Terms & Conditions
- I - Introduction
- II - Definitions
- III - Protection of personal data
- IV - Cookies
- V - Username and Password
- VI - Access to Products and Services on the « april-international.com » website
- VII - Information on Products and Services available
- VII – 1 / « Customer Access »
- VII – 2 / « E-commerce and Products Service»
- VIII – Accessibility
- IX – Property
- X – Database
- XI – Limitation of Liability
- XII – Force majeure
- XIV – Evidence
- XV – Language
- XVI – Severability
- XVII – Applicable law
- XIX - Terms and Conditions specific to April International Voyage
- XX - Terms and Conditions specific to April International Canada
- XXI - Terms and Conditions specific to April USA Assistance
- XXII - Terms and Conditions specific to APRIL International UK
I - Introduction
The « april-international.com » website has been designed to keep the public updated on the APRIL Group and to provide information on the various products and services proposed by APRIL International Companies.
These general terms set out the terms governing use of the « april-international.com » website and the various proposed services by Users.
Mr Étienne BOURDON is the Publishing Director of the « april-international.com » website.
The Publisher of the « april-international.com » website is: APRIL International, a French limited company incorporated as a “société anonyme” with share capital of EUR 56,037,800, registered with the Lyon Trade and Companies Registry under number 423 412 808, an insurance intermediary registered with ORIAS (French Register of Insurance Intermediaries) under number 09050456 (www.orias.fr) registered office: Immeuble l’Aprilium, 114 Boulevard Marius Vivier Merle, 69487 Lyon Cedex 03, France with the intra-community VAT number FR 59 423412808.
Contact: Florence GODINO
The « april-international.com » website is hosted by APRIL Technologies, a French Economic Interest Group with share capital of EUR 960,000, registered with the Lyon Trade and Companies Registry under number 419 399 480, registered office: Immeuble l’Aprilium, 114 Boulevard Marius Vivier Merle, 69439 Lyon Cedex 03, unless otherwise specified in Clause V in relation to each of the proposed Services.
Contact: Denis BOURDON
II - Definitions
Password / Username
Shall mean the confidential information, that Users must keep secret, which, when used together, allows Users to prove their identity and access customer-only areas.
Shall mean any person using one of the Services proposed by the Website.
Services / Offers
Shall mean the various services and commercial offers proposed by APRIL International Companies on the « april-international.com » website, as set out in Clause VI (Information on the Services proposed).
Shall mean the website through which Users access the information and Services proposed by APRIL International Companies.
III - Protection of personal data
You understand that, during visits to the Site, cookies may be placed on your terminal equipment.
- The name of the server from which the cookie was sent;
- The lifetime of the cookie;
- A value - usually a randomly generated unique number.
- "Session" cookies enable websites to track your activity during a browsing session. These "session" cookies disappear at the end of your browsing session and are therefore not stored for any longer than that.
- "Persistent" cookies are stored on your computer between browsing sessions and keep track of your preferences or activity on a site (or in some cases on different websites). "Persistent" cookies can be used for various purposes including remembering your preferences and choices when using a site.
||This cookie is used to identify unique visitors to the site. It is updated after every page view.
||This cookie is used to track the user's visit to the site. This cookie expires if the user is inactive on the site for more than 30 minutes. The use of this cookie coupled with the "__utmc" cookie enables the tracking of visits (sessions) on a given site.
||This cookie works with the "__utmb" cookie to determine whether or not there are any new visits by the current unique visitor.
||This cookie stores all the information required to identify a traffic source. In this cookie the following information is stored: traffic source, the medium of this traffic source, the keyword entered if the user comes to the site via a search engine etc.
||Identifies the origin of visitors coming from the site of our partner, Expat Blog
||Ascertains if it is possible to create cookies on the browser.
||Keeps track of pages viewed using the mouse tracking tool, ClickMap (tracks clicks on each page).
||Identifies unique visitors.
||Stores the e-marketing campaigns and channels that generated visits to the site by that particular browser.
||Identifies unique visitors if the "s_vi" cookie could not be created because of restrictions on the generation of cookies enforced by domains external to the application.
||Generated by an Omniture plugin making it possible to avoid the same segmentation information being recorded several times during tracking.
||Stores the sequence of traffic channels that generated visits to the site for a particular browser.
