Travel insurance - Insurance documents not received

How does Resolver work?

Free forever

Resolver is free. No adverts, no hidden costs. Just raise a case and leave feedback after. Simple! We’ve helped millions of people find a resolution. Get started now and let’s get this sorted.

Know your rights

There’s no jargon in our rights guides. Instead, they’re full of the info you need to get things sorted. We’ll always be on hand with guidance and support to help you get the results you’re looking for.

Get your voice heard

You can be certain that you’re talking to the right person at the right time. We automatically connect you to contacts at thousands of household names, ombudsmen and regulators to find a resolution.

Based on resolver’s experience to date, it is an inconvenience when insurance documents don’t arrive, as you may need to produce a valid certificate to access certain services. Also, without an insurance certificate you cannot be certain that you are insured fully and in the way you expect. Contact your insurer to ensure they have your correct address. If your policy is an online one, check your email inbox as you may have to print out your documents at home – you should have received an email with a link or attachment. Also have a look in your ‘spam’ box, as some filters will place a genuine email into this category. Some insurers may charge you for re-sending your documents – even if it appears they have gone missing in the post. If you feel that the fee for re-printing your documents is unreasonable then you should write to the customer services department of your travel insurance provider and ask that the fee be waived as you did not receive the documents. Generally, this will get new documents for you without a fee. As a last resort, however, you can escalate your complaint about unfair fees to the Ombudsman, who will act as a mediator between you and your insurer. resolver recommends that you submit your request for another copy of your documents in writing and resolver can assist you in submitting, recording and reminding you when and who to escalate to.

Resolver can help you resolve this issue quickly, free of charge and without the hassle. We can also help you with the next step of writing your complaint. Click on the link below to create your email.
You should know
  • If you’re making a complaint about making an insurance claim rather than a mis-sold policy, check your documents to see who the “underwriter” is. You’ll need to make a complaint to that organisation.

If you cannot resolve your issue you cannot raise your case to the Ombudsman until 8 weeks after you have first raised your complaint with your supplier, or you have received a ‘letter of deadlock’ from the company stating that they cannot resolve the issue as you have asked. Your complaint must also not be older than 9 months. For an accurate decision by the Ombudsman you should provide a detailed file of your communications and supporting documentation. In addition make sure you explain what you want as an outcome as this will help assess your case.

 

 

Find the best rights for you

We have 5,130 pages of rights advice for you covering 7,026 companies and organisations across 16 public & private sectors. Feel free to browse companies for this specific issue - they're all listed below - but the quickest way to find the best rights for you is by using our unique Rights Finder to access our extensive database of advice.

Start by telling us the name of the company or organisation you have an issue with.

Who do you have an issue with?

Raise it for free via Resolver

Helping you with Insurance documents not received

Resolver covers the issue Insurance Documents Not Received for 106 companies and organisations:

a  b  c  d  e  f  g  h  i  j  k   l  m  n  o  p  q  r  s  t  u   v  w  x   y  z