Contact Us

At Citybond Suretravel we are passionate about providing the best customer service possible. Therefore if you need to get in touch with us, please find below details on how to contact the correct team:

Manage your Policy Online

If you need to make changes to your policy, please click the links below to do so online:

If you can’t find what you need above, please contact our customer service team using the details below.

Customer Services

If you have a question about our policies, need to declare a medical condition or make a change to your current policy, please contact us via:


Telephone: 0333 005 1094

Claims Department

If you need to make a claim or have a questions about an ongoing claim, please contact Collinson Insurance Services Ltd via:


Telephone: 0333 005 1097

Emergency Medical Assistance

If you are in a medical emergency situation or you require any medical assistance, please click here for more information on what to do. You can also contact: Collinson Insurance Services Ltd via:

Telephone: 0333 005 1098


If your complaint relates to the sales literature, the way in which your policy was sold to you, the medical screening service or regarding information about your policy, please contact:

Complaints Manager

Citybond Suretravel Complaints

1 Tower View, Kings Hill, West Malling, Kent, ME19 4UY


Telephone: 0333 005 1096

If your complaint relates to claims, or assistance your received whilst travelling, please contact:

The Quality Department

Collinson Insurance Services Ltd

Sussex House, Perrymount Road, Haywards Heath, West Sussex, RH16 1DN


Telephone: 0333 333 9702

If your complaint relates to the end supplier sections of cover or claims under these sections, and you purchased your policy before 19th December 2023, please contact:

End Supplier Complaints (IPP)

Compliance Officer

Liberty Mutual Insurance Europe SE

20 Fenchurch Street, London, EC3M 3AW

Telephone: +44 (0) 203 758 0840


Or complete DAS’ online complaint form at:

If your complaint has not been resolved within eight weeks or you are not satisfied with the outcome, you may be entitled to refer it to the Financial Ombudsman Service (FOS). The contact details for the FOS are:

The Financial Ombudsman Service

Exchange Tower, London, E14 9SR

Telephone (Landline): 0800 023 4567, (Mobile): 0300 123 9123