You can control cookies via your browser settings. While most browsers are set by default to accept the placing of cookies, you can, if you wish, choose to accept all cookies, reject them systematically or choose which ones you accept depending on the issuer. You can also set your browser to accept or reject cookies on a case-by-case basis before they are installed. You can also regularly delete cookies from your device via your browser.
- for Internet Explorer ™: http://windows.microsoft.com/en-US/windows-vista/Block-or-allow-cookies
- for Safari ™: http://docs.info.apple.com/article.html?path=Safari/3.0/fr/9277.html
- for Chrome ™: http://support.google.com/chrome/bin/answer.py?hl=fr&hlrm=en&answer=95647
- for Firefox ™: https://support.mozilla.org/en-US/kb/enable-and-disable-cookies-website-preferences
- for Opera ™ : http://help.opera.com/Windows/10.20/en/cookies.html
However, please be aware that by setting your browser to reject cookies, some features, pages and sections of the website will not be accessible, for which the Companies will not be held responsible.
V - Username and Password
The Username and Password are strictly personal and confidential. Users are responsible for keeping them safe and secure and should not disclose them to any other person. Failing this, Users shall be liable for the consequences of the disclosure of their Username or Password or their use by third parties.
APRIL International and APRIL International companies may not be held liable for any consequences of a fraudulent or abusive use of the Username or Password.
Use of the Username and the unique Password at the same time constitutes proof of the User’s identity and the User’s consent to the processing of the transaction.
Information registered within APRIL International companies’ IT system also constitutes proof of the said transactions, vis-à-vis both APRIL International Companies and the User.
VI - Access to Products and Services on the « april-international.com » website
The Services and various Offers proposed by APRIL International companies may be consulted free of charge (excluding connection costs) by any User with Internet access. Any and all costs incurred in order to access the Services and the Offers, including hardware, software and Internet access costs, shall be borne exclusively by Users, who shall be solely responsible for ensuring that their IT equipment and Internet access work properly.
Certain Services and Offers proposed on the “april-international.com” website may be reserved to Users who already hold a policy with one of the APRIL International companies, after logging in using their Username and Password.
Where Users are asked to provide information, they undertake to provide accurate and up-to-date information.
Users undertake not to copy, modify or alter and not to attempt to copy, modify or alter in any manner whatsoever the content or the programming of the pages of the website through which the proposed Services and Offers can be accessed and used.
Users undertake to comply with any and all applicable regulations in the country in which they use the Services, and, in particular, undertake not to submit any defamatory or offensive, infringing, unlawful, inaccurate or falsified document, data or information that is contrary to public policy or is immoral or that has an adverse effect on the technical operation of the Websites or the Services.
APRIL International reserves the right to decline any request for access to the Services and/or the Offers proposed on the “april-international.com” website that is clearly contrary to public policy or is immoral and to bring legal proceedings against any User acting in such a way as to potentially breach these terms or the laws or regulations in force.
VII - Information on Products and Services available
VII – 1 / « Customer Access »
VII-1-a/ Description of the Customer Access
For the APRIL International Companies offering this Service, this Service allows Users to access their personal data relating to the management of their policies. By logging in to this area, Users can perform certain operations online and can, in particular, modify their personal data.
VII-1-b/ Access to the « Customer Access »
VII-1-c/ Personal data
The personal data presented in the « Customer Access » was provided to the Companies by Users when they took out their insurance policy or during the term of the policy.
The Companies also use any and all information provided by Users via the « Customer Access » to register their requests for changes.
VII – 2 / « E-commerce and Products Service »
VII-2-a/ Description of the E-commerce Service
For the APRIL International Companies offering this Service, this Service allows Users to view insurance offers proposed by APRIL International Companies and, in certain circumstances, to buy some of the insurance policies offered directly online.
Users must be 18 years of age or older to take out insurance policies proposed by companies of the APRIL International Group.
VII-2-b/ Information on the Services and products
Information available on the Website is provided for general information purposes only and should not be treated as advice. The information presented is not in any way exhaustive. Despite updates to the content of the Website, APRIL International and the APRIL International Companies cannot be held liable for any changes in administrative or legal provisions occurring after publication. The User, whatever their place of residence, is considered to have visited the Website of their own accord to learn about the products and services offered there. Simulations presented on the Website are designed to give Users a rough estimate only. APRIL International companies reserve the right to modify and update this information, and the content of commercial offers, at any time and without prior notice.
