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Insurance Complaints
Last updated 9 September 2026
Complaints about an insurance policy follow a separate process from general support, with their own deadlines.
Is this the right form?
Use this form for anything about an insurance policy — how it was sold, the cover, a claim, or the service you received. For a question about a Travel Pack, your documents, a payment or your account, use the contact page instead.
What happens next
- We acknowledge your complaint promptly and record the date we received it.
- We tell you who is handling it — Triply, the insurance provider, or the insurer — since responsibility depends on what the complaint is about.
- Where the provider or insurer is responsible, we pass it to them and tell you we have.
- You receive a final response within the statutory deadline that applies to insurance complaints.
If you are still unhappy
If you remain dissatisfied after a final response, you may be able to refer your complaint to the Financial Ombudsman Service. Your rights, the time limits that apply and the Ombudsman's contact details are set out in your policy documents and in the final response you receive.
We deliberately do not paraphrase those rights here. They are given to you in the exact wording supplied and approved by the authorised insurance provider, so that what you are told is what actually applies.