Complaints

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How to make a complaint

We are committed to going the extra mile with our customers

If you believe that we have not delivered the service you expected, we want to hear from you so that we can try to put things right. We take all complaints seriously and following the steps below will help us understand your concerns and give you a fair response.

 

How to make a complaint

  • If you are unhappy with any element of the cover we provide or any aspect of our service or have a cause for complaint, please, in the first instance, contact the insurance intermediary that arranged the policy for you.
  • If you are still unhappy after your insurance intermediary has reviewed, then select your insurance product from the following list to show the applicable next step:

Complaints contacts per product

Please click on the appropriate product to see contact information

Basic Boat Liability Company

If you have a complaint regarding a claim:

Please contact Travelers Insurance Company Limited:

  • Post – The Compliance Team, Travelers, One Creechurch Street, Creechurch Lane, London, EC3A 5AF 
  • Email - CustomerRelations@travelers.com
  • Telephone - +44 (0) 203 207 6000

For all other complaints:

Please contact the Managing Director at Shape Digital:

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Beauticians Scheme

For Beauty policies incepted before 03/10/2022

Master Scheme Number: RKL142218

If you have a complaint regarding a claim:

Please contact RSA Customer Relations Team:

  • Post – PO Box 255, Wymondham, NR18 8DP
  • Email - crt.halifax@uk.rsagroup.com

Details of the RSA internal complaint-handling procedures are available on request.

 

For all other complaints:

Please contact the Managing Director at Shape Digital:

 

For Beauty policies incepted between 03/10/2022 – 31/08/2024

Master Scheme Number: 27299 – 006476212

Please write to NIG at the following address:

  • Post - Customer Relations Manager, NIG, Churchill Court, Westmoreland Road, Bromley BR1 1DP
  • Email - complaints@nig-uk.com

Please include the following details so your complaint can be forwarded to the relevant department:

  • Name
  • Email address
  • Contact number
  • Policy number
  • Claim number (if concern relates to a claim)
  • Details of your complaint

 

For all other complaints:

Please contact the Managing Director at Shape Digital:

 

For Beauty policies incepted from 01/09/2024

Master Scheme Number: Y154693QBE0124A/BEA

  • Post - Customer Relations, QBE European Operations, 30 Fenchurch Street, London EC3M 3BD
  • Telephone - 020 7105 5988
  • Email - CustomerRelations@uk.qbe.com

 

For all other complaints:

Please contact the Managing Director at Shape Digital:

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Care

For Care policies incepted before 17/02/2025

If you have a complaint regarding a claim:

Please contact Zurich Customer Relations Team:

  • Post - Zurich Customer Care, 3000 Parkway, Whiteley, Fareham, Hants, PO15 7JZ
  • Phone - 0800 056 0226
  • E-mail - customerrelations.central@uk.zurich.com
  • Details of the Zurich internal complaint-handling procedures are available on request.

 

For all other complaints:

Please contact the Managing Director at Shape Digital:

 

For Care policies incepted from 17/02/2025

Master Scheme Number: Y154693QBE0124A/CAR

  • Post - Customer Relations, QBE European Operations, 30 Fenchurch Street, London EC3M 3BD
  • Telephone - 020 7105 5988
  • Email - CustomerRelations@uk.qbe.com

 

For all other complaints:

Please contact the Managing Director at Shape Digital:

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Choices

For Choices policies incepted before 10/09/2022

If you have a complaint regarding a claim:

Please contact RSA Customer Relations Team:

Master Scheme Number: RKL80561

  • Post – PO Box 255, Wymondham, NR18 8DP
  • Email - crt.halifax@uk.rsagroup.com
  • Details of the RSA internal complaint-handling procedures are available on request.

 

For all other complaints:

Please contact the Managing Director at Shape Digital:

 

For Choices policies incepted between 10/09/2022 – 24/08/2024

If you have a complaint regarding a claim:

Master Scheme Number: 27300 – 006476213

  • Post - Customer Relations Manager, NIG, Churchill Court, Westmoreland Road, Bromley BR1 1DP
  • Email - complaints@nig-uk.com

Please include the following details so your complaint can be forwarded to the relevant department:

  • Name

 

For all other complaints:

Please contact the Managing Director at Shape Digital:

 

For Choices policies incepted from 25/08/2024

If you have a complaint regarding a claim:

Master Scheme Number: Y154693QBE0124A/CHO

  • Post - Customer Relations, QBE European Operations, 30 Fenchurch Street, London EC3M 3BD
  • Telephone - 020 7105 5988
  • Email - CustomerRelations@uk.qbe.com

 

For all other complaints:

Please contact the Managing Director at Shape Digital:

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Club Protect

For Club Protect policies incepted before 01/10/2022

If you have a complaint regarding a claim:

Master Scheme Number: RKL212390

Please contact RSA Customer Relations Team:

  • Post – PO Box 255, Wymondham, NR18 8DP
  • Email - crt.halifax@uk.rsagroup.com

Details of the RSA internal complaint-handling procedures are available on request.

