At Direct Travel Insurance we aim to provide the highest standard of service to every customer. If our service does not meet your expectations, we want to hear about it so we can try to put things right.
All complaints received will be taken seriously, helping us to understand your concerns and provide you with a fair response.
If your complaint relates to your policy, please contact:
Direct Travel Insurance
Threshelfords Business Park
Tel: 0330 880 3600
When you contact the complaints department, please include the following information:
- Personal information - name, address, postcode, telephone number, email address
- Policy details - policy number, claims number, type of cover, cover level
- The reason for your complaint
Any written correspondence should be titled 'COMPLAINT' and you may include copies of supporting evidence.
If we are unable to resolve your complaint immediately, we will send you a written acknowledgement within 2 days of receiving your complaint. We will then investigate your complaint and - in most cases - send you a full written response within 2 weeks of receiving your complaint.
In exceptional cases where we are unable to complete investigations within 2 weeks, we will send you a full written response as soon as possible, and always within 4 weeks of receiving your complaint.