• 0800 389 4852

    Call free Mon – Fri: 9am – 5pm excluding bank holidays. Calls may be recorded.

  • Donations to Age UK's charitable work from Age Co sales are expected to reach £3 million each year

  • Age Co Travel Insurance is administered by Ageas Retail Limited

Contact

Get in touch with any questions you have


General Queries

For questions relating to either this Quotation or the Policy Cover call on

0345 600 3348

How to Complain

Should there ever be an occasion where you need to complain, we will sort this out as quickly and fairly as possible.

  • If your complaint is about the sale or administration of your policy, you can telephone Age UK Customer Services department on 0800 085 3741
  • If you have a complaint regarding your claim,please telephone us on the number shown on your claims documentation.
  • Alternatively, you can write to us at the address shown below or email us through our website at www.ageas.co.uk/complaints (please include your policy number and claim number if appropriate).

    Customer Services Advisor
    Age UK Travel Insurance
    Ageas House
    Hampshire Corporate Park
    Templars Way
    Eastleigh
    Hampshire SO53 3YA

We will try to resolve your complaint by the end of the third working day. If we are unable to do this, we will write to you within five working days to either:

  • Tell you what we have done to resolve the problem; or
  • Acknowledge your complaint and let you know when you can expect a full response. We will also let you know who is dealing with the matter.

We will always aim to resolve your complaint within four weeks of receipt. If we are unable to do this we will give you the reasons for the delay and indicate when we will be able to provide a final response.


If we cannot resolve the differences between us, you may refer your complaint to the Financial Ombudsman Service (FOS) and further information about this can be found below.

  • If your complaint is concerning section 14 - Travel Legal Guard, please write to us at;

    DAS Legal Expenses Insurance
    Company Limited
    DAS House
    Quay Side
    Temple Back
    Bristol BS1 6NH

Alternatively, you can email them at customerrelations@das.co.uk

  • If your complaint is concerning section 15 - End Supplier Failure please contact International Passenger Protection Limited direct at;

    International Passenger Protection Limited
    IPP House, 22-26 Station Road
    West Wickham, Kent BR4 0PR

They will review your complaint and do our best to address your concerns. If the matter is not resolved to your satisfaction you can write to the Financial Ombudsman service and further information about this can be found below.


If the appropriate party above cannot resolve your complaint, you may refer your complaint to the Financial Ombudsman Service. You can ask the Financial Ombudsman Service to review your complaint if for any reason you are still dissatisfied with the final response, or if the appropriate party have not issues their final response within eight weeks from you first raising the complaint.


You can contact the Financial Ombudsman Service at the address below, however they will only consider your complaint once you've tried to resolve it with the appropriate party.

  • Financial Ombudsman Service
    Financial Ombudsman Service
    Exchange Tower
    Harbour Exchange Square
    London E14 9SR

For further information, you can visit their website: www.financial-ombudsman.org.uk


Please note that if you do not refer your complaint within six months, the Ombudsman will not have our permission to consider your complaint and therefore will only be able to do so in very limited circumstances. For example, if it believes that the delay was a result of exceptional circumstances. Using this complaints procedure will not affect your legal rights