Complaints

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Your voice matters.

We always aim to provide clear, dependable service.

But if something has gone wrong, or if you are unhappy with any aspect of your experience, we want to hear about it.

We take complaints seriously and will do our best to put things right as quickly and fairly as possible.

How to make a complaint

You can contact us in whichever way suits you best.

Email

Send your complaint to complaints@optimumglobal.com

Please include:

  • your full name
  • your policy number, if you have it
  • a clear description of your complaint
  • any supporting documents that may help us investigate

Call us

Speak to our travel insurance team on: +44 (0) 1444 473 405

Keep this handy:

  • your full name
  • your policy number, if you have it
  • a clear description of your complaint
  • any supporting documents that may help us investigate

Write to us

OGSure, 4th Floor, 21 Perrymount Road, Haywards Heath, West Sussex, RH16 3TP, United Kingdom

Office hours

Our team is available during UK business hours, Monday to Friday, 8 am - 5 pm.

If you bought through a broker or partner

If your policy was arranged through a broker, agent, or partner, you can also raise your complaint through them. 

If you would prefer, you can still write to us directly, and we will guide you through the next steps.

What happens next

Once we receive your complaint, we will review the details and investigate the issue as fairly and thoroughly as possible.

If we need any additional information, we will let you know.

We will keep you updated and aim to resolve your complaint as quickly as we can.

If you are not satisfied with our response

If you are unhappy with the outcome, you can ask us to review the complaint again.

If your complaint still remains unresolved, you may be able to refer it to the insurer:

Optimum Global Insurance Company Limited, Second Floor, Block A, Lefebvre Court, Lefebvre Street, St Peter Port, Guernsey, GY1 2JP

Independent review

If your complaint is still not resolved, or you are not satisfied with the final outcome, you may be able to refer it to the Channel Islands Financial Ombudsman (CIFO), which offers a free and independent service.

Channel Islands Financial Ombudsman (CIFO)

PO Box 114, Jersey, Channel Islands, JE4 9QG

Email: enquiries@ci-fo.org

Website: www.ci-fo.org

Telephone (International): +44 1534 669800

Telephone (Jersey): 01534 669800

Telephone (Guernsey/Alderney/Sark): 01481 722218

Before you complain

To help us investigate your complaint as quickly as possible, please include:

  • your policy number
  • the best way to contact you
  • a summary of what happened
  • copies of any relevant documents or correspondence

We take complaints seriously and review them fairly, carefully, and as quickly as possible.

Need help with something else?

If your issue is not a complaint, one of these pages may help:

Need help choosing the right cover?

Planning your next trip? Get a quote from OGSure and find clear, straightforward travel insurance for the way you travel.

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