Frequently Asked Questions

The FSA is the independent watchdog that regulates financial services. Combined Insurance is authorised and regulated by the Financial Services Authority and our firm register number is 202081. For further information please contact the FSA by visiting their website www.fsa.gov.uk or calling them on 0845 606 1234.

Combined Insurance is covered by the FSCS. You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of your claim. Insurance advising and arranging is covered for 90% of the claim without any upper limit. Further information about compensation scheme arrangements is available from the FSCS at www.fscs.org.uk.

Private medical insurance aims to cover you so that if you require hospital treatment you'll be treated as a private hospital in patient, rather than as an NHS hospital in patient. You pay monthly premiums to keep the cover in force and if you need to make a private medical insurance claim, the insurance company will usually settle the private hospital bill(s) direct with the private hospital. Please visit the What is private medical insurance? page on this website for more information.

Established in 1989, Best Doctors is dedicated to improving the quality of care for seriously ill individuals by making sure that they get the right diagnosis and the right treatment. They have a continuously updated global database of over 50,000 doctors recognised as the best in their field, on standby. Should you need them, the best expert is identified from the database to provide an in-depth review of your case confirming your diagnosis and providing you with the knowledge you need to make the best decision for treatment. Please visit the Best Doctors page on this website for more information.

Contact us for more information. 

Yes, at any time - just Contact Us.

If you need to make a claim, it is important that you tell us as quickly as possible by calling us on freephone number 0800 169 7733 between 9am and 7pm, Monday to Friday. Alternatively, you can download either an accident claim form or a healthcare claim form and send it to us. 

To get a duplicate of your insurance policy please Contact Us.

Please visit the Make a Change page on this website, complete the Change of Contact Information online form and we’ll update our records.

Contact Us and request an Endorsement Removal Form. If you have been symptom-free from the condition to which the endorsement relates and have not taken any medication for this condition for the duration of the endorsement, complete the form, ask your doctor to sign it and return it to us at the address shown.

Please Contact Us and let us know about your change of circumstances.

Please Contact Us by telephone, email or in writing.

We value customer feedback and recognise the importance of dealing with a complaint quickly and effectively. 

Step 1: Contact us

If you would like to register a complaint please call our freephone number on 0800 169 7733, email complaints@uk.combined.com or write to Customer Services Department, Combined Insurance, PO Box 4510, Dunstable, LU6 9PZ.

To make sure your complaint gets to the right person and to help us deal with it as soon as possible, we need you to give us your:

• name;
• address; and
• account number, policy number or claim number

If you write to us, please explain what your complaint is about and how you would like us to deal with it.  Please include copies of any relevant letters and policies.  It would also be useful to have your phone number and email address in case we need to contact you.

Step 2: What we will do next

We will try to deal with your complaint as quickly as possible and will give you an immediate answer if we can.  If we can't answer, immediately, we will send you a letter to confirm that we are investigating your complaint and to let you know who you can contact about it.  We will also regularly update you on the progress of your complaint

We aim to give you a full response within eight weeks of your complaint, or sooner if possible.  This means we will write to you explaining why we have accepted or rejected your complaint and, where appropriate, offering to take action or provide compensation.  If we cannot give you a final response in eight weeks, we will write to you to explain why and when we expect to be able to.

Step 3: If you are not happy

If you are not happy with the way we have dealt with your complaint or we are unable to deal with it within eight weeks, you can refer the matter to the Financial Ombudsman Service (FOS).  You will have to do this within six months of the date of our final response.

You can contact the FOS by phoning 0845 080 1800, emailing complaint.info@financialombudsman.org.uk or by writing to Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR.  For more information about the Financial Ombudsman Service, visit their website at: www.financial-ombudsman.org.uk

Download a pdf of our complaints process here

Yes, please Contact Us and we will send you a copy of your application form.