Complaints Procedures

IMPORTANT NOTICE:

We use various insurers for products we sell. Please use the table on this page to locate the correct procedure for you to follow in order to make a complaint.

All complaints procedures will start the same, you must contact us with your complaint in order to start the process:

Sportsguard on behalf of The Admin Bureau Ltd
Address: One Overstone Heights, Overstone Road, Sywell, Northamptonshire, NN6 0AT
Telephone: 01604 644277
Fax: 01604 644661
E-mail: feedback@sportsguard.co.uk

If you are still unsatisfied we will give you the correct contact point to escalate the issue.

Personal Accident Complaints Procedure

Personal Accident Complaints Only

If the insured club or team or the insured person has any questions or concerns about or are dissatisfied with this certificate, the servicing of it or the handling of a claim (or claims) under it, they should, in the first instance contact:

Sportsguard on behalf of The Admin Bureau Ltd
Address: One Overstone Heights, Overstone Road, Sywell, Northamptonshire, NN6 0AT
Telephone: 01604 644277
Fax: 01604 644661
E-mail: feedback@sportsguard.co.uk

Stating the nature of their enquiry along with the certificate number as shown in the Schedule of Insurance and, if applicable, claim(s) references.

In the event that the insured club or team or the insured person still remain dissatisfied they can refer the matter to us by contacting:

The Complaints Team
Tokio Marine Kiln
Address: 20, Fenchurch Street, London EC3M 3BY
Telephone: +44 (0) 20 7886 9000
E-mail: complaints@tokiomarinekiln.com

If the insured club or team or the insured person is not satisfied with our response, they may refer to Lloyd’s by contacting:

The Complaints Team
Lloyd’s
Address: One Lime Street, London EC3M 7HA
Telephone: +44 (0) 7327 5693
E-mail: complaints@lloyds.com
Facsimile: +44 (0) 7327 5225
Website: www.lloyds.com/complaints

Details of Lloyd’s complaints’ procedures are set out in a leaflet “Your Complaint – How Can We Help” available at www.lloyds.com/complaints.

If the insured club or team or the insured person remains dissatisfied after all the above, they may be able to refer the complaint to the United Kingdom’s Financial Ombudsman Service (FOS) by contacting:

The FOS
Address: Exchange Tower, London E14 9SR
Telephone: 0800 0234 567 (calls are free from fixed lines in the United Kingdom), or 0300 1239 123
E-mail: complaint.info@financial-ombudsman.org.uk

Making a complaint does not affect the rights of the insured club or team or the insured person to take legal action. However, the FOS will not adjudicate on any cases where litigation has commenced.

If the insured club or team has purchased this insurance online the insured club or team or the insured person can also make a complaint through the European Union’s online dispute resolution (ODR) platform. The website for the ODR platform is: http://ec.europa.eu/odr.

Death from Natural Causes Complaints Procedure

Death from Natural Causes Complaints Only

If the insured club or team or the insured person has any questions or concerns about or are dissatisfied with this certificate, the servicing of it or the handling of a claim (or claims) under it, they should, in the first instance contact:

Sportsguard on behalf of The Admin Bureau Ltd
Address: One Overstone Heights, Overstone Road, Sywell, Northamptonshire, NN6 0AT
Telephone: 01604 644277
Fax: 01604 644661
E-mail: feedback@sportsguard.co.uk

Stating the nature of their enquiry along with the certificate number as shown in the Schedule of Insurance and, if applicable, claim(s) references.

In the event that the insured club or team or the insured person still remain dissatisfied they can refer the matter to us by contacting:

The Complaints Team
Global Benefits Europe on behalf of Omnilife Limited
Address: 32 Threadneedle Street, London, EC2R 8AY
Telephone: +44 (0) 20 7469 4611
E-mail: ma@globalbenefitseurope.com

If the insured club or team or the insured person remains dissatisfied after all the above, they may be able to refer the complaint to the United Kingdom’s Financial Ombudsman Service (FOS) by contacting:

The FOS
Address: Exchange Tower, London E14 9SR
Telephone: 0800 0234 567 (calls are free from fixed lines in the United Kingdom), or 0300 1239 123
E-mail: complaint.info@financial-ombudsman.org.uk

Making a complaint does not affect the rights of the insured club or team or the insured person to take legal action. However, the FOS will not adjudicate on any cases where litigation has commenced.

