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Make a complaint

If something’s not gone as smoothly as you expected, please get in touch and we’ll do our best to resolve the matter as quickly as possible.


How do I file a complaint?

A. Although we set ourselves high standards, if we do not meet your expectations and you are not satisfied in some way, we would like to know. Please call our customer services team on 0844 346 3971*, or follow the guidelines below to file a complaint.

Step 1 – Contact your administrator:

The Quality Assurance Manager
Assurant Services Limited
PO Box 1033
Uxbridge
UB8 9PX

Tel: 0844 346 3980*
Email: complaints@protectyourbubble.com

In your correspondence, please quote your policy or claim reference number.

*Calls to 0844 numbers cost 3p per minute when calling from a BT landline. Calls from other networks and mobile phones could be considerably higher.

Customers who bought policies before 19 June 2013 whose complaints cannot be resolved by the end of the next working day will have their complaints passed on to:

Customer Relations Department
UK General Insurance Limited
Protect Your Bubble Bicycle Insurance 2013 220713
Cast House
Old Mill Business Park
Gibraltar Island Road
Leeds
LS10 1RJ

Tel: 0845 218 2685
Email: customerrelations@ukgeneral.co.uk

Step 2 – In the unlikely event that you are still not satisfied with the way your complaint has been handled, you can ask the Financial Ombudsman Service (FOS) to review your case. You can contact them at:

South Quay Plaza
183 Marsh Wall
London
E14 9SR

Tel: 0845 080 1800

The FOS is an independent body that arbitrates on complaints about general insurance products. It will only consider complaints after you have been provided with written confirmation that the internal complaints procedure has been exhausted. In order for the FOS to review your case, you must send your complaint to them within six months of the date of our final correspondence to you.

Your statutory rights are not affected if you choose to follow any of the complaints procedures above. For further information about your statutory rights contact your local authority Trading Standards Service or Citizens Advice Bureau.

If we are not able to meet our responsibilities, you may be entitled to compensation from the Financial Services Compensation Scheme (FSCS). You can contact them at:

7th floor Lloyds Chambers
Portsoken Street
London
E1 8BN

The level of protection for non-compulsory insurance claims is 90% of the value of the claim with no upper limit.

The above complaints procedure is in addition to your statutory rights as a consumer. For further information about your statutory rights, contact your local authority Trading Standards Service or Citizens Advice Bureau. You are advised that any telephone call made to Our Policy Administration, Claims Services and Quality Assurance departments may be monitored or recorded. This is to monitor the accuracy of information provided by our customers and our own staff. It may also be used to provide additional training to our staff or to prove that our procedures comply with legal requirements. Our staff are aware that calls can be recorded and monitored.

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