How We Help

All of the association's consumer services are free and available without registration. Below is what we can help with, what to expect and where our capabilities end.

Explanations of insurance

The section on types of insurance contains clear guides: who a type of insurance is for, what is usually covered and what is not, how the sum insured and the deductible matter, what drives the price and which questions to ask before signing a contract. Separate materials have been prepared for common life situations: car, home, health, travel, work and business.

A free check of an insurance offer

If you have been offered a policy and are not sure it suits you, send us the offer or its terms. We will help you work out what is really covered, which exclusions matter and what to look for when comparing it with other options. You can also compare up to four policies yourself using the comparison tool on the website.

We do not recommend a particular insurance company to buy from and we do not sell policies: we help you make your own informed decision.

Help with an insured event or a dispute

If an insured event has happened, the claims navigator will show you what to do: whom to notify, what to keep and which documents you may need. If you have a disagreement with your insurer, such as a refusal, a delay or an undervalued claim, send a confidential request through the Ask for help form.

We will advise you on your situation and explain how to proceed. The usual route for resolving a dispute looks like this:

1. The insurer. A written request or formal claim to the insurance company, with documents and proof of sending.
2. The insurance ombudsman. For disputes within its remit, depending on the applicant's status, the type of contract and the amount claimed.
3. The regulator. If the issue is a breach of the rules governing the insurer's or intermediary's activities: supervisory matters, not a dispute over the amount due under a contract.
4. The court. If the dispute could not be settled out of court.

Which route is right for you depends on the circumstances, and we will help you work it out.

Finding a specialist

The registry lists insurance consultants, claims assistance companies, surveyors, valuers and underwriters. You can choose a provider yourself or leave a request, and a member of the association's staff will help with the selection. Third-party specialists may charge for their services; their terms, and who pays, are shown in advance.

The insurance school

Free courses with lessons, summaries, practical tasks and tests help you understand insurance before you need it. No registration is required, and your progress is saved on your device.

Reviews

Read about other clients' experience before choosing a company, or share your own. All reviews are moderated under one set of rules, and organisations can reply to them.

What to expect

• After submitting a request, you receive a reference number and a secure link for correspondence, with no password or account.
• A staff member may ask for additional information or documents.
• You receive an explanation and a plan of action for your situation.
• Your materials are not shared with anyone without your consent.

The limits of our help

The association is not an insurance company, a regulator, the insurance ombudsman or a court. Contacting us is not an official complaint to an insurer or a state body and does not stop any time limits. We do not promise a payout or guarantee the outcome of a dispute, but we will give you an honest assessment of your situation and tell you how to proceed. The association is not an emergency service: in an emergency, contact the emergency services and your insurer first.