Here to listen…and act

At Cigna, providing excellent customer service is something we always strive to achieve. When that doesn't happen, we want you to tell us about it so we can have the opportunity to put matters right.

We all get things wrong from time-to-time. The only way we can learn from any mistakes is when you let us know about it. This page explains how to tell us about a complaint and what to do if we can’t resolve it for you.

Most things can be sorted out by speaking to the staff directly responsible for the handling of your policy or claim. They will do their best to address the complaint to your satisfaction. It is our experience that most complaints can be resolved early when you first tell us about it.

If you are not satisfied with the response and the course of action proposed, ask the staff member who will advise you how to progress your complaint through our Internal Complaints Procedure. You will be told what we are going to do and how long it is likely to take. Your details will then be passed to our Customer Relations team who will acknowledge your complaint in writing and carry out an independent review.

You may also contact Customer Relations at the address below, giving full details of your complaint including the names of the people you have dealt with and what you would like us to do to resolve the matter.

For travel, protection, life, health or accident insurance complaints

Customer Relations Unit, Cigna Insurance Services, 1 Drake Circus, Plymouth, PL1 1QH.

Tel: 0330 102 6558 (Monday – Friday 9am-5pm)

Email: customerrelations.plymouth@cignainsurance.co.uk

For legal protection complaints

Abbey Legal Protection, Corinthian House, 17 Lansdowne Road, Croydon, CR0 2BX.

Tel: 0203 878 6900

Email: personal.legal.claims@abbeylegal.com or commercial.legal.claims@abbeylegal.com

If you are not satisfied with the outcome of our Internal Complaints Procedure, you may refer the matter to the Financial Ombudsman Service (FOS). The FOS is a free service which has been set up to resolve disputes between customers and financial firms. They can be contacted at:

Financial Ombudsman Service (Insurance Division), South Quay Plaza, 183 Marsh Wall, London, E14 9SR.

Tel: 0800 023 4567

www.financial-ombudsman.org.uk

You must approach the Financial Ombudsman Service within six months of our final response to your complaint. We will remind you of the time limits in our final response.

The quickest and most effective way to resolve a dispute or misunderstanding is to follow our Internal Complaints Procedure prior to referral to the Financial Ombudsman Service.