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Everything you need to know

Our role in arranging insurance

At FirstAssist Insurance Services Limited, we specialise in the provision of travel, protection, budget health and legal protection insurance to nearly three million customers.

We work with a small number of underwriters to provide these products (see legal information) and we handle complaints about all of our services. As well as handling complaints, as a regulated entity, we are responsible for reporting information about our complaints to the FSA on a biannual basis. Although we handle complaints relating to all of our underwriters, our FSA complaints report only contains information relating to us or one of our Insurer partners, Great Lakes Reinsurance (UK) PLC. Our other underwriters choose to submit their own information to the FSA, however, we supply them with the information to enable them to do so.

Our customers are also customers of our partners and the degree to which they complain about our products and services, and the fairness and punctuality with which we handle those complaints, is of paramount importance not only to us, but also to our partners, to their brand integrity, and to our underwriters. We believe that the level of scrutiny that is applied to our processes and procedures in this area by all parties ensures that we will never become complacent and each and every complaint is treated with the respect it deserves.