Complaints

We know on occassion people may not be happy for one reason or another. In the unlikely event you have a reason to make a complaint please select your product below to see the complaints procedure you should follow.

We aim to provide all our customers with a high standard of service and customer care. This is particularly important when dealing with any complaints, which we are committed to resolving as quickly as possible.

How to make a complaint

If your complaint relates to some aspect of the sale of your policy please contact the broker or financial advisor that sold the policy to you.

If your complaint relates to any aspect of administration or claim, please contact Cavere at:

Cavere Insurance Head Office
2 Horizon Court
Audax Close
Clifton Moor
York
YO30 4RB

Tel: 0333 311 0339
E-mail: Keystone@cavere.co.uk

We will acknowledge and record your complaint and try to resolve it by the the close of business on the third working day following receipt. Some complaints may take longer to resolve and we will then write to you to let you know the name of the complaints reviewer who is investigating your complaint and that you can expect to receive a response from them within 2 weeks of the date of your complaint.

Should you remain dissatisfied with the complaints reviewer’s response that you receive, or you have not heard from them within 2 weeks, you are entitled to refer your complaint to Ageas. Ageas will investigate the matter and provide a final response. They aim to conclude the majority of complaints received within 8 weeks.

Ageas contact details are as follows:

Complaints
Ageas
Hampshire Corporate Park
Templars Way
Eastleigh
Hampshire
SO53 3YA

Email: complaints@ageas.com
Telephone: 0844 999 999
Website: www.ageas.co.uk/make-a-complaint/

Should you remain dissatisfied with Ageas' decision you may, if you wish, refer your complaint to the Financial Ombudsman Service (FOS).

The FOS is a free independent service in the UK for settling disputes between consumers and businesses providing financial services.

You can refer your complaint to the FOS at any time, but they will need agreement from Ageas to investigate complaints where:

If you decide to refer your complaint to the FOS, after Ageas have issued their final response, you should do so within 6 months of the date on their final response letter.

The FOS’s contact details are as follows:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Email: complaint.info@financialombudsman.org.uk
Telephone: 0800 023 4567 (calls to this number are free from “fixed lines” in the UK) or 0300 123 9123 (calls to this number are charged at the same rate as 01 and 02 numbers on mobile phone tariffs in the UK)
Website: www.financial-ombudsman.org.uk