What is the complaint process?

We must report any complaint where the customer feels they have suffered or may suffer financial loss, material distress, or material inconvenience. These complaints are only related to the service provided by HX and are not claims issues as these are handled directly by the relevant underwriter. Underwriter complaints go directly to the underwriter. See the Policy Wording for their complaint information. 

All complaints are equally important whether received on the phone or in a email/letter or even face to face. Even if a complaint seems silly or unjustified at the outset, we must treat it seriously and professionally. We can deal with a third party complaining on behalf of the customer if we are certain the lead customer has given their consent. The complaint has to be about a regulated product/ financial service.

If a customer asks to make an insurance complaint about HX, HX's complaints details are on the Policy Wording, alongside the FCA's contact details and the Underwriter's complaints details but customers can contact us via Insurance: Customer Support, Holiday Extras, The Wave, Newingreen, Hythe, Kent, CT21 4JF or 01303 815318 or [e-mail]

 

Here is a copy of our Complaint's Handling Process:

 

 

Here's some tips on how to deal with COVID or pro-rata refund complaints: https://docs.google.com/document/d/1QnS1eCjbTNKOrwxILoIXE7eRMyy5L-B0FB-7a3Znmtc/edit?ts=5e71f6b4