Frequently Asked Questions


To go directly to a particular section of this FAQ page please select from the categories below.

PREMIUMS

How do I cancel a policy?

To cancel your ‘online’ policy online you will need your policy number and your email address or postcode.

Access the St Margarets website and click on the ‘Existing Clients’ link on the menu line. This will then offer two options, click on the box headed ‘If your policy number format is etc’ and then enter your policy number and e-mail address or postcode and follow the instructions.

To cancel a policy that was not purchased online please call our freephone number 0800 018 0012 and we will arrange this for you.

CLAIMS

How do I make a claim?

To make a claim online you will need your policy number and your e-mail address or postcode.

Access the St Margarets website and click on the ‘Existing Clients’ link on the menu bar. This will then offer two options, click on the box headed ‘If your policy number format is etc’ and then enter your policy number and e-mail address or postcode and follow the instructions. Your claim will be with the claims department the moment that you press the submit button.

For policies that were not purchased online please click on the ‘Claims’ tab shown on the menu bar, click within the 'All other policy formats' box and complete the appropriate document either online or download a copy of the claim form and forward it completed in the post.

How do I make a claim if I can't get access to a computer?

In some cases we appreciate that it may not be possible to get access to an internet connection. In these cases please call 0800 018 0012. We will then send you out a claim form to complete manually, and advise you on any steps you may need to take to mitigate your loss. Please note that this phone line is not available outside of normal working hours.

POLICY HOLDER FEATURES

I have forgotten my policy number. How do I log onto the policyholder menu?

If you have forgotten your policy number, please contact us at stmargarets@amlin.co.uk or telephone 0800 018 0012.

How do I amend my address and contact details?

If you have purchased a policy online, click on the 'Existing Clients' link on the menu bar and then click on 'If your policy number format is etc'. Then log in via the policyholder login, click 'policy details', then the 'amendments' link and follow the instructions. Please note that you are only able to amend your contact address, contact details and telephone numbers.

For policies bought via our office, or changes other than address, contact details or phone number, please fill out the applicable form on the Existing Customers page of the site. Alternatively you can call 0800 018 0012 and speak to one of our customer service advisers.

Can I obtain additional copies of my certificate of insurance?

If you have purchased a policy online, click on the 'Existing Clients' link on the menu bar and then click on 'If your policy number format is etc' and simply login, via policy management, use the policyholder login, click on the 'policy documents' and then the 'certificate of insurance' link.

For policies bought via our office, please call 0800 018 0012 or email stmargarets@amlin.co.uk to request a copy.

What is Acrobat Reader?

Your Certificate of Insurance is held in PDF format. This means that regardless of the type of word processing package you may have on your PC you will be able to view your policyholder documents. To view the documents you need to have Adobe Acrobat installed on your PC. If you do not have it, it is available free by clicking here.

Do I need to print off my full Insurance wording and Summary of Cover (Key Facts)?

We encourage you to print off your full Insurance wording and the summary, however, you will always have on line access. Click on the 'Existing Clients' link on the menu bar and then click on 'If your policy number format is etc' and simply login, via policy management, use the policyholder login, click on the 'policy details' link, click in the 'policy documents' link and then click in 'insurance wording' or 'Summary of Cover'.

COMPLAINTS

What is the complaints procedure?

While we at St Margarets aim to provide a high quality service, there are times when things go wrong and when that happens you have the opportunity to make a complaint. (Please note for complaints relating to Marine Legal cover please refer to the Wording.)

Complaints in the first instance should be directed to the following, quoting the Certificate Number shown at the top of the Certificate of Insurance.

General Manager
St Margarets
11 Tower View
Kings Hill
West Malling
Kent
ME19 4UY
United Kingdom
Telephone             0800 018 0012
Fax                       01732 223821
email                    admin@stmargarets.com

In the event that you are dissatisfied with our handling of your complaint you can at any time refer the matter to Policyholder & Market Assistance.

Lloyd’s Market Services
One Lime Street
London
EC3M 7HA
Telephone             020 7327 5693
Fax                       020 7327 5225
email                    Complaints@Lloyds.com

Complaints that cannot be resolved by Policyholder & Market Assistance may be referred to the Financial Ombudsman Service. Further details will be provided at the appropriate stage of the complaints process

TECHNICAL QUESTIONS

My Documents appear BLANK online.?

If you experience a blank document or Internet Explorer error when clicking on any document links please carry out the following procedure on your pc. Please note this will not harm your pc, it is an Internet setting that may need to be changed on some systems to access some policy documentation.

Click on Tools in your toolbar
Go to Internet Options
Click on the Advanced Tab on top right
Within this list scroll down until you get to "Security"
Within Security please tick “Do not Save Encrypted Pages to Disc”
Now click on OK/Apply and come out of the commands.

Now go back to the linked document and re-click. This should now have resolved the problems