VII-2-c/ Terms and conditions governing contact with an insurance intermediary/getting a quote/buying insurance online
When Users ask for a quote or buy insurance on the Website, they are asked to fill in a questionnaire containing personal data required for the processing of their application. The provision of this personal data is compulsory; without it, their applications cannot be examined. This data is also required to enable the User’s position to be assessed and to calculate the relevant charges. Insurance policies may be taken out on the basis of the information provided in the questionnaire where Users agree thereto. Accordingly, Users must ensure that they answer the questions honestly and accurately as in the event that incorrect information is given or information is withheld, the compensation payable could be reduced or cancelled under French insurance law.
Buying insurance online
In order to take out insurance online, Users must follow the instructions given at each step of the application process. Each step must be confirmed by Users in order to proceed to the next step. During the process, Users may at any time correct the information given by returning to the previous steps using the link provided. Once the process is complete, Users will receive a confirmation email at the email address provided during the buying process confirming that the insurance policy has been registered by the relevant APRIL International Company. This email contains a link granting access to all of the information relating to the User’s insurance policy, stored in a secure database that can be accessed from the « Customer Access ».
VII-2-d/ Right to cancel the insurance and procedure
VIII – Accessibility
The « april-international.com » website may be accessed 24 hours a day, 7 days a week. However, APRIL International reserves the right to close down or prevent access to all or part of the Website, in particular for maintenance purposes or pursuant to a court order and in the event of force majeure. APRIL International may not, under any circumstances, be held liable for any non-availability of the Website or the Services or for any total or partial interruption to the viewing of the pages of the Website. Users are responsible for checking that they have the tools and means of electronic communication, access rights given by APRIL International and the skills required for access to the Website and the Services.
IX – Property
The Website and the various pages of the Website allowing access to the proposed Services and any elements making up the Website and their pages and/or used for the operation of the proposed Services, in particular photographs, images, animation, software, interfaces, trademarks, logos, text, drawings, icons and illustrations (hereinafter referred to as the “Data”) are protected worldwide under industrial and intellectual property laws.
As a general rule, access to the Website and the proposed Services does not grant Users any rights in relation to the intellectual property rights in the Data, which remain the exclusive property of APRIL International or, where applicable, third party right holders.
Users are authorised to copy pages of the Website solely for their personal information and for strictly private use. In all other cases, Users are not authorised to copy, reproduce, display, modify, translate, create by-products from or distribute all or part of the Data or exploit or use it in any other manner other than for the purposes of the Service used.
Any unauthorised or unlawful use of the Data may incur the User’s civil and criminal liability under the laws in force.
X – Database
The proposed Services may use databases bringing together information relating to the data provided by users (hereinafter the « Database »).
These Databases are the exclusive property of the Companies.
In accordance with French law, Users of the Services undertake not to infringe APRIL International’s intellectual property rights in the Database and undertake, in particular, not to perform any substantial or regular extraction of the data and not to use the data other than for strictly private and non-commercial purposes.
Users undertake not to access the content of the Database other than via the relevant Service and in accordance with the terms and conditions governing the relevant Service.
XI – Limitation of Liability
Given the technical problems that can be encountered with the Internet network, APRIL International cannot warrant that there will be no disruption to the proposed Services and shall not be liable for any interruptions, suspensions, malfunctioning or bugs affecting the Services or for the alteration, destruction or loss of data provided by Users. Users also acknowledge that the Service may be interrupted for maintenance.
Furthermore, APRIL International cannot be held liable for any problems accessing or using the Services arising from the malfunctioning or unavailability of the Websites through which Users access the proposed Services where these websites are under the responsibility of an entity other than APRIL International.
APRIL International reserves the right to temporarily or permanently modify or suspend all or part of the proposed Services, at any time and with no requirement to inform Users. APRIL International may not be held liable to Users or third parties in the event that the proposed Services are modified, suspended or shut down.
APRIL International and the APRIL International Companies shall not be liable for any direct or indirect loss of any kind arising from the content and/or use of the Website and/or the proposed Services or from access thereto, including, in particular but without prejudice to the generality of the foregoing, any operating losses, loss of programmes or data, any damage to or virus that may infect the IT equipment or any other property of Users of the Website or the Services.
XII – Force majeure
APRIL International and the APRIL International Companies shall not be liable for any loss, damage or harm arising from a force majeure event, as defined by the French courts.
Amendments shall take effect from the date they are published online.
Accordingly, Users are personally responsible for regularly reviewing the terms and conditions hereof. By continuing to use the proposed Services, Users automatically agree to any amendments made hereto.
