Assura Protect was founded on the simple philosophy that insurance should be:
If you feel that we have either not lived up to, or provided the highest standard of:
- Customer care and service, and /or
- Product Support
Assura Protect wants to know … So we can try and put things right.
If you have a complaint about any Assura Protect policies, or payments of benefits, you have several methods available:
- Speak to your Advisor. Often a qualified Advisor can either help explain an outstanding issue or to help advocate on your behalf.
- Contact the policy underwriter directly. Customer Service Manager at
Compass Underwriting Limited
30 Dukes Place
Free Telephone: 0800 032 4456 or email: firstname.lastname@example.org
When calling please have ready and give:
- your name and phone number
- your policy or claim number and the type of policy you hold
- the reason for your complaint.
When writing please include the following in your letter or email
- Write ‘Complaint’ at the top of your letter or in the subject line
- Give your full name, postcode and phone numbers
- Include the type of policy and your policy or claim number
- Explain clearly and briefly, the reasons for your complaint
We expect to sort out most complaints quickly and satisfactorily at this stage.
Financial Ombudsman Service. If it is not possible to reach an agreement, you have the right to make a direct appeal to The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, Docklands, London, E14 9SR.
If calling from a landline 0800 023 4567 FREE or if calling from a mobile 0300 123 9123.
This also applies if you are insured in a business capacity and have an annual turnover of less than €2 million and fewer than ten staff.
The above complaints procedure is in addition to your statutory rights as a consumer. For further information about your statutory rights contact your local authority Trading Standards Service or Citizens Advice Bureau.
Alternatively, If you purchased your insurance online, please note that you can, if you wish, also submit your complaint via the Online Dispute Resolution (ODR) Platform set up by the European Commission. This service has been set up to help residents in the European Union (EU) who have bought goods or services online, get their complaint resolved. You can access the ODR Platform by clicking on the following link:
This does not affect your right to submit your complaint following the process above. Please note that under current rules the European Commission will ultimately redirect your complaint to the Financial Ombudsman Service (FOS)
To help us improve our service, we may record or monitor phone calls.