Arma Karma always aim to give you the best service possible and work hard to make sure that you are happy. If something goes wrong and you feel that the service you received was not up to scratch, then we want to know as soon as possible. If you have a complaint about your subscription, or about the handling of a claim, please see the sections below for how you can let us know that you are unhappy and how you can expect your complaint to be handled.
Subscription & Policy Administration Issues
If you have any questions or concerns about your policy administration and documents, you should contact us to complain in the following ways, quoting your Arma Karma subscription number (beginning AKP):
• Website live chat
• Facebook chat
• Drop us an email: [email protected]
• Send Postal mail to:
Arma Karma
Innovation Centre
Knowledge Gateway
Boundary Road
Colchester
CO4 3ZQ
We aim to resolve all complaints as soon as possible, normally by responding to you with a Summary Resolution Letter by email within 3 business days of when you raise your complaint. If your complaint requires further investigation which will take longer than 3 business days, then we will send you a Complaint Acknowledgement Letter within 5 business days to your registered email address. Within 8 weeks of us receiving your complaint we will investigate and send a Final Response to your registered email address. If you remain dissatisfied with our Final Response you are entitled to take your complaint to the Financial Ombudsman Service (FOS) - details on how to do this are below.
Claims Administration Issues
If your complaint is about a claim made before November 1st 2024, you should refer the matter to our claims specialists Direct Validation Services Limited (Davies Group). Their contact details are:
Telephone: 0333 400 9049
Email: [email protected]
Address: PO Box 2801, Stoke-On-Trent, ST4 9DN
In all correspondence please state that your insurance is underwritten by Bspoke Underwriting and quote your unique policy number from your policy schedule.
If your complaint is about a claim made on or after November 1st 2024, you should refer the matter to our claims specialists Citymain Administrators Limited. Their contact details are:
Telephone: 0333 400 9049
Email: [email protected]
Address: Citymain Administrators Ltd, 3000 Lakeside North Harbour, Western Road, Portsmouth, PO6 3EN
In all correspondence please state that your insurance is underwritten by Bspoke Underwriting and quote your unique policy number from your policy schedule.
Financial Ombudsman Service
If we have not completed our investigations into your complaint within 8 weeks of receiving your complaint, or, if you are not happy with our Final Response, you may ask the Financial Ombudsman Service (FOS) to look at your complaint. If you decide to contact them, you should do so within 6 months of receiving our Final Response Letter. For more information regarding the scope of the Financial Ombudsman Service please refer to www.financial-ombudsman.org.uk.
The Financial Ombudsman Service,
Exchange Tower, London E14 9SR
Telephone: 0800 023 4567
Get in touch online: https://www.financial-ombudsman.org.uk/contact-us/complain-online.
Financial Services Compensation Scheme
Arma Karma is authorised by Bspoke Underwriting Limited on behalf of Watford Insurance Company Europe Limited to transact insurance business on their behalf.
If Watford Insurance Company Europe Limited cannot meet their obligations, you may be entitled to compensation from the Financial Services Compensation Scheme (FSCS). You can get more information about compensation scheme arrangements from the FSCS or visit www.fscs.org.uk.
Following our complaints procedure does not affect your legal rights as a consumer. For further information you can contact the Citizens Advice Bureau or Trading Standards.
Last updated 29th July 2024.
