Our role in arranging insurance

At Cigna Insurance Services, we specialise in the administration of travel, health and accident and protection insurance policies for individual customers.

We work with a small number of insurers to provide these products (see legal information) and we handle complaints about all of our services. As well as handling complaints, as a regulated entity, we are responsible for reporting information about our complaints to the Financial Conduct Authority (FCA) on a biannual basis.

Although we handle complaints relating to all of our insurers, our FCA complaints report and the information we publish on this website only contains information relating to complaints involving the two Cigna insurance companies (CIGNA Life Insurance Company of Europe S.A.-N.V. and CIGNA Europe Insurance Company S.A.-N.V.) and one of our insurer partners, Great Lakes Reinsurance (UK) PLC.

The other insurers with whom we do business choose to submit their own information to the FCA and we supply them with the information to enable them to do so.

Our customers are also customers of our partners and the degree to which they complain about our products and services, and the fairness and punctuality with which we handle those complaints, is of paramount importance not only to us, but also to our partners, to their brand integrity, and to our insurers.

The level of scrutiny that is applied to our processes and procedures in this area by all parties and stakeholders ensures that we will never become complacent and that every complaint is treated with the respect it deserves.