Most reviewed travel insurance provider
Voted Best Company for Travel Insurance 7 years in a row by the British Travel Awards
Most reviewed travel insurance provider
Most reviewed travel insurance provider with 422,700 reviews
Most reviewed travel insurance provider
Defaqto 5 star rated Travel Insurance Comprehensive and Signature cover
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Sales Team
0333 006 8052
Opening hours Telephone Hours
  • Mon - Fri: 8:30am - 8pm
  • Sat: 9am - 5:30pm
  • Sun: 10am - 4pm
Customer Services

Get a faster response from a member of our team.

Opening hours Telephone Hours
  • Mon-Fri: 8:30am to 6pm
  • Sat: 9am to 5pm
  • Sun: closed
Chat Now

Alternatively, you can give us a call. You may be charged a £15 fee for making a change to your policy over the phone. You can make changes without additional charge by logging into My Staysure.

Opening hours Telephone Hours
  • Mon–Fri: 8:30am to 8pm
  • Sat: 9am to 5:30pm
  • Sun: 10am to 4pm
Call us 03330 144512
Chat to us for a quicker response
Get a faster response from a member of our team.
Chat Now
Chat opening hours: Mon-Fri 8:30am to 6pm , Sat 9am to 5pm , Sun closed ,
Alternatively, you can give us a call. You may be charged a £15 fee for making a change to your policy over the phone. You can make changes without additional charge by logging into My Staysure.
Call Us 03330 144512
Opening hours: Mon–Fri 8:30am to 8pm , Sat 9am to 5:30pm , Sun 10am to 4pm ,
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Sales Team 0333 006 8052
Opening times Telephone Hours
  • Mon - Fri: 8:30am - 8pm
  • Sat: 9am - 5:30pm
  • Sun: 10am - 4pm
Customer Service
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Staysure Complaints

Our approach to your feedback and how to make a complaint

Unhappy with your Staysure experience? We’d like to hear from you.

We class a complaint as ‘any expression of dissatisfaction – whether written or verbal.’

You can see if your question is answered in our FAQs below or you can contact us today.

See our Complaints Data

Our Complaints Process

1
How do I make a complaint?
Please select an option below that best describes your complaint for us to help you further, or read the common questions in our FAQs section.
2
What information do I need to provide?
Please include your policy/quote number, as well as your contact details for us to respond to you as soon as possible.
3
What happens next?
Your complaint will be assigned to the Complaints Department who will acknowledge your complaint in writing within 5 days and issue a final response within 8 weeks.
4
What if I'm not happy?
If you believe your complaint hasn't been handled appropriately, or you're unhappy with the outcome, it may then be referred to the Financial Ombudsman Service. You'll have six months to contact the FOS following your complaint.

What is your complaint regarding?

Travel Insurance Sales

Travel Insurance Claims

Holiday Home

Golf

Complaints FAQs

You will receive a written acknowledgement within 5 days of raising your complaint. We have up to 8 weeks to investigate and respond to a complaint, however we aim to contact you a lot sooner. If you are travelling within this period, please let us know and we will mark your complaint as a priority to deal with urgently.
While we attempt to investigate and resolve complaints as quickly and efficiently as possible, we have up to 8 weeks to resolve a complaint and provide you with our final decision.
You can submit a complaint in writing to [email protected] or via our address:
Britannia House, 3-5 Rushmills Business Park, Bedford Rd, Northampton NN4 7YB
Alternatively, you can contact our Customer Service team by telephone on 0333 006 8033
When a complaint has been resolved within 3 working days, a Summary Resolution Letter is given. If the complaint can't be resolved within 3 working days, a Final Resolution Letter will be issued within 8 weeks.
If you remain unhappy with the outcome of your complaint, you may escalate your case to the Financial Ombudsman Service when a Summary Resolution Letter or Final Response Letter has been raised. If you have not received a response to your complaint within 8 weeks, you may also escalate directly to the Financial Ombudsman Service at this stage.
If your complaint was raised to us more than 8 weeks ago, you have the right to escalate your complaint to the Financial Ombudsman Service.