Past Products

If you have an existing Protect Your Bubble Bicycle Insurance policy and you need assistance call

0330 333 4792 (Mon-Fri, 8am-8pm; Sat-Sun, 9am-6pm)

Alternatively, you can write to us at:

Protect Your Bubble

PO Box 1033

Uxbridge, UB8 9PX

Q. How do I make a Bicycle Insurance 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 0330 333 4792, Monday - Friday, 8am - 6pm, 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: 0333 220 6008

Email: complaints@protectyourbubble.com

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

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.

You can also register a complaint with the European Union’s Online Dispute Resolution platform (or ODR). Their website is http://ec.europa.eu/consumers/odr/. The ODR will simply pass your complaint to the Financial Ombudsman Service.

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.

*Calls to 0844, 0843 and 0845 numbers cost 7p per minute, plus your telephone company's access charge.

We no longer sell Pet Insurance if you have any queries or questions, please contact customer service on

Tel: 0330 333 4792

If you would like to buy a new Pet Insurance policy, you may want to try our pet insurance partner, Purely Pets.

Pet Insurance complaints procedure

We are committed to providing you with an exceptional level of service and customer care. We realise, however, that things can go wrong and there may be occasions when you feel that we have not provided the service you expect. When this happens we want to hear about it so that we can try to put things right. Although it can help to make complaints in writing we are happy to receive complaints communications in whatever form or medium is appropriate for your circumstances.

Who to contact

The most important factors in getting your complaint dealt with as quickly and efficiently as possible are:

To be sure you are talking to the right person, and

That you are giving them the right information.

When you contact us please give us your name and a contact telephone number. Please quote your policy and/or claim number and the type of policy you hold.

Please explain clearly and concisely the reason for your complaint.

Step one – Initiating your complaint:

Please contact our claims and customer services team on 0333 234 0613 and state the nature of your complaint.

If you wish to provide written details, the following checklist will help you when drafting your letter."

Head your letter ‘Pet insurance COMPLAINT’

Give your full name, postcode, and contact telephone number(s)

Advise them that you have a Protect your bubble Pet Insurance policy and quote your policy and/or

claim number.

Explain clearly and concisely the reason(s) for your complaint.

The letter should be sent to our Complaints Manager at the following address:

Protect Your Bubble Pet Insurance

The Complaints Manager

The Connect Centre, Kingston Crescent,

Portsmouth, Hants PO2 8QL

We will acknowledge your complaint promptly, normally within five days unless exceptional circumstances apply. The Complaints department will investigate your complaint impartially taking into account all relevant factors and will provide you with a written response to your complaint within eight weeks. It is expected that the majority of complaints will be quickly and satisfactorily resolved at this stage, but if you are not satisfied, or if you have not heard from us within 8 weeks, you can take the issue further:

Step Two: The Financial Ombudsman Service

If we have given you our final response, or if you have not heard from us within 8 weeks, or if you are still not satisfied you may refer your case to the Financial Ombudsman Service (FOS). The Ombudsman is an independent body that arbitrates on complaints about general insurance products and other financial services. It will only consider complaints after you have been provided with written confirmation that all internal complaints procedures have been exhausted.

Insurance Division

Financial Ombudsman Service,

Exchange Tower, Harbour Exchange Square

London E14 9SR

Tel: 0300 123 9123

Fax: 020 7964 1001

Please note that you have six months from the date of the final response in which to refer your complaint to the Ombudsman. Referral to the Ombudsman will not affect your right to take legal action.

You can also register a complaint with the European Union’s Online Dispute Resolution platform (or ODR). Their website is http://ec.europa.eu/consumers/odr/. The ODR will simply pass your complaint to the Financial Ombudsman Service.

Our promise to you:

We will acknowledge all complaints promptly.

We will investigate quickly and thoroughly.

We will keep you informed of progress.

We will do everything possible to resolve your complaint.

We will learn from our mistakes and will use the information from complaints to continuously improve

our service.

To help us improve our service, we may record or monitor telephone calls.

We no longer sell Jewellery insurance if you have any queries or questions, please contact customer service on

Tel: 0330 333 4792

Jewellery Insurance

Q. How do I make a complaint?

A.Our aim is to ensure that all aspects of your insurance are dealt with promptly, efficiently and fairly. At all times we are committed to providing you with the highest standard of service.

If you have any questions or concerns about your policy or the handling of a claim you should, in the first instance, contact:

The Quality Assurance Manager,

Protect Your Bubble Jewellery Insurance,

3 Lombard Street,

London, EC3V 9AA

Telephone: 0333 456 0546 (lines open Monday – Friday, 9:00am – 5:00pm)

Email: pybadmin@advent.global

In the event that you remain dissatisfied and wish to make a complaint, you can do so at any time by referring the matter to:

Compliance Department,

W.R. Berkley Syndicate Management Limited,

34 Lime Street,

London EC3M 7AT.

Tel: 020 7088 1967

Email: wrbsukcomplaints@wrbsyndicate.com

Alternatively you may contact the Complaints Team at Lloyd’s. The address of the Complaints Team at Lloyd’s is:

Complaints,

Lloyd’s,

One Lime Street,

London EC3M 7HA

Tel: 020 7327 5693

Fax: 020 7327 5225

Email: complaints@lloyds.com

Website: www.lloyds.com/complaints

Details of Lloyd’s complaints procedures are set out in a leaflet “Your Complaint – How We Can Help” available at www.lloyds.com/complaints and are also available from the above address.

If you remain dissatisfied after Lloyd’s has considered your complaint, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS).

The contact details for the FOS are: The Financial Ombudsman Service, Exchange Tower, London E14 9SR. Tel: 0800 0234 567 (calls to this number are free from fixed lines in the UK) or 0300 123 9123 (calls to this number are charged at the same rate as 01 and 02 numbers on mobile phone tariffs in the UK). Email: complaint.info@financial-ombudsman.org.uk

We are no longer offering Digital Secure as an optional extra to our Gadget Insurance policy. If you added digital secure when purchasing your Gadget Insurance policy and have questions about the product or need help, please contact customer services on

Tel:0330 333 4792

We no longer sell Car Hire insurance if you have any queries or questions, please contact customer service on

Tel: 0330 333 4792

If you receive Tagbak as part of your insurance policy and have any questions please contact customer services on

Tel: 0330 333 4792