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Complaints Procedures

Chubb is dedicated to providing a high quality service and wants to maintain this at all times. If you are not satisfied with this service, please contact Chubb, quoting your Policy details, so that we can deal with the complaint as soon as possible.

The Customer Service Manager,
First Trust Bank Travel Insurance,
PO BOX 1086,
Belfast
BT1 9ES

Tel: 0800 519 9942 or if calling from abroad +44 (0)141 285 2309
Email: firsttrustbank.travelinsurance@chubb.com

If you have a complaint in relation to a claim, please contact:

The Claims Manager,
First Trust Bank Travel Insurance,
PO BOX 1086,
Belfast
BT1 9ES

Tel: 0800 519 9942 or if calling from abroad +44 (0)141 285 2309
Email: firsttrustbank.travelinsurance@chubb.com

Following these complaints procedures does not reduce your statutory rights relating to your Policy. For further information about your statutory rights contact the Citizens Advice Bureau.

Financial Ombudsman Service

Chubb is a member of the Financial Ombudsman Service (FOS), who may be approached for assistance, if you are not satisfied following receipt of Chubb’s final response. A leaflet explaining its procedure is available on request.

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: +44 (0) 800 023 4567 (free from most landlines, charges may apply from a mobile phone)
+44 (0) 300 123 9 123 (calls charged at the same rate as 01 or 02 numbers on a mobile phone)

Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

European Online Dispute Resolution Platform

If you arranged your policy with Chubb online or through other electronic means (e.g. by phone, SMS, fax or mobile device), and have been unable to contact Chubb either directly or through the Financial Ombudsman Service, you may wish to register your complaint through the European Online Dispute Resolution platform.

Your complaint will then be re-directed to the Financial Ombudsman Service and to Chubb to resolve. There may be a short delay before we receive it.

Financial Services Compensation Scheme

In the unlikely event of Chubb being unable to meet its liabilities, a Policyholder may be entitled to compensation under the Financial Services Compensation Scheme. Their contact details are:

Financial Services Compensation Scheme
PO Box 300,
Mitcheldean,
GL17 1DY

Phone: 0800 678 1100 or 020 7741 4100
Fax: 020 7741 4101

Email: enquiries@fscs.org.uk
Website: www.fscs.org.uk