Equine Customers
Thank you for visiting Lancaster Insurance.
Equesure Insurance has now closed, if you were a previous Equesure customer, your policy will now be administered by Lancaster Insurance. As a sister company to Equesure, Lancaster will ensure that your policy terms and conditions remain the same during this insurance year.
If you need any assistance throughout the lifetime of your policy, Lancaster Insurance can help. Please do get in touch using one of the methods below.
Tel: 01480 220089
Email: customerservice@lancasterinsurance.co.uk
Contact & Opening Times
Monday-Friday: 08:30-18:00
Saturday: 08:30 - 13:00
Sunday: Closed
Bank Holidays: Closed
New Horse/Pony Insurance Policy
To purchase Horse insurance from Towergate Insurance (our partner of choice) please call them on 01242 894109 or get a quote online.
Towergate are specialists in equine insurance which can include racehorses, bloodstock and veterans. They can also cover livery yards and stables.
If you have purchased Breakdown Cover with your existing insurance cover, then please note the following:
Policies Starting Before 28th June 2024
ERS Breakdown
0800 243 783 / 01277 720718
Policies Starting 28th June 2024 Onwards
RAC Breakdown
0330 159 8581
Make a Claim
The claims process varies between insurance provider and the policy type. Please refer to the list below for the relevant claims process for you. If you have any questions or can't find the information you are looking for, please call us on 01480 220 089.
Horse Insurance Claims:
Peliwica Equine claim form / portal:
For online claim Portal, please click here.
For the Paper/Electronic claim form, please click here.
Claims line telephone Number: 01423 593335
Email: claims@peliwica.com
The Insurance Emporium Equine claims:
Paper/Electronic claim forms can be found by clicking the relevant product below:
Horse Death of Horse
Vets Fees
Veteran Vets Fees
Saddlery and Tack
Loss of Use
Claims line telephone Number: 0330 024 4006 select option 2
Email: claims@emporium.co.uk
E&L / Equine & Livestock Equine claims:
If you wish to submit a Public Liability claim you will need to discuss the claim directly with your insurer before a claim form is completed:
Claims line telephone Number: 03300 244 006
Claims email address: claims@emporium.co.uk
Saddlery and Tack (Theft)
Saddlery and Tack (Damage)
Theft or Straying
Vet Fees
Death of Horse
Dental Claim Form
Loss of Use
Personal Accident
Claims line telephone number: 0330 024 3438
Email address: claims@eandl.co.uk
HorseInsurance.co.uk Equine claims:
Paper/Electronic claim form: www.horse-insurance.co.uk/claims
HorseInsurance.co.uk claims line telephone Number: 0330 024 1603
Email address: claims@horse-insurance.co.uk
Towergate AIUA Equine claim form:
For the Paper/Electronic claim form, click here.
AIUA claims line telephone Number: 01423 795148
Email: reception@aiua.co.uk
South Essex Insurance Brokers/SEIB
For Paper/Electronic claim forms (all 3 sections need to be completed), click below.
1) Policyholder Claim Form (sections 1&2)
2) Veterinary Surgeons Report Form (section 3)
Claims line telephone Number: 0345 873 4922
Claims email address: equineenquiries@seib.co.uk
KGM
Policyholders must submit claims for Horse Trailer policies by phone
Claims line telephone Number: 0333 555 5909
Claims email address: claims.kgm@kgmus.co.uk
Horsebox Insurance claims:
MISL Horsebox Claims:
All Horsebox claims must be submitted by telephone
Claims line telephone Number: 0344 873 8184
Email address: claims@markerstudy.com
KGM Horsebox claims:
All Horsebox claims must be submitted by telephone
Claims line telephone Number: 0333 555 5909
Email address: info@aaconline.co.uk
Highway (LV) Horsebox claims:
All Horsebox claims must be submitted by telephone
Claims line telephone Number: 0800 678 1770
Email address: adnonstandard@lv.co.uk
Peliwica
Policyholders must submit claims for Horsebox policies by phone
Claims line telephone Number: 01245 396612
Claims email address: claims@peliwica.com
Equity Red Star (ERS) Horsebox claims:
All Horsebox claims must be submitted by telephone
Claims line telephone number: 0344 800 9485
New claims email address: agriculturefnol@ers.com
Existing claims email address: claims@ers.com
Horse Trailer Insurance Claims:
South Essex Insurance Brokers/SEIB
Policyholders must submit claims for Horse Trailer policies by phone
Claims line telephone Number: 0345 873 4922
Claims email address: equineenquiries@seib.co.uk
KGM
Policyholders must submit claims for Horse Trailer policies by phone
Claims line telephone Number: 0333 555 5909
Claims email address: claims.kgm@kgmus.co.uk
The Insurance Emporium Trailer:
For the Paper / Electronic claim form, click here.
