FAQ

Please feel free to contact us if you have a question that is not answered below:

General

What are the benefits of Insurance Tailors?

No longer do you need to deal with different companies for each of your insurance needs; Insurance Tailors will create a bespoke insurance package designed specifically for you. Imagine the benefits:

One premium
One contact number
One Insurance Tailors membership number
As much motor, home, travel and medical cover as you need
The peace of mind from knowing that your insurance is backed by top rated insurers, who protect you against losses that many insurers would not

What must I do if my circumstances change during my period of insurance?

You must notify us as soon as possible if your circumstances change so that we can ensure that your protection is appropriate at all times. Some changes (e.g. your address) may necessitate a change to your premium and if you do not notify us then it is possible that the relevant insurer may invalidate any claim that you make.

How do I cancel my policy?

Simply contact us if you should wish to leave Insurance Tailors or cancel any part of the insurance that we have put in place for you. Charges may apply depending on circumstances.

How do I make a complaint?

We’re committed to providing you with a first class service but we recognise that there may come a time when you feel we haven’t delivered and you want to make a complaint. We’ll always try to resolve any complaint speedily and at the earliest possible stage.

To register a complaint please complete the Contact Us form on this website; we’ll make sure that we send you an acknowledgement of your complaint after receiving it. This will tell you the name of the person handling your complaint and include details of our Complaints Procedure.

As soon as possible we will write to you to confirm what we have done to resolve your complaint. If we haven’t resolved it within 4 weeks, we’ll explain why and tell you when we expect to be able to provide you with a decision.

In the unlikely event that we still haven’t provided you with a decision or if your complaint is still not resolved to your satisfaction after 8 weeks, you have the right to refer your complaint to the Financial Ombudsman Service.

Their address is:
Financial Ombudsman Service
South Quay Plaza 2
183 Marsh Wall
London
E14 9SR

Telephone: 0845 080 1800
www.financial-ombudsman.org.uk

The Financial Ombudsman Service will handle most complaints you might have, but there are some instances that fall outside their authority. The Ombudsman's decision is binding upon us, but you are free to reject it without affecting your legal rights.

Claims

How do I make a claim?

You are responsible for notifying Insurance Tailors that you have suffered a loss and wish to make a claim as soon as possible after the loss happens. You should notify us on 0845 2572268.

Alternatively you can contact the relevant insurer directly, although this makes it harder for us to keep track of the claim’s progress for you.

How long will it take to settle my claim?

We will do everything that we can to ensure that your claim is settled as quickly and fairly as possible, and will work with the relevant insurer to keep you up to date with progress, any issues and the likely settlement date.

Website

Who should I contact if I have technical problems with this website?

If you have technical issues please in the first instance ensure that your computer is working properly and that your Internet Service Provider is not having technical issues.

If there are still issues with our website after you have done this then please contact us on 0845 2572268.

How secure is this website?

We believe that security is of the utmost importance to our customers, which is why we have what we believe are the most secure systems on the market.

We use the latest encryption technology, SSL or Secure Socket Layer, which protects your payment details and all your personal information.

Additionally If you pay for your policy by credit card, then you’ll also have the additional protection of the Consumer Credit Act. Your maximum liability on your credit card is £50 in the event that it is lost or stolen or used fraudulently and your liability stops as soon as you notify the credit card company that the card has been lost or stolen or used fraudulently.

Motor

What happens if my car has been stolen?: If your car is stolen you should report the incident to the police immediately; the police will give you a crime reference number which you must keep if you are to make an insurance claim relating to this incident.
You should notify us or the insurer directly as soon as possible after you become aware of any loss that may lead to a claim.
What happens if my car is a write-off/total loss?: If your car is declared as a write-off/total loss then contact us and we will discuss the options that may be available to you.
Will I be given a courtesy car?: This depends on the level of cover that you have taken out with us, so please check your policy for details.
Will any repairs to my car be guaranteed?: Provided that any repairs to your car are carried out by an approved repairer of the specified insurer all repair work will be guaranteed for three years

Home

What does buildings insurance cover?: Buildings insurance provides cover up to the amount insured (see your policy for details) against physical loss or damage to buildings during the period of insurance and subject to exclusions listed in the policy documentation.
Are my possessions covered when they are away from my home?: This depends on the policy you have taken out with us; a number of our insurers provide cover for your possessions and money wherever you take them in the world as standard. Please review your detailed policy documentation for details of cover and exclusions/limits of cover.
Do I need home emergency cover?: If you have taken out home insurance with us then we will arrange help or repairs needed if you have a domestic emergency in your home, such as a burst pipe, blocked drain, broken window or building damage..

Medical

How many dependents can my policy provide cover for?

We can provide medical cover for yourself and as many of your family/dependents as you like within your insurance package.

How does my medical history affect my medical cover?

Medical insurers will not necessarily provide cover for pre-existing medical conditions. Any exclusion of this nature will be clearly stated in your policy documentation.

It is your responsibility to ensure that you complete any medical history questionnaires as fully and accurately as possible.

Do I need a referral from my GP before seeking private medical care?

We always recommend that you seek advice from a GP at any time of ill-health; your GP may then refer you for a consultation or treatment at which stage you should contact your medical insurers or us to investigate whether a claim can be made.

Travel

Why do you only offer annual travel insurance?

We believe that our clients are regular travellers, both within the UK and overseas, so the best value option is to ensure that you are always covered for unforeseen eventualities when you are away from home.

What do I do if I have a problem while I am abroad?

If you have a problem while you are away from home you have a number of options:

Contact us directly for any general enquiries
Call +44 (0)1243 621501 in a medical emergency
To initiate a claim either call us or contact One Claims (who handle our travel insurance claims) on +44 (0)1992 645134

I am currently suffering from a medical problem. Will this be covered by my travel policy?

Please ensure that we are aware of any pre-existing medical conditions as these may lead to exclusions of the cover that we can provide for you. Also please ensure that you have read the ‘Medical & Emergency Expenses’ section of your policy as this lists all standard exclusions.

Will I be covered for hazardous sports?

The travel insurance that we provide covers policyholders for most hazardous sports, but please check the policy documentation to see if your sport is included. If it is not included feel free to contact us and we will do our best to extend the cover according to your request.

What is the maximum age you will cover?

Out standard travel insurance provides cover to anyone up to the age of 70 years attained. Please contact us if you wish to insure anyone over 70 and we will do our best to extend the cover to meet your requirements.

How do I know if my holiday destination is safe to travel to?

If you are concerned about the safety of a proposed travel destination you should contact your travel operator and seek advice from the Foreign & Commonwealth Office (http://www.fco.gov.uk).

Please review your policy documentation and contact us if you are in any doubt as to whether you are covered for any specific trip or activity.