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:
Email: suretravelenquiries@tifgroup.co.uk
Telephone: 0333 005 1094
We are open 8am-7pm Monday-Friday and 9am-5pm Saturday-Sunday. On Bank Holidays we are open from 10am-4pm (closed on Easter Sunday, Christmas Day, Boxing Day, and New Years Day).
Claims Department
For TopDog policy customers only – please call Travel Claims on: 01444 465581 between 9am to 5pm, Monday to Friday (Please listen carefully to the instructions so that your call can be directed to the correct team).
email: travelclaims@imglobal.com
or visit www.imglobal.com/member/assistance/claims
If you purchased any other product:
The easiest way to make a claim is on our Insurer’s secure website. This gives you time to gather all the documents you need, submit them online and means no waiting for the post. You can kickstart your claim here.
Their online claims portal is available 24/7, with an immediate decision available for certain claims.
Alternatively, you can call 0333 005 1097 and a member of our appointed claims team will assist you. For more information on the claims process, please visit this page. If you need to make a claim or have a questions about an ongoing claim, please contact Collinson Insurance Services Ltd via:
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.
If you purchased a TopDog product:
For TopDog policy customers only – to speak to a member of the emergency medical assistance team please call +44(0)1444 465579, the team is available 24 hours a day, every day of the year.
If you purchased any other product:
To speak to a member of the emergency medical assistance team please call 0333 005 1098, the team is available 24 hours a day, every day of the year.
Existing Partners & New Partner Queries
If you would like to discuss becoming a Citybond Suretravel partner or require support, please contact our Account Management Team via:
Email: citybondpartnerships@tifgroup.co.uk
Tel: 01233 564150 (please note, this line is for Partnership Queries and Support Only. We will not be able to assist customers via this line. For Customer Services, please call 0333 005 1094)
Our Account Management Team is available 9am-4pm Monday-Friday (excluding Bank Holidays).
Complaints
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
Suite 12, 20 Churchill Square, Kings Hill, West Malling, Kent, ME19 4YU.
Email: complaints@tifgroup.co.uk
Telephone: 0333 005 1096
If your complaint relates to claims, or assistance your received whilst travelling, please contact:
If you purchased a TopDog Product
If your complaint relates to a claim, or assistance that you received whilst travelling, please contact:
The Complaints Officer, International Medical Group, 3rd Floor, Fitzalan House, Fitzalan Court, Cardiff. CF24 0EL
Tel: 01444 465581
Email: qualityassurance@imglobal.com
If you purchased any other product
If your complaint relates to a claim, or assistance you received whilst travelling – please contact:
Quality Department
Collinson Insurance Services Limited
Sussex House
Perrymount Road
Haywards Heath
West Sussex
RH16 1DN
Email: Complaints@collinsoninsurance.com
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
Email: complaints@libertyglobalgroup.com
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
Email: complaint.info@financial-ombudsman.org.uk
Online: www.financial-ombudsman.org.uk