• All Medical Conditions Considered
  • No Age Limit on Single Trips
  • Over 30 years in Travel Insurance
  • Choose From Three Cover Levels

At Premier Cover we strive to provide premier cover, premier service and premier value. However, if you feel unhappy in regards to any aspect of your experience please tell us by getting in touch using the form below and include the following information:

  • Your personal details
  • Your policy/claim details
  • What’s gone wrong
  • What you want us to do to put things right

Complaints Form

Alternatively, you can:

  • Send us an email: complaints@tifgroup.co.uk.
  • Write to: The Customer Insights Manager, URV, 1, Tower View, Kings Hill, West Malling, Kent, ME19 4UY.
  • Telephone: 0203 829 6604

What we’ll do to resolve your complaint

  • We empower our staff to support you and aim to resolve most issues within three working days, following receipt of your complaint.
  • If we can’t resolve it within three working days, we will be in touch with you as soon as we can and let you know what will happen next.
  • We’ll treat your complaint fairly.
  • We’ll resolve your complaint as soon as possible.
  • For more complex issues it’s likely that we will need longer to look into what’s happened and we may ask you for further information to help us reach a decision.
  • We’ll give you regular updates.

And once we’ve dealt with your complaint, we’ll go back and see what we can learn from your experience.

If you’re not happy with our response to your complaint

If you feel we’ve not considered all of your issues or you can provide further information, please let us know and we’ll be happy to review it. But if you’re unhappy with the outcome or we’ve been unable to resolve it within eight weeks you can ask the Financial Ombudsman Service (FOS) to carry out an independent review of your complaint. FOS is an agency for arbitrating on unresolved complaints between regulated firms and their clients. The service provided by the FOS is free and impartial and contacting them does not affect your legal rights. If you decide to contact them, you should do so within six months of our response letter.

You can contact them by:

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

Phone:
UK: 0300 123 9123 or 0800 023 4567
Abroad: +44 20 7964 0500

Writing to:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Their website also has a great deal of useful information:
www.financial-ombudsman.org.uk

If you have purchased your policy online and are unhappy with the product or the service you received, you can also use the European Commission’s Online Dispute Resolution service to make a complaint at ec.europa.eu. The purpose of this platform is to identify a suitable Alternative Dispute Resolution (ADR) provider and we expect that this will be the Financial Ombudsman Service.