Existing Customers

Here you will be able to find some of the most useful information in relation to your policy, including renewing your policy online. We have also listed the claims processes for each insurer and have provided printable claims forms below. 

Renewing your Policy

Renewing with Equesure is simple. If you've received your renewal invite and your renewal date is more than 3 days away and you don’t want to make any changes you can use our online renewals portal by clicking the link below. Alternatively, if you wish to discuss your renewal, makes changes or renewal is due within 3 days please call us on 01480 220089 during our normal opening hours.  

Renew your Policy

Contact & Opening Times

Monday – Friday: 08:30 – 18:00
Saturday: 09:00 – 13:00
Sunday: Closed
Bank Holidays: Closed

Tel:
01480 220089
Email:
contactus@equesure.co.uk
Our Breakdown provider:

Policies Starting Before 6th June 2024

ERS Breakdown
0800 243 783 / 01277 720718

Policies Starting 28th June 2024 Onwards

RAC
0330 159 8581

Equesure Insurance Services
Lancaster House
Meadow Lane
St Ives
Cambridgeshire
PE27 4ZB

Direct Debit Auto Renewal Form

If you currently pay by Direct Debit and you wish to opt in or out of having your policy automatically renew via Direct Debit, please complete this form, or call 01480 220 089.

Making 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 220089.

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.

At Equesure Insurance Services we are dedicated to delivering a first class level of service for all customers. We welcome any comments on the services we provide – in the form of both compliments and complaints. 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. This can be done either by telephoning us or dropping us a line by email or by letter if you prefer.

 

Contact:

Email: Contactus@equesure.co.uk

Address: Equesure Insurance Services, Lancaster House, Meadow Lane, St Ives, Cambs PE27 4ZB

 

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 220089 or email us at contactus@equesure.co.uk Where your policy has been cancelled, please contact our Credit Control team on 01384 429897. We will look at this on a case-by-case basis and will endeavour to assist you.

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