Complaints
At Hotspot Cover, we are committed to providing a high standard of service at all times. We aim to ensure that all aspects of our insurance arrangements are handled promptly, efficiently, and fairly.
If something has gone wrong or you are dissatisfied with any aspect of your experience, we encourage you to let us know so we can address the issue as quickly as possible.
How to Make a Complaint
Step 1 - Contact Us
If you wish to make a complaint in relation to an insurance policy or service arranged by Hotspot Cover, please contact us .
When submitting your complaint, please include:
- Your name and contact details
- The policy number (if applicable)
- A clear description of your complaint
- Any relevant supporting information
Quoting the policy number shown in your Schedule will help us investigate your complaint more efficiently.
Step 2 - Our Response
The relevant party will acknowledge your complaint and contact you within five (5) days of receipt to confirm:
- That your complaint has been received, and
- What action will be taken to investigate and respond
We will aim to resolve complaints as quickly and fairly as possible and will provide you with a final written response once our review is complete.
Escalating Your Complaint
If, after receiving our final response, you remain dissatisfied, you may refer your complaint to the Channel Islands Financial Ombudsman (CIFO).
You can obtain and submit a complaints form by visiting their website.
Contact details:
Post:
Channel Islands Financial Ombudsman
PO Box 114
Jersey, Channel Islands
JE4 9QG
Email: [email protected]
Fax: +44 (0) 1534 747629
Regulatory Information
Insurance policies arranged by Hotspot Cover may be underwritten through licensed insurance structures.
Opportuna Insurance PCC Ltd - International Risks Cell is licensed by the Guernsey Financial Services Commission.
Important Information
- Making a complaint will not affect your legal rights
- You remain entitled to pursue legal action at any time
- Complaints are handled fairly and independently of underwriting or claims decisions
Contact Us
If you have any questions about this complaints process or require assistance submitting a complaint, please contact us .