Your questions answered

We've put together answers to some of our most frequently asked questions. If your question is not here, our friendly Customer Services Team will be happy to help.

These are the most common questions about Stonebridge Insurance Personal Accident Policies

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  • Who is Stonebridge International Insurance?
    • Stonebridge International Insurance Ltd. is a financial services company, based in Maidenhead. We provide accident and sickness products to our Business Partners, to sell to their customers. We have been established in the UK for over a decade; during which time we have worked with many leading financial service and retail companies.

      Stonebridge International Insurance Ltd. is the sister company of Aegon Direct Marketing Services Europe Ltd. and part of Aegon NV; one of the world's largest life insurance and pensions companies, and serving millions of customers in over 20 countries.
  • What products/services do you provide?
    • We specialise in Accident Insurance. Our key product ranges include Accident Death Plans Accident Cash Plans, and Personal Accident Plans. These products pay in the event of accidental death, a stay in hospital following an accident or for the loss of limbs, sight or hearing in an accident.
  • Does Stonebridge International Insurance provide PPI?
    • No. Stonebridge does not provide Payment Protection Insurance (PPI). If you do hold a PPI policy please check your policy documents to confirm the insurance provider.
  • Who is Stonebridge International Insurance Ltd. regulated by?
    • Stonebridge International Insurance Ltd. is authorised by the Prudential Regulatory Authority and regulated by the Financial Conduct Authority and Prudential Regulatory AuthorityRegistered Office Braywick Gate, Braywick Road, Maidenhead, Berkshire, SL6 1DA.  Registered in England No. 3321734.  
  • How can I check my policy details and cover?
  • Can I name another beneficiary?
    • For products that pay a death benefit we normally pay to the surviving husband or wife or to your estate as beneficiary. If you wish to name someone else as beneficiary to receive the benefits payable under the policy just contact our Customer Services Team who will be happy to help you.
  • Do I get money back if I cancel my policy?
    • Your policy does not hold a surrender value. This is because your insurance is a protection product rather than an investment product. For further information please contact our Customer Services Team.
  • Can I get replacement copies of my policy documents?
    • Yes. Please contact our Customer Services Team who will be able to replace your existing policy documents. There is no charge for this service.
  • Why don’t you send out annual documentation?
    • The agreements we have with our business partners sometimes restrict us in providing regular communications. However, whilst there is no regulatory need for us to send you annual documentation, we recognise that keeping in touch with our policyholders is important, and we are currently looking at how we can change this.
  • My circumstances have changed - how do I let you know?
    • Please contact our Customer Services Team to let them know of any changes, such as contact details, policy cover, beneficiary nominations etc.
  • I wish to change my payment method – how do I do this?
    • We are able to collect your premiums by direct debit, debit or credit card, and in some cases your catalogue account. Our Customer Services Team will be happy to advise you on how to change your payment method.
  • I wish to change the date my premium is collected – how do I do this?
    • You can choose which date you pay your premiums. Simply let our Customer Services Team know your preference.
  • How do I make a claim?
    • We want your claim to be handled as quickly and efficiently as possible. If you (or your family on your behalf) need to make a claim please call our Claims Line on 0800 023 2163 Lines are open between 8.00am and 8.00pm Monday - Friday. Click here to find out more.
  • I am thinking of cancelling my policy – what do I need to do?
    • We understand that your circumstances may change and you may wish to consider cancelling your policy.  For guidance and support in making this decision please contact our Customer Service Team. We would appreciate knowing your reasons for cancelling to ensure you are making an informed decision, and to improve our products for existing and future customers
  • Can I change my cover to include family members?
    • Yes. It may be possible to change your cover and extend protection to members of your family.  Our Customer Services Team will be happy to help you.
  • How do I make a complaint?
    • Customer satisfaction is extremely important to us, so should you have any complaints we will try to resolve them quickly. Please read our Complaints Policy for further details.

Contact Us

Email: customerservices-uk@stonebridge-insurance.com

Telephone: 0808 178 3232

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