Contact Us

Christmas 2019 opening hours

Please note: our offices will be closed from the afternoon of Tuesday 24 December to Friday 27 December. Our offices will reopen on Monday 30 December.

If you have any general enquiries, please contact us on 0845 345 5510.
For enquiries regarding renewals or existing policy queries, please contact our Customer Solutions Centre, quoting the policy/contract number:

Call us:
0845 345 5510

Write to us:
HSB Engineering Insurance
Chancery Place
50 Brown Street
Manchester
M2 2JT 
To view our list of offices across the UK and Ireland, click here.

If you are a member of the media and have a question about our products and services, or would like to interview one of our experts, please get in touch with one of our media contacts:

 

HSB Engineering Insurance

Michelle Burgess, Marketing Manager
Tel: +44 (0)20 7265 7055
Email: michelle.burgess@hsbeil.com


FWD PR

Gug Kyriacou, Joint Managing Director
Tel: +44 (0)20 7280 0640
Email: gug.kyriacou@fwdconsulting.co.uk

Will Horner, Account Executive
Tel: +44 (0)20 7280 0658
Email: will.horner@fwdconsulting.co.uk

To report a claim, please refer to your policy wording documentation for guidance. Alternatively, you can contact us at:

Email us: 
new.loss@hsbeil.com

Call us:

  • UK: 0330 100 3432
  • ROI: +1800 812 363

Write to us:
Claims Department
HSB Engineering Insurance Limited
Chancery Place
50 Brown Street
Manchester
M2 2JT

Making an insurance complaint: our commitment to you

We are committed to the highest standard of customer care and aim to achieve fair treatment at all times. We place great importance on customer feedback and will listen carefully to your views. We pay particular attention to customer complaints, as this can help us to identify improvements to our products and services.

How to contact us

If you think we have not delivered on our service commitment, we want to hear about it. There are a number of ways that you can contact us:

Complete our insurance complaints form:
Insurance complaints form
 
Email us:
complaints@hsbeil.com

Write to us:
HSB Engineering Insurance
Chancery Place
50 Brown Street
Manchester
M2 2JT

Call us: 
UK: +44 (0)330 100 3433 
(Calls to this number are charged at the same standard landline rate as calls to 01 or 02 numbers.)

ROI: +1 800 656 023
(Calls to this number are free from a landline or mobile when dialling from Ireland)

What you need to tell us when you contact us

  • Your name and contact details
  • Your policy/claim details
  • Details about your problem or complaint
  • What you want us to do to put things right

Once you've told us about your complaint, we'll:

  • Pass it onto our Customer Service Relations, who will then contact you
  • Acknowledge receipt of your complaint within five working days
  • Try to resolve your complaint as soon as possible

For more complex issues, it's likely that we will need longer to look into what's happened and we may ask you for further information to help us reach a decision.

If you’re not satisfied with our response to your complaint

If you’re not satisfied with our response or feel we haven’t considered all the issues, we’re happy to review any further information you provide.

If, after eight weeks, we have not resolved your complaint and provided a final response, or you are not satisfied with our final response, you may have the right to take your complaint to the Financial Ombudsman Service (FOS). We will provide a copy of the FOS standard explanatory leaflet. You can also download a copy of the FOS standard explanatory leaflet by clicking here, or you can contact them directly; their details are as follows:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Their phone number is 0800 023 4567 (calls to this number are free from mobile phones and landlines).

You can send an e-mail to: complaint.info@financial-ombudsman.org.uk
or you can log on to their website: www.financial-ombudsman.org.uk

Making an inspection service complaint: our commitment to you

We are committed to the highest standard of customer care and aim to achieve fair treatment at all times. We place great importance on customer feedback and will listen carefully to your views. We pay particular attention to customer complaints, as this can help us to identify improvements to our products and services.

How to contact us

If you think we have not delivered on our service commitment, we want to hear about it. There are a number of ways that you can contact us:
 
Complete our inspection service complaints form:
Inspection service complaints form
 
Email us:
complaints@hsbeil.com

Write to us:
HSB Engineering Insurance
Chancery Place
50 Brown Street
Manchester
M2 2JT

Call us:
UK: +44 (0)330 100 3433
(Calls to this number are charged at the same standard landline rate as calls to 01 or 02 numbers.)

ROI: +1 800 656 023 
(Calls to this number are free from a landline or mobile when dialling from Ireland)

  
What you need to tell us when you contact us

  • Your name and contact details
  • Your contract details
  • Details about your problem or complaint
  • What you want us to do to put things right  

Once you've told us about your complaint, we'll:

  • Pass it to a case officer, who will contact you
  • Acknowledge receipt of your complaint within five working days
  • Try to resolve your complaint as soon as possible

For more complex issues, it's likely that we will need longer to look into what's happened and we may ask you for further information to help us reach a decision.

If you’re not satisfied with our response to your complaint

If you’re not satisfied with our response or feel we haven’t considered all the issues, we’re happy to review any further information you provide.

If, after eight weeks, we have not resolved your complaint and provided a final response, or you are not satisfied with our final response, you may have the right to appeal which will be reviewed by our Chief Engineer.

Feedback

We place great importance on providing a quality service to all of our customers, and we welcome feedback on any aspects of our service. If you would like to provide feedback:
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