Make a complaint

We always try to provide a first-class service, but if for some reason we’ve failed, please let us know and we’ll do our best to make things better.

To contact our customer relations team, please email

If you need to call, you can speak to the complaints team on 0330 400 1387.

Or you can write to us using the below addresses:

If you bought your travel insurance policy with InsureandGo before September 1st 2021.

Customer Relations Manager
InsureandGo Insurance Services
One Victoria Street
Bristol Bridge

If you bought your travel insurance policy on or after October 18th 2021:

Customer Relations Manager
2nd floor
Maitland House
Warrior Square

We will do our best to resolve the situation with you, but if you don’t think we’ve done this to your satisfaction, you should refer your complaint to the independent Financial Ombudsman Service.

To contact them, please write to the address below:

The Financial Ombudsman Service
Exchange Tower
E14 9SR

You can also call them on 0800 023 4567 or email them at


InsureandGo Complaints Report

Name: Insure & Go Insurance Services Ltd

Period covered in this report: 1 January 2020 to 30 June 2020

Trading names included:,,


Number of complaints opened per 1000 policies sold (at reporting period end date)1.14
Number of complaints opened586
Number of complaints closed278
Percentage closed within 3 days30.22%
Percentage closed after 3 days but within 8 weeks47.12%
Percentage upheld60.79%
Main cause of complaints openedGeneral admin/customer service
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