Our clients underpin every aspect of our business. Through our customer focus and technical excellence, we provide them with a claims service that delivers help, support and guidance. We aim to ensure fair, equitable and speedy resolution of covered claims.
Our claims units are staffed with highly specialized legal and technical personnel with decades of experience in various disciplines. Our teams strive to handle claims efficiently, control costs and communicate effectively with all parties involved.
For inquiries on existing claims, please call +44 (0) 800 587 6713 and you will be directed to the appropriate UK Claims Analyst.
If you want to make a new claim or have a policy query, please refer to our Claims FAQ.
For brokers or intermediaries, please contact us here.
For legal reasons, we are required to verify your identity before we discuss any claim and/or release any data.
Making a complaint
Even with the best intentions, things can sometimes go wrong. If this happens, we need to know about it. Please get in touch with us by following the directions in the relevant section set out below.
If you would prefer to us to contact you, please complete our form below.
Please be ready to provide:
- Personal contact details
- Details about the policy
- Information about the complaint
- What you would like us to do
For complaints in respect of RiverStone Managing Agency
Syndicate 780
Commercial Clients
If you are a commercial B2B client and wish to either follow up a claim or make a complaint please use the form found here: Complaint contact details
Individual retail customers
If you are an individual who has bought a policy from Advent including one of the insurance providers listed below and you wish to make a complaint then we are here to help.
Pet Protect
http://www.petprotect.co.uk
VioVet
http://www.viovet.co.uk
Direct Travel Insurance
http://www.direct-travel.co.uk
G.J. Sladdin
http://www.sladdininsurance.co.uk
Further Support
Should you remain dissatisfied with the response that you receive from us, you may if you wish, refer your complaint to Lloyd’s. Lloyd’s will investigate the matter and provide a final response. Lloyd’s contact details are as follows:
Complaints
Lloyd’s
One Lime Street
London EC3M 7HA
Email: complaints@lloyds.com
Telephone: +44 (0)20 7327 5693
Fax: +44 (0)20 7327 5225
Website: www.lloyds.com/complaints
If you were sold this product online or by other electronic means and within the European Union (EU) you may refer your complaint to the EU Online dispute Resolution (ODR) platform. Upon receipt of your complaint the ODR will escalate your complaint to your local dispute resolution service – this process is free and conducted entirely online. You can access the ODR platform on http://ec.europa.eu/odr.
Alternatively, should you remain dissatisfied with Lloyd’s final response, you may, if eligible, refer your complaint to the Financial Ombudsman Service (FOS). The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and businesses providing financial services.
The FOS’s contact details are as follows:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Email: complaint.info@financial-ombudsman.org.uk
Telephone: +44 (0)300 123 9 123
Website: www.financial-ombudsman.org.uk
Syndicate 3500 (including Syndicate 3210 and the 2017 and prior years of account of Syndicate 2015)
Please get in touch with us by calling the number below to speak with a member of our Complaints team.
- UK: +44 (0)207 398 4251
For complaints in respect of RiverStone Insurance (UK) Limited
Please get in touch with us by calling the number below to speak with a member of our Complaints team.
- UK: +44 (0)207 398 4251
How do we process complaints?
If you would like us to contact you, please fill out the information below:
If you make a complaint and we are able to resolve the problem within three days, then the matter will not go into our formal complaint process. If a complaint cannot be resolved in this way, we will investigate and give you a full written response. If you are unhappy with the outcome of our investigation into your complaint then you may be entitled to escalate the matter. We will tell you which, if any, option is available to you.
Please note: For European Union consumers of online sales and service contracts, complaints may be referred to the online dispute resolution (“ODR”) platform. The ODR platform will refer your complaint to the Financial Ombudsman Service who will pass it on to us.