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Making a complaint

At John Lewis Insurance, we’re committed to providing outstanding customer service. But we know that things can go wrong and there may be times when you feel we haven’t given you the service you expect.

If you’re unhappy with the products or services you’ve received or you’ve got a problem you’d like us to sort out, let us know so we can put things right. Here’s how you can make a complaint.

  • Get in touch with the appropriate customer service team: the team working with the product or service you’re having problems with are best able to sort out any difficulties for you. Just select the product that you want to discuss,

If you contact us by email, we’ll respond within 24 hours during our operating hours. 

Home Insurance

Contact our Home Insurance customer service team

These are the contact details for policy numbers starting 'GB' or 'JL'.

Call us

  • For service complaints: 0845 610 0300
  • For claims complaints: 0845 610 0301
  • For Home Emergency complaints: 0845 603 1274

Write to us 

  • For service and claims complaints: 

AXA Insurance 
Household Customer Relations Team
PO BOX 300
Lancaster
LA1 1GB 

Please include your claim reference number on all correspondence. 

  • For Home Emergency complaints

AXA Assistance UK ltd
Quality Manager
The Quadrangle
106-118 Station Road
Redhill
Surrey
RH1 1PR

Contact our Home Insurance customer service team

These are the contact details for policy numbers starting 'J' or 'H'.

Call us

  • For service complaints: 0845 078 7560
  • For claims complaints: 0845 078 3838
  • For Home Assistance complaints: 0845 078 7599

Write to us 

  • For service and claims complaints: 

John Lewis Home Insurance
Customer Relations Team
PO Box 2075
Livingston
EH54 0EP

Please include your claims reference number or Policy Number on all correspondence. 

Terms, conditions, limitations, exclusions and acceptance criteria apply.

John Lewis Insurance is a trading name of John Lewis plc. Registered office: 171 Victoria Street, London SW1E 5NN. Registered in England (No. 233462). John Lewis plc is an appointed representative of Royal & Sun Alliance Insurance plc. John Lewis Home Insurance is underwritten by Royal & Sun Alliance Insurance plc (No. 93792). Registered in England and Wales at St. Mark's Court, Chart Way, Horsham, West Sussex, RH12 1XL. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (Financial Services Register No. 202323). Calls may be recorded and monitored.

Contact our Specialist Home Insurance customer service team

Call us

  • For service complaints: 0800 916 6880
  • For claims complaints: 0800 916 6890

Write to us

  • For service and claims complaints:

John Lewis Specialist Home Insurance
50 Kings Hill
Avenue Kings Hill
West Malling
Kent
ME19 4JX

Contact our Car Insurance customer service team

Call us

  • For service complaints: 0845 610 0355
  • For claims complaints: 0845 610 0360

Write to us

  • For service and claims complaints:

John Lewis Car Insurance
Prospect House
Gordon Banks Drive
Stoke on Trent
ST4 4TW

Contact our Pet Insurance customer service team

Call us

  • For service complaints: 0845 078 7550
  • For claims complaints: 0845 078 7585

Write to us

  • For service and claims complaints:

John Lewis Pet Insurance
Customer Relations Team
PO Box 2075
Livingston
EH54 0EP

Contact our Travel Insurance customer service team

Call us

  • For service complaints: 0845 111 0030
  • For claims complaints: 0845 123 1160

Write to us

  • For service complaints:

John Lewis Travel Insurance
Prospect House
Gordon Banks Drive
Stoke on Trent
ST4 4TW

  • For claims complaints:

John Lewis Travel Insurance
Ageas House
Tollgate
Eastleigh
Hampshire
SO53 37A

Contact our Wedding Insurance customer service team

Call us

  • For service complaints: 0845 078 7527
  • For claims complaints: 0845 078 7598

Write to us

  • For service and claims complaints:

John Lewis Wedding Insurance
Customer Relations Team
PO Box 2075
Livingston
EH54 0EP

Contact our Event Insurance customer service team

Call us

  • For service complaints: 0845 078 7527
  • For claims complaints: 0845 078 7598

Write to us

  • For service and claims complaints write to us at:

John Lewis Event Insurance
Customer Relations Team
PO Box 2075
Livingston
EH54 0EP

Life Cover

Contact our Life Cover customer service team

Call us

  • For service and claims complaints: 0845 602 9199

Write to us

  • For claims complaints:

The Claims Department
Friends Life
PO Box 1550
Salisbury
SP1 2TW 

  • For service complaints:

Customer Relations Manager
Friends Life
PO Box 1550
Salisbury
SP1 2TW

Contact our Life Cover customer service team

Call us

  • For service and claims complaints: 0845 600 3122

Write to us

  • For claims complaints:

The Claims Department
Friends Life Individual Protection
The Core
40 St Thomas St
Bristol
BS1 6JX

  • For service complaints:

Customer Relations Manager
Friends Life Individual Protection
The Core
40 St Thomas St
Bristol
BS1 6JX

To escalate your complaint further

The Financial Ombudsman Service (FOS)

We’ll always do all we can to resolve your difficulties, but if you feel you’ve been unfairly treated, you have the right to present your concerns to the FOS once we’ve issued you with a final response. The FOS is an independent body that arbitrates on complaints about general insurance products. You have six months from the date of our final response to refer your complaint to the FOS. This does not affect your right to take legal action.

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wal
London
E14 9SR

Tel: 0300 123 9123 or 0800 023 4567

Fax: 020 7964 1001

Email: complaint.info@financial-ombudsman.org.uk