Our clients underpin every aspect of our business. Through our customer focus and technical excellence, we provide them with a claims service that delivers help, support and guidance. We aim to ensure fair, equitable and speedy resolution of covered claims.
Our claims units are staffed with highly specialized legal and technical personnel with decades of experience in various disciplines. Our teams strive to handle claims efficiently, control costs and communicate effectively with all parties involved.
For Claims in the US
For inquiries on existing claims, please call 603.656.2200 and you will be directed to the appropriate US Claims Analyst.
Please contact us here for new claims to be administered by RiverStone.
If you have a general inquiry or do not know the Claims Analyst assigned to your claim, please contact us.
For Claims in the UK
For inquiries on existing claims, please call +44 (0) 800 587 6713 and you will be directed to the appropriate UK Claims Analyst.
If you want to make a new claim or have a policy query, please refer to our Claims FAQ.
For brokers or intermediaries, please contact us here.
For legal reasons, we are required to verify your identity before we discuss any claim and/or release any data.
Making a complaint
Even with the best intentions, things can sometimes go wrong. If this happens, we need to know about it. Please get in touch with us by calling the number below to speak with a member of our Complaints team.
- US: 603.656.2200
- UK: +44 (0)207 398 4251
If you would prefer to us to contact you, please complete our form below.
Please be ready to provide:
- Personal contact details
- Details about the policy
- Information about the complaint
- What you would like us to do
How do we process complaints?
If you make a complaint and we are able to resolve the problem within three days, then the matter will not go into our formal complaint process. If a complaint cannot be resolved in this way, we will investigate and give you a full written response. If you are unhappy with the outcome of our investigation into your complaint then you may be entitled to escalate the matter. We will tell you which, if any, option is available to you.
Please note: For European Union consumers of online sales and service contracts, complaints may be referred to the online dispute resolution (“ODR”) platform. The ODR platform will refer your complaint to the Financial Ombudsman Service who will pass it on to us.