 

For all other complaints:

Please contact the Managing Director at Shape Digital:

 

For Club Protect policies incepted between 01/10/2022 – 31/08/2024

If you have a complaint regarding a claim:

Master Scheme Number: 27301 – 006476214

Please write to NIG at the following address:

  • Post - Customer Relations Manager, NIG, Churchill Court, Westmoreland Road, Bromley BR1 1DP
  • Email - complaints@nig-uk.com

Please include the following details so your complaint can be forwarded to the relevant department:

  • Name
  • Email address
  • Contact number
  • Policy number
  • Claim number (if concern relates to a claim)
  • Details of your complaint

 

For all other complaints:

Please contact the Managing Director at Shape Digital:

For Club Protect Policies incepted from 01/09/2024

If you have a complaint regarding a claim:

Master Scheme Number: Y154693QBE0124A/CLP

  • Post - Customer Relations, QBE European Operations, 30 Fenchurch Street, London EC3M 3BD
  • Telephone - 020 7105 5988
  • Email - CustomerRelations@uk.qbe.com

 

For all other complaints:

Please contact the Managing Director at Shape Digital:

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Club Safe

For Club Safe policies incepted before 01/09/2022

If you have a complaint regarding a claim:

Master Scheme Number: RKL80567

Please contact RSA Customer Relations Team:

  • Post – PO Box 255, Wymondham, NR18 8DP
  • Email - crt.halifax@uk.rsagroup.com

Details of the RSA internal complaint-handling procedures are available on request.

 

For all other complaints:

Please contact the Managing Director at Shape Digital:

 

For Club Safe policies incepted between 01/09/2022 – 31/08/2024

If you have a complaint regarding a claim:
Master Scheme Number: 27302 – 006476215

Please write to NIG at the following address:

  • Post - Customer Relations Manager, NIG, Churchill Court, Westmoreland Road, Bromley BR1 1DP
  • Email - complaints@nig-uk.com

Please include the following details so your complaint can be forwarded to the relevant department:

  • Name
  • Email address
  • Contact number
  • Policy number
  • Claim number (if concern relates to a claim)
  • Details of your complaint

 

For all other complaints:

Please contact the Managing Director at Shape Digital:

 

For Club Safe policies incepted from 01/09/2024

If you have a complaint regarding a claim:

Master Scheme Number: Y154693QBE0124A/CLU

  • Post - Customer Relations, QBE European Operations, 30 Fenchurch Street, London EC3M 3BD
  • Telephone - 020 7105 5988
  • Email - CustomerRelations@uk.qbe.com

 

For all other complaints:

Please contact the Managing Director at Shape Digital:

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Faversham

If you have a complaint regarding a claim:

Master Scheme Number: Y154693QBE0124A/FAV

  • Post - Customer Relations, QBE European Operations, 30 Fenchurch Street, London EC3M 3BD
  • Telephone - 020 7105 5988
  • Email - CustomerRelations@uk.qbe.com

For all other complaints:

Please contact the Managing Director at Shape Digital:

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Guest House

For Guest House policies incepted before 12/11/2022

If you have a complaint regarding a claim:

Master Scheme Number: RKL14279

Please contact RSA Customer Relations Team:

  • Post – PO Box 255, Wymondham, NR18 8DP
  • Email - crt.halifax@uk.rsagroup.com

Details of the RSA internal complaint-handling procedures are available on request.

 

For all other complaints:

The Managing Director at Shape Digital:

 

For Guest House policies incepted between 12/11/2022 – 31/08/2024

If you have a complaint regarding a claim:

Master Scheme Number: 27306 – 006476219

Please write to NIG at the following address:

  • Post - Customer Relations Manager, NIG, Churchill Court, Westmoreland Road, Bromley BR1 1DP
  • Email - complaints@nig-uk.com

Please include the following details so your complaint can be forwarded to the relevant department:

  • Name
  • Email address
  • Contact number
  • Policy number
  • Claim number (if concern relates to a claim)
  • Details of your complaint

 

For all other complaints:

The Managing Director at Shape Digital:

 

For Guest House policies incepted from 01/09/2024

If you have a complaint regarding a claim:

Master Scheme Number: Y154693QBE0124A/GUH

  • Post - Customer Relations, QBE European Operations, 30 Fenchurch Street, London EC3M 3BD
  • Telephone - 020 7105 5988
  • Email - CustomerRelations@uk.qbe.com

 

For all other complaints:

The Managing Director at Shape Digital:

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Holiday Homes

For Holiday Homes policies incepted before 01/11/2022

If you have a complaint regarding a claim:

Master Scheme Number: RKL114801

Please contact RSA Customer Relations Team:

  • Post – PO Box 255, Wymondham, NR18 8DP
  • Email - crt.halifax@uk.rsagroup.com

Details of the RSA internal complaint-handling procedures are available on request.