If the insured club or team has purchased this insurance online the insured club or team or the insured person can also make a complaint through the European Union’s online dispute resolution (ODR) platform. The website for the ODR platform is: http://ec.europa.eu/odr.

Travel Insurance Complaints Procedure

Travel Insurance Complaints Only

Any complaint should be addressed in the first instance to:

Sportsguard on behalf of The Admin Bureau Ltd
Address: One Overstone Heights, Overstone Road, Sywell, Northamptonshire, NN6 0AT
Telephone: 01604 644277
Fax: 01604 644661
E-mail: feedback@sportsguard.co.uk

If you are not satisfied with the way that a complaint has been dealt with please contact:

Compliance Officer
Ark Syndicate Management Ltd
30 Fenchurch Avenue
London EC3M 5AD

In the event that you remain dissatisfied and wish to take the matter further you can do so at any time by referring to Policyholder and Market Assistance at Lloyd’s. The contact details are:

Policyholder and Market Assistance
Lloyd’s
One Lime Street
London EC3M 7HA
Tel: +44 (0) 20 7327 5693
Fax: +44 (0) 20 7327 5225
E-mail: complaints@lloyds.com

Complaints that cannot be resolved by Policyholder and Market Assistance at Lloyd’s may be referred to the Financial Ombudsman Service.

Further details will be provided at the appropriate stage of the complaints process. This complaint procedure is without prejudice to your right to take legal proceedings.

Public Liability/Property & Assets Complaints Procedure

Public Liability/Property & Assets Complaints Procedure

IMPORTANT NOTICE
This section is only applicable if your policy number begins PLON99.

Any complaint should be addressed in the first instance to:

Sportsguard on behalf of The Admin Bureau Ltd
Address: One Overstone Heights, Overstone Road, Sywell, Northamptonshire, NN6 0AT
Telephone: 01604 644277
Fax: 01604 644661
E-mail: feedback@sportsguard.co.uk

If you are not satisfied with the way that a complaint has been dealt with please contact:

Compliance Officer
Sportscover Europe Ltd
Address: 75/77 Cornhill, London, EC3V 3QQ
Telephone: 0207 283 8444
E-mail: complaintuk@sportscover.com

Within 5 working days of receiving your complaint, the Compliance Officer will acknowledge the complaint and begin to investigate.

If you are insured with a Lloyds syndicate, the Compliance Officer will respond to you within 28 days to give you our final decision or advising that we have been unable to resolve the complaint within the 28 days and therefore the complaint has now been passed to Lloyd’s Complaints Department to resolve.

If you are not insured with Lloyds, after 28 days, the Compliance Officer will advise when he anticipates being able to offer you a final decision and why he is unable to do so at that stage. We will provide you with our final decision within a further 28 days or will advise you to take the matter to the Financial Ombudsman Service details of which can be found by visiting the Financial Ombudsman Service’s website http://www.financialombudsman.org.

The Financial Ombudsman Service may be contacted at:
Exchange Tower,
London E14 9SR.
You can also contact them on 0800 023 4567 or 0300 123 9123

If you are not satisfied with our final response and you are an Eligible Complainant you may also refer your complaint to the Financial Ombudsman Service.

Generally a person is an Eligible Complainant if the person is:

a) A private individual; or
b) A business, which has a group annual turnover of less than €2 million at the time the complaint is made and employs fewer than 10 people; or
c) A charity which has an annual income of less than £1million at the time the complaint is made; or
d) A trustee of a trust which has a net asset value of less than £1million at the time the complaint is made.

Address: Sportsguard, One Overstone Heights, Sywell, Northamptonshire, NN6 0AT • Telephone: 01604 644277 • Email: feedback@sportsguard.co.uk

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Sportsguard is a trading and product name of The Admin Bureau Ltd (Company Registration No: 2444201).
Authorised and Regulated by the Financial Conduct Authority (Firm Reference No: 305450).
© The Admin Bureau Ltd t/a Sportsguard 2019

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