Contact Us
Our Location


If you have a complaint about the sale of your policy or our website, please contact us on

We will do our best to resolve your complaint within 8 weeks of receipt of your initial complaint. If we are unable to resolve your complaint you may refer the matter with the Financial Ombudsman Service ( You will also be able to use the EC On-line Dispute Resolution (ODR) platform at who will notify the Financial Ombudsman Service on your behalf. Our full Complaints Procedure is available on request.

For all other complaints (including about Claims), please refer to the Complaints Procedure of your policy wording.

UK Office:,
1 Neptune Court, Vanguard Way,
Cardiff, CF24 5PJ
Customer Service: 0333 355 6184
Sales: 0844 871 6184*
*Calls cost 7p per minute plus your phone company's access charge
Fax: 0844 871 0251

Christmas Opening Hours:
Sat 22nd Dec:  10am – 2pm
Sun 23rd Dec:  10am – 2pm
Mon 24th Dec:  9am – 12 noon
Tues 25th Dec:  Closed
Wed 26th Dec:  Closed
Thurs 27th Dec:  10am – 4pm
Fri 28th Dec:  10am – 4pm
Sat 29th Dec:  10am – 2pm
Sun 30th Dec:  10am – 2pm
Mon 31st Dec:  10am – 4pm
Tues 1st Jan:  Closed
Wed 2nd Jan:  Business as usual

All Claims should be sent to the Loss Adjuster.
Direct Group Travel Services.
Tel: 0344 412 4296