We have aimed to make our site as simple to use and navigate as possible. However, we realise that you may have questions and enquiries that are not answered on the site or you may need to speak to us about matters such as a claim, complaint, or your policy documents.
Our dedicated staff members are on hand to help with your enquiry. However, before you contact us please take a look through our FAQ section, as you may find the answer to your enquiry here.
If you still need to contact us you can use one of the following methods:
By phone: You can contact a member of the team on 0844 324 6310 from 9.00am until 5.00pm Monday to Friday.
In writing: If you prefer to write to us you can contact us at: Surewise Limited, Direct House, 4 Sidings Court, Doncaster DN4 5NU. We will respond to your letter within 5 working days.
By email: If you wish to contact us by email please contact surewise@directgroup.co.uk. Once we receive your email we will endeavour to respond within 24 hours. However, please allow more time for a response at weekends and on Bank Holidays.
The Administrator aims to provide you with a first class service and is committed to providing you with an excellent claims handling service. If, however, there is an occasion when you feel they have not provided the service you expect please tell them about it, so that they can do their best to resolve the problem.
If you have any disability that makes communication difficult, please tell them and they will be pleased to help.
In the first instance please address your correspondence to Direct Group Limited, Direct House, 4 Sidings Court, Doncaster DN4 5NU. Telephone number: 0844 412 4067.
The Administrator has internal complaints handling procedures which you can ask to see. Please supply your name, address, schedule reference number and where possible enclose copies of relevant correspondence as this will help to deal with your concern, in the shortest possible time.
In the event that you remain dissatisfied with the response received you can refer the matter to Lloyd's. Please contact: Policyholder and Market Assistance, Lloyd's Market Services, 1 Lime Street, London EC3M 7HA. Telephone number: 0207 327 5693 Fax: 0207 327 5225 E-mail: complaints@lloyds.com.
Complaints that cannot be resolved by Lloyd's may be referred to the Financial Ombudsman Service. Further details will be provided at the appropriate stage of the complaints process. This complaints procedure does not affect your right to take legal action.
