 21st, can access the European Platform of Resolution of Conflicts. In the following website https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.chooseLanguage you may, as a non-satisfied customer, access the online service of settlement of disputes. However, COVERONTRIP is not required to undergo the intervention of the resolution agency proposed by the platform.

Customer complaints handling procedure