Medical insurance
Complaints we deal with
On this page you'll find information about how we approach complaints about medical insurance.
To find out more about how we approach specific types of complaints, choose the relevant area below:
Handling a complaint like this
When you receive a complaint involving travel insurance, you should reply to your customer within eight weeks.
If you don’t reply within the time limits, or the customer disagrees with your response, they can bring their complaint to us. We’ll check it’s something we can deal with, and if it is, we’ll investigate.
We’ll expect you to be able to show us that you’ve investigated the complaint thoroughly and that you have reflected carefully on the circumstances.
Find out more about how to resolve a complaint.
Putting things right
If we decide you’ve treated the customer unfairly, or have made a mistake, we’ll ask you to put things right.
Our general approach is that the customer should be put back in the position they would have been in if the problem hadn’t happened. We may also ask you to compensate them for any distress or inconvenience they’ve experienced as a result of the problem.
The exact details of how we’ll ask you to put things right will depend on the nature of the complaint, and how the customer lost out.
More information for financial firms
- How we resolve complaints
- Time limits for businesses
- What to send us when we're dealing with a complaint about your firm
- Look at our complaints data
Businesses and consumer advisers can contact our Business Support Hub for information on how the we might look at a complaint, or for guidance on our rules and how we work. We also work with businesses and other organisations to help prevent complaints.
Information for consumers
If you’re a consumer looking for information on complaints about medical insurance, you can read more about this on our dedicated information page for consumers or to make a complaint, find out more about how to complain.