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Markel Insurance

Complaints process

Markel values the trust you put in us. We strive to deliver the highest quality of service to you and your clients. If something goes wrong, we need you to tell us so we can put things right and improve our service for everyone.

I'm not happy – who do I talk to:

Please contact the Markel Customer Services Manager:
0370 607 8999
8:30am - 5:30pm

Markel After The Event Insurance Services
Corinthian House
17 Lansdowne Road
Croydon CR0 2BX

Specific complaints should be communicated to the Markel Customer Services Manager, but they will also be happy to clarify any issues around making a complaint or our Complaints Procedures.

What will happen when I make a complaint?

  • We will acknowledge receipt of your complaint within five working days of receipt, and tell you who will be responding. This will be an appropriately qualified person, and this process will not in any way adversely affect other services we may be providing to you.
  • We will aim to send you a final response to your complaint within four weeks, but if we cannot, we will write to update you. Should we still not be able to finalise our response to your complaint within eight weeks, we’ll write to you and update you on the date at which we expect to be in a position to finally respond.
  • See full details on the Markel ATE complaints procedure [pdf].

EU Online Dispute Resolution (ODR)

We really want you to talk to us directly about any complaints. However, if you were sold your insurance online, or by other electronic means within the European Union (EU), you may use the EU Online Dispute Resolution (ODR) platform to make your complaint.

The ODR will escalate your complaint to your local dispute resolution service. This process is free and conducted entirely online.

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Rated by our customers

Markel has a maximum five-star rating for overall service experience across the entire insurance policy lifecycle.”

Why should you choose Markel

Our commitment to brokers

Excellent service through our regional offices

Online transactional capability and broker portal

Marketing capabilities through Engine Room

Best-in-class support from our value-added services