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I am unhappy with the outcome of my claim

  • Updated

What should I do if I am unhappy with the result of my claim?

If you are unhappy with the result of your claim, raise a complaint using the contact details in your claim correspondence. Alternatively, contact AllClear and ask to be referred to the claims partner.

What this article helps you do

This article explains what to do if you disagree with a claim outcome or are unhappy with how your claim has been handled.

It does not change the claim decision or confirm that a different outcome will be reached.

Applies to

  • Applicable policies: Silver, Gold, Gold Plus and Platinum
  • Trip type: Single trip or annual multi-trip
  • Who it applies to: Customers who have received a claim response or decision
  • Important: Complaints about claims are handled by the claims partner

Quick answer

  • Check your claim acknowledgement letter, email or decision correspondence for the claims partner’s contact details.
  • Contact Gallagher Bassett and explain why you are unhappy with the claim outcome.
  • Include the claim information requested in your correspondence.
  • If you contact AllClear first, AllClear will refer you to the claims partner.
  • If you remain dissatisfied, you may refer the dispute to the Financial Ombudsman Service.

How to complain about a claim result

Complaints about claims are handled by the claims partner. To raise a complaint:

  1. Find your latest claim acknowledgement, decision letter or email.
  2. Use the contact details shown in that correspondence.
  3. Include your claim reference number.
  4. Explain which part of the claim outcome or handling you are unhappy with.
  5. Include any evidence or documents that support your complaint.
  6. Keep a copy of your complaint and everything you send.

If you contact AllClear instead

If your complaint relates to a claim, AllClear will refer you to the partner responsible for handling claims.

For complaints about the sale of your policy, you can contact AllClear by telephone, letter or email.

If you are still not satisfied

If you remain unhappy after your complaint has been reviewed, you have the right to refer the dispute to the Financial Ombudsman Service.

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Still need help?

Use the contact details in your claim correspondence first.

If you cannot find them, contact AllClear and ask to be referred to Gallagher Bassett.

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