XIV – Evidence
It is expressly agreed that any data, information, files and any other digital evidence exchanged between Users and APRIL International or stored by APRIL International, in particular in its databases or on its servers, shall constitute admissible, valid and binding evidence having the same probative value as a private agreement.
Users undertake not to challenge the admissibility, validity, binding nature or probative value of the above-mentioned electronic evidence or evidence in an electronic format, on account of the fact that it is « electronic ». Unless proved otherwise, this evidence shall be valid and binding in the same manner, on the same terms and with the same probative value as any document drawn up, executed or stored on paper.
XV – Language
Any inconsistency between the French version of this Website and versions in other languages shall be resolved solely by reference to the French version.
XVI – Severability
XVII – Applicable law
XVIII – 1/ Protection of personal data
The « april-international.com » website and the electronic processing of personal data arising from this Website have been declared to the CNIL, (the French data protection authority) by APRIL International Expat. APRIL International Expat uses the information provided to them by Users for the provision of the Services proposed on the Website, as set out in Clause VII (Information on the Services and Offers) and, where Users have agreed thereto, to provide Users with information on the various insurance policies and services marketed by the APRIL Group and partners of APRIL International Expat. Users may object at any time to the commercial use of their data by sending a letter to the address shown below or by replying to any email sent.
When Users ask to be put in contact with a partner insurance intermediary using the « Callback » or « Get a quote » form, Users authorise APRIL International Expat to pass on to the insurance consultant the information provided so as to enable contact to be made with Users to finalise their application.
Use of User email addresses:
For existing APRIL International Expat customers, the email address that they provided when they submitted their application or used to send emails to APRIL International Expat is liable to be retained and used by APRIL International Expat at a later date to propose services and commercial offers to Users.
For Users who are not yet APRIL International Expat customers, the company will ask for their consent prior to using their email address for commercial purposes.
Right of access and correction:
Pursuant to French Data Protection and Freedom of Information legislation No. 78-17 of 6 January 1978 and EU Directive 95/46/EC of 24 October 1995 on the protection of personal data and privacy, Users are entitled to have access to their personal data held by APRIL International Expat for the purpose of the Services proposed on the Website and to have such data modified, corrected or deleted. In order to exercise these rights, Users should write to APRIL International Expat - 110 avenue de la République - 75011 PARIS France, specifying their postal address and enclosing a copy of proof of identity.
XVIII- 2/ Username and Password
If the Username or Password is lost or forgotten, Users should contact the April International Expat customer service department by emailing (email@example.com) or calling (+33) (0)1 73 02 93 93. A reminder will then be emailed to them.
XVIII- 3/ Access to the APRIL International Expat Customer Access:
This service is automatic for customers who have taken out a policy with a duration of at least 12 months.
To activate this service, when logging in for the first time, Users must:
- enter the Username and Password which were emailed to them.
- fill in an application form and read these terms and conditions.
On future visits, they will only need to enter the Username and Password.
Customers who have taken out policies with a duration of less than 12 months can request access to the « Customer Access » by sending an email to: ouverture.extranet@aprilmobilité.com .
XVIII-4 Right to cancel the insurance and procedure
In accordance with the French rules in force on distance selling, Users are entitled to cancel their insurance by letter sent by registered post with acknowledgement of receipt to APRIL International Expat at the address shown in the general policy terms and conditions provided when the policy was taken out, within fourteen (14) days of the date on which the insurance was taken out.
The policy will cease to apply on the date on which the cancellation letter is received and any premiums already paid will be refunded, other than those corresponding to the period of cover up until cancellation.
Users wishing to cancel their insurance in this way may use the following template:
« I, the undersigned, Mr/Mrs/Ms/Miss…………………………………. (first name, surname, address) hereby inform you that I wish to cancel my insurance policy “……………………….. (name of the policy) ” No………………………….(customer number shown on the insurance certificate or in the special terms and conditions) that I purchased online on ………………………………….
Signed in ……… on ……….… signature ……… »
In the event that any payments have already been made under a policy, it cannot be cancelled in this way.
Please note: Certain policies have a thirty (30) day cancellation period. Please check the general terms and conditions of the policy.
