Trouble contacting your insurance company?

A reader from Coventry is having trouble getting in contact with his insurance company over a home insurance claim.

Ian Durrell, myfinances.co.uk insurance expert from the Only Group, which includes onlyinsurance.com, tackles the issue.

A reader asks:

My TV was damaged and I have been trying to get a hold of my insurance company (a well known big one at that) to see about a claim and that is where the problem starts...

I work long awkward hours so I can only phone them when I finish work late in the evenings and all I get put through to is their call centre which is not in this country and I have now been promised four times that someone would phone me back the following day so I can see if I'm covered but no-one contacts me.

My day consists of a lot of driving which does not permit me to chase them up but when I have tried I have been stuck on automated hold for over 45 minutes a time.

It is now coming up for a week with no TV for the kids and other half at home and I still cannot get anyone to start my claim.

What is my best cause of action to at least get someone to contact us?

Ian replies:

Send a complaint by email and in writing to the relevant departments.

You should be able to find this information on the insurers' website. Also think about contacting the Financial Ombudsman Service.


If you have a question for Ian, go to the myfinances.co.uk Ask the Insurance Expert section.

Only Group is authorised and regulated by the Financial Services Authority.