 

For all other complaints:

The Managing Director at Shape Digital:

 

For Holiday Homes policies incepted between 01/11/2022 – 31/08/2024

If you have a complaint regarding a claim:

Master Scheme Number: 27308 – 006476221

Please write to NIG at the following address:

  • Post - Customer Relations Manager, NIG, Churchill Court, Westmoreland Road, Bromley BR1 1DP
  • Email - complaints@nig-uk.com

Please include the following details so your complaint can be forwarded to the relevant department:

  • Name
  • Email address
  • Contact number
  • Policy number
  • Claim number (if concern relates to a claim)
  • Details of your complaint

 

For all other complaints:

The Managing Director at Shape Digital:

 

For Holiday Homes policies incepted from 01/09/2024

If you have a complaint regarding a claim:

Master Scheme Number: Y154693QBE0124A/HOL

  • Post - Customer Relations, QBE European Operations, 30 Fenchurch Street, London EC3M 3BD
  • Telephone - 020 7105 5988
  • Email - CustomerRelations@uk.qbe.com

For all other complaints:

The Managing Director at Shape Digital:

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InFocus

For Infocus policies incepted before 01/09/2024

If you have a complaint regarding a claim:

Master Scheme Number: 28135 - 006482686

Please write to NIG at the following address:

  • Post - Customer Relations Manager, NIG, Churchill Court, Westmoreland Road, Bromley BR1 1DP
  • Email - complaints@nig-uk.com
    Please include the following details so your complaint can be forwarded to the relevant department:
  • Name
  • Email address
  • Contact number
  • Policy number
  • Claim number (if concern relates to a claim)
  • Details of your complaint

 

For all other complaints:

Please contact the Managing Director at Shape Digital:

 

For Infocus policies incepted from 01/09/2024

If you have a complaint regarding a claim:

Master Scheme Number: Y154693QBE0124A/INF

  • Post - Customer Relations, QBE European Operations, 30 Fenchurch Street, London EC3M 3BD
  • Telephone - 020 7105 5988
  • Email - CustomerRelations@uk.qbe.com

 

For all other complaints:

Please contact the Managing Director at Shape Digital:

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Insure 4 Boats

If you have a complaint regarding a claim:

Please contact Mac Marine Claims:

Post – MAC Marine Claims Ltd. Suite 26 Alum House (FF), Discovery Court 551-553 Wallisdown Road, Poole, Dorset, BH12 5AG

Email: office@macmarineclaims.com

For all other complaints:

The Managing Director at Shape Digital:

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Marketline

If you have a complaint regarding a claim:

Master Scheme Number: Y154693QBE0124A/MAR

  • Post - Customer Relations, QBE European Operations, 30 Fenchurch Street, London EC3M 3BD
  • Telephone - 020 7105 5988
  • Email - CustomerRelations@uk.qbe.com

 

For all other complaints:

Please contact the Managing Director at Shape Digital:

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Professional Indemnity

Please contact Shape Underwriting:

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Tree Surgeons & Forestry

If you have a complaint regarding a claim:

Master Scheme Number: Y154693QBE0124A/TRE

  • Post - Customer Relations, QBE European Operations, 30 Fenchurch Street, London EC3M 3BD
  • Telephone - 020 7105 5988
  • Email - CustomerRelations@uk.qbe.com

 

For all other complaints:

Please contact the Managing Director at Shape Digital:

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Unoccupied Property Owners

Policies incepted or renewed before 01/01/2024

If you have a complaint regarding a claim:

Please contact Davies Managed Systems Limited (”DMS”) Customer Relations:

  • Post - PO Box 2801, Stoke on Trent, ST4 9DN
  • Telephone - 01782 339128

For all other complaints:

The Managing Director at Shape Digital:

Policies incepted or renewed on or after 01/01/2024

If you have a complaint regarding a claim:

Section One & Two (Property Claims)

  • Post – Complaints, Innovation Property (UK) Limited, Yarmouth House, 1300 Parkway, Whiteley, Fareham PO15 7AE
  • Telephone - 0343 227 7314

Section Three (Liability Claims)

  • Post – Complaints, Kennedys Law, 6 Queen Street, Leeds, LS1 2TW
  • Telephone - 0343 227 7315

 

For all other complaints:

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