Help and support hub

Complaints with a firm

We are a trade association of insurance and long term savings companies, not a consumer or regulatory body and do not handle complaints.

Our advice

We are not in a position to intervene in matters regarding disputes between Insurers or long-term savings providers and their customers. We would advise you to log a complaint with your provider, or through your broker or financial adviser, as all initial complaints must be directed to the company so they have a chance to rectify the issue. If you are still unsatisfied with the outcome, you can contact the Financial Ombudsman Service (FOS) or the Pension Ombudsman to escalate the matter further.

The Financial Ombudsman Service and Pension Ombudsman are independent complaints adjudicators who can make company-binding decisions where appropriate by looking at individual case facts.

Financial Ombudsman Service

Telephone: 0800 023 4567

Email: complaint.info@financil–ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

Pension Ombudsman

Telephone: 0800 917 4487

Email: [email protected]

Website: https://www.pensions-ombudsman.org.uk/contact-us

Tracing a life insurance policy

As a representative organisation for the insurance and long-term savings industry, we cannot assist in individual arrangements you have with your provider.

If you don't have the policy document or know the name of the insurance company

If this is for yourself, a relative, or a friend:

• Check your own, or the other person's, bank account/credit card statements for evidence of payments to an insurer

• Contact Unclaimed Assets UK at www.unclaimedassets.co.uk

If you have the policy document, but you cannot contact the insurer

If this is for yourself, the company that issued your life insurance policy might have changed its name:

Go to the Policy Detective website at www.policydetective.co.uk
Enter the name of the company as it appears on your policy document
If the company has changed its name, Policy Detective will tell you what name the company is now trading under

Rebuild cost calculator.

We commissioned the Building Cost Information Service (BCIS) to provide general guidance to help you check the adequacy of your sum insured. They produce a range of detailed guidance on the cost of rebuilding houses and flats.

Top tips

You will need to register before using this calculator.
As a part of the registration process, you must accept the terms and conditions of use. Once registered, you will be able to use the calculator four times in any 12-month period.
Please refer to the website: www.abi.bcis.co.uk or call 0330 341 1000 for further information.

Buying insurance

We represents the UK insurance and long-term savings industry and, therefore, do not sell insurance. There are a number of ways of buying insurance. You can research the information before purchasing a policy or seek professional advice if unsure about the kind of cover you need.

BIBA

The British Insurance Brokers Association (BIBA) can help find specific requirements and particular insurance policies to fit exclusive conditions.

For all enquiries:

· Their web address is www.biba.org.uk

· You can call them on 0370 950 1790

Policies and prices vary from Insurer to Insurer. The ABI advises you to shop for the best cover for your needs.

Further guidance on types of insurance

Our website contains a lot of useful information across a whole range of personal and business insurance products, including motor, travel, pet, liability, cyber and business interruption. Find out what these products typically cover and don't cover.

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