Claims line telephone Number: 0330 024 4006 (option 2)
Claims email address: claims@emporium.co.uk
E&L/Equine & Livestock:
For the Paper / Electronic claim form, click here.
Claims line telephone number: 0330 024 3438
Email address: claims@eandl.co.uk
Horse Rider Insurance Claims:
The Insurance Emporium:
Policyholders must submit claims for Rider policies by phone
Claims line telephone Number: 0330 024 4006 (option 2)
Email address: claims@emporium.co.uk
E&L/Equine & Livestock:
Policyholders must submit claims for Rider policies by phone
Claims line telephone number: 0330 024 3438
Email address: claims@eandl.co.uk
Complaints
We are committed to providing a high level of customer service. If you believe we’ve not delivered this, we welcome the opportunity to put this right for you.
We accept that things can occasionally go wrong and would encourage you to tell us about any concerns you have so that we can take steps to make sure the service you receive meets your expectations in the future.
Need Help?
If a dispute regarding your policy or claim does arise, the first step is to talk to a member of the Customer Service Team.
Contact:
Email: lancastercomplaints@lancasterinsurance.co.uk
Address: Equesure Complaints, Lancaster Insurance Services, Lancaster House, Meadow Lane, St Ives, Cambs PE27 4ZB
Phone Number: 01480 484 806
Online Form - Lancaster | Complaints
Response Time
Where we are unable to resolve your complaint by the end of the third business day after receipt, you can expect the following from us:
Acknowledgement of your complaint in writing within 5 business days after receipt. This will state who is handling the complaint.
We will aim to resolve your complaint within 4 weeks of receipt, unless the matter is very complicated, such as where other organisations need to be contacted. Where this is the case, we will still let you know what action is being taken and tell you when we expect to provide you with a final response.
Our goal is to ensure that you receive a final response letter within 8 weeks of receipt of your complaint. If we are still unable to provide you with a final response at this stage, we will write to you explaining why, and advise when you can expect a final response.
What is a final response?
This letter should clarify the final position in relation to your complaint and any actions agreed going forward.
The Financial Ombudsman Service
What you should know
You may initially go direct to The Financial Ombudsman Service with your complaint, but the Ombudsman will only review your complaint at this stage with our consent. However, we are still required to follow the procedure as stated above in the Response Time section.
If more than 8 weeks from the date of your complaint has passed and you have not received a final response, you may refer your complaint to the Financial Ombudsman Service.
If you have received a final response but are dissatisfied, you have the right of referral to the Financial Ombudsman Service within 6 months of the date of the final response letter. You may refer to the Financial Ombudsman Service beyond this time limit if we have provided our consent in the final response letter.
The Financial Ombudsman Service will let you know that they have received your complaint and what the next steps will be.
Contact Details:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0300 123 9 123 or 0800 023 4567
Website: www.financial-ombudsman.org.uk
Email: Complaint.info@financial-ombudsman.org.uk
The Financial Ombudsman Service will consider your complaint impartially and we are bound by their decision.
We constantly review and analyse complaints made by our customers and strive to improve our customer service. We are pleased with the positive feedback we receive from our customers and dedication of our customer service staff.
What do I do if I can’t pay an outstanding balance?
If your policy is still active, please contact our customer service team on 01480 484 806, email us at lancastercomplaints@lancasterinsurance.co.uk or write to us at Lancaster Insurance, Lancaster House, St Ives, Cambridgeshire, PE27 4ZB. Where your policy has been cancelled, please contact our Credit Control team on 01480 484 806. We will look at this on a case-by-case basis and will endeavour to assist you.
