Making a complaint

RIAS aims to offer the best possible customer service at all times. However, from time to time it may be possible that you’re not completely satisfied with the service that we provide – and if that is the case, we want to know about it as soon as possible.

If you have any complaints – big or small – don’t hesitate to get in touch because we want to resolve the issue quickly and to your satisfaction. Just get in touch with us now using any of the methods below:

Phone: 0345 045 0059

Email: customersatisfaction@rias.co.uk

In writing:
Customer Relations Manager
Deansleigh House
Deansleigh Road
Bournemouth
Dorset
BH7 7DU

If you have an issue with your individual insurer then please contact them regarding the service it provides. This could include the claim service or the settlement offered after a claim.

However, if you feel dissatisfied with the service provided to you and either the summary resolution or final response letter you receive – either from RIAS or an individual insurer – you have the right to get in touch with the Financial Ombudsman Service, free of charge, within six months of the date of the summary resolution or final response letter. Referral to the Financial Ombudsman Service does not affect your right to take legal action. You can contact them as follows:

In writing:
Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR

Phone: 0800 023 4567

Email: complaint.info@financial-ombudsman.org.uk

Please note that if you do not refer your complaint within the six months, the Financial Ombudsman Service will not have RIAS’ 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 as a result of exceptional circumstances.

Alternatively if you purchased one of our products online, you can also make your complaint via the Online Dispute Resolution (ODR) platform. Online Dispute Resolution (ODR) platform.

  • Car insurance

    Ageas

    Phone
    0345 125 6850

    Email
    via their website at http://www.ageas.co.uk/contact_us

    Address
    Customer Services, Ageas Insurance Limited, Ageas House, Hampshire Corporate Park,Templars Way, Eastleigh, Hampshire, SO53 3YA

  • Home insurance

    Ageas

    Phone
    0345 122 3281

    Address
    Ageas House, Hampshire Corporate Park,Templars Way, Eastleigh, Hampshire, SO53 3YA

  • Travel insurance

    If you have a complaint regarding the service you received or claim and you purchased your policy before 25th November 2015, please contact Intana on 01444 442 010, quality@intana-assist.com  or Quality Department, Intana, Sussex House, Perrymount Road, Haywards Heath, West Sussex, RH16 1DN.

    If you have a complaint regarding the policy literature, sale or service you received and you purchased your policy on or after 25th November 2015, please contact RIAS Travel Insurance on 0345 234 0008, alternatively, email enquiries@riastravel.co.uk or in writing to RIAS Travel Insurance, Digital House, Threshelfords Business Centre, Feering, Kelvedon, Colchester, Essex, CO5 9SE.

    If you have a complaint regarding your claim and your policy started on or after the 25th November 2015, please contact Ageas Insurance Limited using the phone number stated on your Claims correspondence, alternatively email through the website, www.ageas.co.uk/complaints or in writing to Customer Services Advisor, Ageas Insurance Limited, Ageas House, Hampshire Corporate Park, Templars Way, Eastleigh, Hampshire SO53 3YA. 

  • Breakdown insurance

    Intana

    Phone
    01444 442010

    Email
    quality@intana-assist.com

    Address
    Quality Department, Intana, Sussex House, Perrymount Road, Haywards Heath, West Sussex, RH16 1DN

  • Caravan insurance

    K. Drewe Insurance Brokers Ltd

    Phone
    0345 33 03 012

    Email
    mail@kdib.co.uk

    Address
    K. Drewe Insurance Brokers Ltd, The Post House, 14 Load Street, Bewdley, Worcestershire, DY12 2AE

  • Life plan

    Ageas Protect

    Phone
    0345 600 6830

    Email
    RIAS@ageasprotect.co.uk

    Address
    Ageas Protect, Customer Care Team, PO Box 206, Abbey View, 4 Penfold Drive, Wymondham, NR18 8AJ

  • Funeral plan

    Dignity

    Phone
    0800 731 0655

    Address
    Client Liaison Officer, Spencer House, 62a The Parade, Sutton Coldfield, West Midlands, B72 1GT

  • Home Protection

    Inter Partner Assistance SA

    Phone
    01737 852584

    Address
    Claims Relationship Manager, Property Team, Inter Partner Assistance SA, The Quadrangle, 106-118 Station Road, Redhill, Surrey, RH1 1PR

  • Broken Bones Cash Plan

    Ace European Group for claims complaints

    Phone
    0345 841 0058

    Email
    a&hcustserv.complaints@acegroup.com

    Address
    Customer Service Manager, ACE European Group Limited, 200 Broomielaw, Glasgow, G1 4RU

     

    If you complaint is about the sale of your Broken Bokes Cash Plan:

    Email
    customerservice@rias.co.uk

    Phone
    0345 234 0117

    Lines are open 8.30am - 8pm Mon - Fri and 8.30am - 4pm Sat

  • Legal Protection

    For both Legal Protection (home) and Legal Expenses (car), contact:

    Arc Legal Assistance Ltd

    Phone
    01206 616003

    Email
    enquiries@arclegal.co.uk

    Address
    Arc Legal Assistance Ltd, PO Box 8921, Colchester, CO4 5YD

  • Key Protection

    Direct Group Ltd

    Phone
    03301 026 030

    Address
    Customer Services, Direct Group Limited, Direct House, 4 Sidings Court, Doncaster, DN4 5NU

  • Excess Protection

    If your policy started on or after 21st February 2016, please contact Ageas Services (UK) Limited:

    Phone
    0345 415 0483

    Address
    Customer Services Advisor, Ageas Services (UK) Limited, Ageas House, Tollgate, Eastleigh, Hampshire SO53 3YA.

     

    If your policy started before 21st February 2016, please contact Auxillis Assistance:

    Phone
    0800 077 8165

    Address
    The Quality Compliance Executive, Auxillis Assistance Ltd, Redmond House, Fern Court, Bracken Hill Business Pack, Peterlee, Co Durham, SR8 2RR.

  • Personal Accident

    Ageas Insurance Limited (AIL) for claims complaints

    Phone
    0344 748 0103

    Email
    personal.accident@ageas.co.uk

    Address
    Ageas Insurance Limited, Ageas House, Hampshire Corporate Park, Templars Way, Eastleigh, Hampshire SO53 3YA

     

    If you complaint is about the sale of your Personal Accident cover:

    Email
    customerservice@rias.co.uk  

    Phone
    0345 234 0117

    Lines are open 8.30am - 8pm Mon - Fri and 8.30am - 4pm Sat

  • Garden Secure

    Direct Group

    Phone
    0345 045 1328

    Address
    Direct Group Limited, Direct House, 4 Sidings Court, Whote Rose Way, Doncaster, DN4 5NU