XIX - Terms and Conditions specific to April International Voyage
XIX - 1 / Protection of personal data
The website " april-international.com" and the computer processing of personal data from the website "april-international.com" have been declared to the French National Commission for Information Technology and Data Protection (CNIL) by April International Voyage. April International Voyage uses the information that the User provides in order to carry out the Services offered through the Website, as set out in section "VII - Information on Services and Offers" and - if the User has agreed - to inform him of the various offers of insurance or services sold by the April Group or partners of April International Voyage. Users may oppose, at any time, the commercial use of their data by sending a letter to the address below or by return email at the time of sending.
"Request for Information" form
When the User asks to be put in contact with an partner insurance broker using the "Request for information" form, the User authorises April International Voyage to notify the insurance consultant of the information entered so that the User can be contacted to finalise their policy.
Using the email address of the user:
If the User is a customer of April International Voyage, the electronic address provided on the application form or on using the messaging software may be stored and used at a later date by April International Voyage for providing services and commercial offers to the user.
If the User is not yet a April International Voyage customer, the company will ask the user for consent before using any email address for commercial purposes.
Right of access and rectification:
In accordance with the French data protection act (loi "informatique et libertés") no. 78-17 of 6 January 1978, and the European Directive 95/46/EC of 24 October 1995 on the protection of personal data and privacy, Users have the right to access, modify, rectify or delete data concerning them, held by April International Voyage as part of the Services offered through the Website, by sending a letter with a copy of their ID and indicating their postal address, to the following address: April International Voyage - 110 avenue de la République – 75011 PARIS - France.
XIX-2 / User ID and passcode
The account ID is the email address entered by the user during the application.
If the user loses or forgets their passcode, they can go to http://tarif-voyage.april-international.com/monespace and click on "Forgot your password?". The user gives the email address entered on the application form and the password will be automatically sent to this address.
XIX - 3 / Access to the April International Voyage Customer Account service:
This service is automatic for policyholders who have taken out a policy.
As soon as the policy has been validated, the policyholder will receive an email containing a username and password to access their account.
On subsequent uses, you only need to enter your user name and password.
XX - Terms and Conditions specific to April International Canada
XX - 1/ Protection of personal data
APRIL International Canada uses the information that the user provides to carry out the services offered through the site as set out in the section "VII - Information on Services and Offers" and to inform of the various insurance offers and services commercialized by APRIL Group or APRIL International Canada partners. The user may refuse, at any time, the commercial use of their data by writing to the address mentioned below or by e-mail reply. If the User is not yet an April International Canada client, the e-mail address will not be used for commercial purposes.
XX - 2/ Login and password
The ID account is the email address entered by the user during the online subscription. In the case of lost or forgotten PIN code, the user can go to http://tarif-canada.april-international.com/monespace and click the button “Forgot your password?” The user indicates the e-mail address entered at time of purchase online and the password will be sent automatically to this address.
XX - 3/ Login to the Client Access of APRIL International Canada
This service is available to policyholders who have subscribed to certain contracts online. Upon confirmation of the subscription, the insured will receive an username and password by e-mail to access their account. On subsequent uses, the user needs only to enter the username and password.
XXI - Terms and Conditions specific to APRIL USA ASSISTANCE
XXI - 1/ Protection of personal data and Ownership of Informations
APRIL USA ASSISTANCE through this website may collect general, non-personally identifiable information, such date and times that the site is visited and the pages within the site that were accessed. This information is used to improve the website’s usability and overall customer experience. Personally identifiable information, such as name, address or policy information is collected only when voluntarily offered and is used solely for transacting a policy. This information is maintained in strict confidentiality between APRIL USA ASSISTANCE and its underwriters.
Any information, other than personal data or information, you transmit to APRIL USA ASSISTANCE via this website, by electronic mail or otherwise, including data, questions, comments, or suggestions will be treated as non-confidential and non-proprietary and will become the property of APRIL USA ASSISTANCE . Such information, other than personal data or information may be used for any purpose, including, but not limited to, reproduction, solicitations, disclosure, transmission, publication, broadcast, and posting. APRIL USA ASSISTANCE is free to use any ideas, concepts, know-how, or techniques contained in any communication you send to APRIL USA ASSISTANCE via this website or by any other means for any purpose whatsoever, including, but not limited to, developing and marketing products using such information.
All information collected, whether personally identifiable or non-personally identifiable, and whether relating to our partner agents or to our insured travelers, is used exclusively for APRIL USA ASSISTANCE’s internal purposes and is never disclosed to any non-affiliated third parties.
