How to Complain to Staysure

Staysure says it treats any expression of dissatisfaction, written or spoken, as a complaint. Its page gives different contact routes depending on whether the issue is about the sale, the travel insurance policy, or add-ons such as legal expenses, gadget cover or car hire excess. source

After you receive a final resolution letter you are unhappy with; the Financial Ombudsman Service says to come within 6 months of that letter. Scheme: Financial Ombudsman Service. source

The FCA's rules say an insurer must handle claims promptly and fairly, give you reasonable guidance to help you make a claim and appropriate updates on progress, not unreasonably reject a claim, and settle claims promptly once settlement terms are agreed (ICOBS 8.1.1R). source

For consumer policies, an insurer rejecting a claim because of a misrepresentation is generally unreasonable unless it was a 'qualifying misrepresentation': you failed to take reasonable care not to misrepresent, and the insurer can show it would not have written the policy at all, or only on different terms, without it. source

Rejecting a claim because you breached a condition or warranty is generally unreasonable unless the circumstances of the claim are connected to the breach (for contracts on or after 1 August 2017, with exceptions in sections 10 and 11 of the Insurance Act 2015). source

For home insurance, the aim of a settlement is generally to get you back to where you were before the loss or damage. The insurer decides how to settle, for example by repairing, replacing or paying cash, but the Financial Ombudsman Service expects it to consider your circumstances. source