Home insurance - Delays or no response to communications

Based on resolver’s experience to date, waiting on the phone to speak to an insurance adviser can be a frustrating experience – especially if you trying to make an urgent claim. You should mention this to the telephone adviser who should apologise on behalf of the company and who might be able to give you a direct number to use if you need to contact a specific office again. If the waiting time is continually unacceptable then resolver recommends that you submit your concern to the customer services department of your insurer in writing and resolver can assist you in submitting, recording and reminding you when and who to escalate to.

Resolver can help you resolve this issue quickly, free of charge and without the hassle. We can also help you with the next step of writing your complaint. Click on the link below to create your email.

If you can't resolve your issue within 8 weeks of making your complaint (or if you've received a 'deadlock letter' or final decision from the company), you can escalate your case to the Ombudsman.

Your complaint must be under 6 months old to be escalated to the Ombudsman.

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