If you ever need to make a claim please contact us as soon as possible. The team can provide advice and support you through the next steps of the process.

Our promise to you outlines how we will support you throughout your claim: 

• We’ll look at your policy cover to see how we can best compensate you. If we can resolve the claim when you first contact us – we will.
• We give you direct access to the expert claims handler dealing with your case
• We aim to keep things as simple as possible, offering you guidance and assistance throughout the life of the claim and responding to enquiries within one working day.
• We will look for cover, paying you exactly what you are entitled to, quickly and without fuss.
• We will take a proactive approach in protecting your best interests and we’ll always consult you before making any decisions on liability.

91% of customers who had their claim settled were very or extremely satisfied¹.

The team aim to deliver excellent service to every customer, every day. The feedback we receive from our customers is extremely valuable and gives us the opportunity to improve how we can help you during a claim. If there is anything we can do to improve this, please let us know. 

¹Baptist Insurance claims satisfaction survey 2022 - 41 responses from customers who have had their claims settled.

¹Baptist Insurance claims satisfaction survey 2019 - 67 responses from customers who have had their claims settled

If you have any suggestions or feedback on our service we would be very happy to hear from you.

• We will investigate diligently and impartially within Baptist Insurance
• Keep you informed of the progress of the investigation
• And respond to you in writing to you as soon as possible.

We will aim to resolve your complaint within one business day. For more complex issues, we may need a little longer to investigate and we may ask you for further information to help us reach a decision.

If you are unhappy, please contact us as soon as possible on 0345 070 2223.

Alternatively, you can email us at enquiries@baptist-ins.com or write to us at:

Baptist Insurance plc
Benefact House,
2000 Pioneer Avenue,
Gloucester Business Park,
Brockworth,
Gloucester
GL3 4AW
United Kingdom

If you are not satisfied with our response, or if we have not completed our investigation within eight weeks, we will inform you of your right to take the complaint to The Financial Ombudsman Service.

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

This complaints handling procedure does not affect your right to take legal proceedings.