XXI - 2 Right to cancel the insurance and procedure
Users are entitled to cancel their insurance by email to or by letter sent by registered post with acknowledgement of receipt to APRIL USA Assistance at the address shown in the general policy terms and conditions provided, within fourteen (14) days of the date on which the insurance was taken out. The email or Cancellation letter should precise the policyholder name(s) & policy number(s).
The policy will cease to apply on the date on which the email or cancellation letter is received and any premiums already paid will be fully refunded.
In the event that any payments have already been made under a policy, it cannot be cancelled in this way.
XXII - Terms and Conditions specific to APRIL International UK
XXII - 1/ About us
APRIL International UK Limited (APRIL International UK or AIUK) of Minster House, 42 Mincing Lane, London, EC3R 7AE, United Kingdom is an insurance intermediary and an appointed representative of APRIL MEDIBROKER LIMITED (No 304773) which is authorised and regulated by the Financial Conduct Authority (FCA).
APRIL International UK acts as agent for insurers in issuing accident and health (including life) insurance policies under the APRIL International brand. AIUK is the registered holder of the APRIL International UK trade mark.
Any references to “you” are to any person identified as an insured in any policy we issue or as a User. Any references to the your “insurances” or
“insurance policies” are solely to APRIL International UK insurances and insurance policies.
You can check AIUK’s name and address, and that we are included on the FCA’s Register of appointed representatives (as well as the details of our principal) , by visiting the FCA’s website www.FCA.org.uk or by contacting the FCA on 0207 066 9200.
The email address of our personnel is firstname.lastname@example.org
XXII - 2/ Protection of personal data
The information you have provided will become part of the personal data held by APRIL International UK Limited and will be used for the provision and administration of insurance products and services.
APRIL International UK Limited may disclose your personal data to insurance companies and to their agents for underwriting, claims handling and fraud prevention purposes.
In addition, it may seek information from insurance companies to check the answers that you have provided. Full details of the APRIL International UK Limited’s processing of personal data appear in the register maintained by the United Kingdom’s Information Commissioner.
XXII - 3/ Complaints procedure
APRIL International UK’s objective is to provide its clients with a high level of service at all times. With the best of intentions the company accepts that there may be an occasion when you, as a customer, feel that this objective has not been met.
Should you have any reason to complain, in the first instance you should contact a Director at APRIL International UK providing your name, certificate number and full details of your concern. The contact details are:
April International UK
42 Mincing Lane
London, EC3R 7AE
Tel: +44 (0) 203 418 0470
In the event that you remain dissatisfied and wish to file a formal complaint with the insurer of APRIL International UK, please follow the below instructions- full details of the complaints procedure is also detailed in your policy guide.
If the insurer on your certificate of insurance is CATLIN INSURANCE COMPANY (UK) LIMITED
You may refer the complaint to the Complaints Manager at Catlin Insurance Company (UK) Ltd. The address is:
Catlin Insurance Company (UK) Ltd.
20 Gracechurch Street
London, EC3V 0BG
Tel: +44 (0) 207 743 8487
Alternatively, if the insurer on your certificate of insurance is CATLIN UNDERWRITING AGENCIES LIMITED
You may refer the complaint to the Complaints Manager at Catlin Underwriting Agencies Limited. The address is:
Catlin Underwriting Agencies Limited
20 Gracechurch Street
London, EC3V 0BG
Tel: +44 (0) 207 743 8487
If your policy is insured by CATLIN UNDERWRITING AGENCIES LIMITED you can if you wish refer your complaint to Lloyd’s. Lloyd’s will investigate the matter and provide a final response. Lloyd’s contact details are as follows:
One Lime Street
London EC3M 7HA
Telephone: +44 (0) 20 7327 5693
Fax: +44 (0) 20 7327 5225
If should you are still dissatisfied with the insurers final response, you may, if eligible, refer your complaint to the Financial Ombudsman Service (FOS). The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and businesses providing financial services. The FOS’s contact details are as follows:
If you purchased your insurance online, please note that you can, if you wish, also submit your complaint via the Online Dispute Resolution (ODR) Platform set up by the European Commission. This service has been set up to help residents in the European Union (EU) who have purchased goods or services online, get their complaint resolved. You can access the ODR Platform by clicking the following link:
This does not affect your right to submit your complaint following the process above. Please note that under current rules the European Commission will ultimately redirect your complaint to the Financial Ombudsman Services (FOS).
This complaints procedure is without prejudice to your right to take legal action.