Haris Ashley
Haven Insurance, based in Gibraltar, provides a range of insurance services and has a dedicated customer relations team to handle complaints and queries. The company outlines a clear complaints procedure on its website, encouraging customers to contact the team via email or post. Haven Insurance also provides detailed information on its claims process, offering guidance on what to do in the event of an accident and how to notify the relevant authorities and exchange information. The company's commitment to customer service is evident through its comprehensive online resources, which aim to answer frequently asked questions and provide clear instructions for a variety of scenarios.
| Characteristics | Values |
|---|---|
| Email address | [email protected] |
| Postal address | Customer Relations, Haven Insurance Company Limited, No.1 Grand Ocean Plaza, Ocean Village, Gibraltar |
| Phone number | Not found |
| FAQ page | Available |
| Complaints procedure | Complaints are acknowledged in writing and include the name of the person handling the complaint and the complaints procedure. A final response letter is sent within eight weeks. If unresolved, an update is provided. |
| Complaints authority | Financial Ombudsman |
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What You'll Learn
Making a claim
If you need to make a claim on your Haven Insurance policy, there are a few steps you should follow. First, notify the relevant emergency services if there has been an injury or a dangerous situation. Do not discuss who is at fault at the scene of the accident. Make sure to exchange names, addresses, and phone numbers with everyone involved, as well as registration numbers and vehicle make/model. Take pictures of the vehicles, their registration plates, and the accident scene if it is safe to do so. Get the names, mobile numbers, and addresses of any witnesses.
Once you have this information, you can discuss your claim with Haven Insurance. They provide a list of Frequently Asked Questions (FAQs) that may answer your queries before you need to contact them directly. If you can't find the information you need in the FAQs, you can contact your broker to discuss your policy, make changes to your policy, talk about premium payments, or raise a broker-related complaint.
If your complaint is regarding the service you received from Haven Insurance, you can contact them by email at
Customer Relations
Haven Insurance Company Limited
No.1 Grand Ocean Plaza
Ocean Village
Gibraltar
Haven Insurance will aim to resolve your complaint as soon as they receive it. If they can't resolve it immediately, they will send you a written acknowledgement, including the name of the person handling the complaint and their complaints procedure. You will receive a final response letter within eight weeks of your initial complaint. If the complaint hasn't been resolved by then, Haven Insurance will provide an update on its status. If you're still not satisfied after eight weeks, you can refer your complaint to the Financial Ombudsman Service.
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Contacting the customer relations team
If you need to get in touch with the customer relations team at Haven Insurance, you have a few options. The company provides an email address for service complaints: [email protected]. You can also send written complaints to the following address:
Customer Relations
Haven Insurance Company Limited
No.1 Grand Ocean Plaza
Ocean Village
Gibraltar
Haven Insurance aims to resolve all complaints upon receipt. If this is not possible, you will receive a written acknowledgement with the name of the person handling the complaint and the complaints procedure leaflet. You will then be sent a final response letter within eight weeks. If your complaint has not been resolved within this time frame, you will receive an update on its status. If you have not received a resolution or an update eight weeks after sending your initial complaint, or if you have received a final response but are unsatisfied with the outcome, you can refer your case to the Financial Ombudsman.
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$15.49 $24
Policy discussions
Haven Insurance is an independent insurer that provides bespoke insurance solutions to over 250,000 policyholders. Haven offers both short-term and annual cover options, including temporary and annual insurance policies, to meet a diverse range of insurance needs. The company has a dedicated team of claims handlers available 24/7 to assist customers with any claims-related matters.
Haven Insurance has received mixed reviews for its customer service. While some customers have praised the company's customer service and pricing, others have expressed criticism regarding difficulties in obtaining a quote. On Trustpilot, Haven Claims, the UK claims handling agents for Haven Insurance, has an average rating between 3 and 4 stars.
Some positive experiences highlighted by customers include the expertise and friendliness of Haven's staff, with one customer specifically mentioning an employee named Matt, who provided informative and polite service. Another customer, Jason Nicholls, expressed satisfaction with the assistance he received from Caitlin during the claims process.
However, there have also been several negative reviews. One customer shared their experience of having their insurance cancelled without explanation and being charged a £200 cancellation fee. Another customer encountered issues with the courtesy car process, initially being told their claim was non-fault, only to have it changed to at-fault. Additionally, there are complaints about the time-consuming claims process, with one customer reporting that it took them 1.5 hours to finish a claim report.
It is important to consider the range of experiences shared by customers to gain a comprehensive understanding of Haven Insurance's customer service. While some have had positive interactions, others have faced challenges. Therefore, when considering Haven Insurance, it is advisable to compare their quotes and services with other insurers to make an informed decision.
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Premium payments
Haven Insurance is an independent, privately-owned insurance company that was established in 2002. Haven offers both temporary and annual insurance policies, with monthly or annual payment options. They also provide a range of add-on products, such as breakdown cover, legal expenses cover, and personal accident cover. Haven's commercial vehicle policy covers a variety of vehicles, including minibuses with up to 17 seats, and they can accommodate various motor trader requirements.
Haven Life Insurance, an online life insurance agency owned by MassMutual, offers term life insurance with competitive rates and excellent customer service. Haven Life allows policyholders to manage their policies online, including updating payment information and changing beneficiaries. They also have a rider that continues coverage without requiring payments if the policyholder becomes totally disabled before the age of 65, as long as the disability lasts at least six months. However, this rider is not available if the policy is purchased after the age of 50.
Haven Insurance has received mixed reviews for its customer service. While some customers have praised the company for its quick and concise responses, others have criticised the difficulty in getting a quote. Haven Claims, the UK claims handling agents for Haven Insurance, have also received feedback, with some customers expressing satisfaction with the helpfulness and efficiency of their claims handlers, while others have complained about issues with their claims process.
It is always a good idea to compare quotes from different insurers, as no single insurer is the cheapest for everyone. Comparing quotes can help individuals find the most suitable policy for their needs at the best price.
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Complaints procedure
If you have a complaint regarding Haven Insurance's service, you can contact them by email at [email protected] or send a written complaint to their Customer Relations Team at the following address:
> Customer Relations
> Haven Insurance Company Limited
> No.1 Grand Ocean Plaza
> Ocean Village
> Gibraltar
Upon receiving your complaint, Haven Insurance will attempt to resolve it immediately. If they are unable to do so, they will send you a written acknowledgement that will include the name of the person handling the complaint and their complaints procedure leaflet, which you can also request separately. They will provide a final response letter within eight weeks of receiving your complaint. If they cannot resolve the issue within this timeframe, they will send you an update on the status of your complaint. If you are unsatisfied with the final response or if eight weeks have passed since your original complaint, you can refer the matter to the Financial Ombudsman.
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Frequently asked questions
You can contact Haven Insurance's customer service team by email at
You can file a complaint by contacting their customer relations team via email or mail. Haven Insurance aims to resolve all complaints upon receipt. If this is not possible, they will send a written acknowledgement within eight weeks, including the name of the person handling the complaint and their complaints procedure. If the complaint is not resolved within eight weeks, an update will be provided. After this, the complaint may be referred to the Financial Ombudsman Service.
Haven Insurance Company Limited, No.1 Grand Ocean Plaza, Ocean Village, Gibraltar.
Yes, customers have left reviews for Haven Insurance on Trustpilot, which includes feedback on their claims handling agents, Haven Claims.
The Financial Ombudsman Service will handle most complaints about Haven Insurance. However, some instances may fall outside their authority. While their decision is binding on Haven Insurance, complainants can reject it without affecting their legal rights.
