If you require assistance with your Wine2Insure policy, select and complete the appropriate form from the selection below.
If you would like to make a claim please complete the Submit a Claim section below. We require all claims to be made in writing, we are not able to accept verbal claims by telephone.
If you need to update or change your card payment details you will be required to login to Worldpay to update your user account. Download our helpful user guide which contains advice on amending your card details held with Worldpay. Please note, for security reasons we are not able to amend payment details on your behalf.
To speak to one of our advisors call: 01306 740555 during our normal business hours, 9 am - 5 pm, Monday to Friday (closed Bank Holidays). Our full contact details are available further down this page.
If you have any questions or concerns about this insurance or the handling of a claim, please contact Connoisseur Underwriting of South House, South Street, Dorking RH4 2JZ.
Telephone 01306 734 106 and speak to John Wakefield
(contact your insurance advisor named in the schedule through whom this insurance was arranged.)
If you wish to make a complaint, you can also do so at any time by referring the matter to the:
XL Catlin Services SE, UK Branch, 20 Gracechurch Street, London EC3V 0BG
Tel: +44 (0)20 7743 8487
If you remain dissatisfied after XL Catlin Services SE have considered their complaint, it may be possible in certain circumstances to refer the complaint to Lloyd’s. Details of Lloyd’s complaints procedures are set out in a leaflet “Your Complaint – How We Can Help” available at www.lloyds.com/complaints and are also available from XL Catlin Services SE at the above address or from Lloyd’s at:
Lloyd’s Complaints Department
Lloyd’s, Fidentia House, Walter Burke Way, Chatham ME4 4RN
Tel: +44 (0)20 7327 5693 Fax: +44 (0)20 7327 5225
The Financial Ombudsman Service
South Quay Plaza, 183 Marsh Wall, London E14 9SR
Tel: +44 (0)845 080 1800
From within the United Kingdom
Tel: 0800 0234 567 (free for people phoning from a “fixed line”, for example, a landline at home)
Tel: 0300 1239 123 (free for mobile-phone users who pay a monthly charge for calls to numbers starting 01 or 02)
From outside the United Kingdom
Telephone Number: +44 (0) 20 7964 1000
Fax: +44 (0) 20 7964 1001
The Financial Ombudsman Service can look into most complaints from consumers and small businesses. For more information contact them on the above number or address,
or view their website: www.financial-ombudsman.org.uk
The European Commission also provides an on-line dispute resolution (ODR) platform that allows consumers to submit their complaint through a central site, which will forward the complaint to the right Alternative Dispute Resolution (ADR) scheme. The ADR scheme for Catlin Underwriting Agencies Limited is the Financial Ombudsman Service, which can be contacted directly using the contact details above.
For more information about ODR please visit their website: www.ec.europa.eu/odr