Frequently Asked Questions

We are sorry that you are not satisfied with your Motor Insurance or that our service has not lived up to your expectation. To make a complaint please select one of the following options below:

If your complaint is about the service provided by Mercedes-Benz Insurance.

Please call 0345 600 2180

Email: insurance.enquiries@daimler.com

Or, write to us at:

Mercedes-Benz Insurance
Delaware Drive
Tongwell,
Milton Keynes,
MK15 8BA.

If your complaint is about a claim or the services provided during the claim process.

Please contact the Complaints Manager for the insurer using the contact details for the insurer provided in your document pack. If you are unsure of the insurers details please contact

Mercedes-Benz Insurance on 0345 600 2180

Our opening hours are 8:30am - 6:00pm Monday to Friday, 9:00am - 2:00pm Saturdays.

If your complaint is about the Legal Assistance Service provided by Auxillis Limited.

Please call 0800 953 7122

Email: quality@auxillis.com

Or, write to them at:
Quality & Support Department
Auxillis Limited
Redmond House
Fern Court
Bracken Hill Business Park
Peterlee
Co Durham
SR8 2RR

For online Dispute Resolutions click here

Making a complaint about how the Product was sold

Please contact the Retailer that sold you the policy.

Making a complaint about Mercedes-Benz Minor Damage Insurance

Please contact AutoProtect on 01279 456 500, Open 9.00am – 5.00pm Monday to Friday, and Saturday 9.00am – 12.00pm.

Alternatively you can email them on customersupport@autoprotect.co.uk. Or you can also write to them at:

AutoProtect (MBI) Limited
Warwick House
Roydon Road
Harlow
Essex
CM19 5DY

Within five working days, AutoProtect or your Retailer will confirm that they have received your complaint and will do their best to resolve the problem within four weeks if they are unable to do so, they will let you know when you can expect an answer. If they have not resolved the problem within eight weeks – or if you are dissatisfied with their final response – they will give you information about referring your complaint to the Financial Ombudsman Service (if this applies to you).

www.financial-ombudsman.org.uk

Making a complaint about how the product was sold

Please contact the Retailer that sold you the policy.

Making a complaint regarding Mercedes-Benz Alloy Wheel Insurance

Please contact AutoProtect on 01279456 500, Open 9.00am-5.00pm Monday to Friday, and Saturday 9.00-12.00pm.

Alternatively you can email them on customersupport@autoprotect.co.uk. Or you can also write to them at:

AutoProtect (MBI) Limited
Warwick House
Roydon Road
Harlow
Essex
CM19 5DY

Within five working days, AutoProtect or your Retailer will confirm that they have received your complaint and will do their best to resolve the problem within four weeks if they are unable to do so, they will let you know when you can expect an answer. If they have not resolved the problem within eight weeks-or if you are dissatisfied with their final response-they will give you information about referring your complaint to the Financial Ombudsman Service (If this applies to you).

www.financial-ombudsman.org.uk

Making a complaint about how the product was sold

Please contact the Retailer that sold you the policy.

Making a complaint regarding Mercedes-Benz Tyre and Alloy Insurance.

Please contact AutoProtect on 01279456 500, Open 9.00am-5.00pm Monday to Friday, and Saturday 9.00-12.00pm.

Alternatively you can email them on customersupport@autoprotect.co.uk. Or you can also write to them at:

AutoProtect (MBI) Limited
Warwick House
Roydon Road
Harlow
Essex
CM19 5DY

Within five working days, AutoProtect or your Retailer will confirm that they have received your complaint and will do their best to resolve the problem within four weeks if they are unable to do so, they will let you know when you can expect an answer. If they have not resolved the problem within eight weeks-or if you are dissatisfied with their final response-they will give you information about referring your complaint to the Financial Ombudsman Service (If this applies to you).

www.financial-ombudsman.org.uk

Making a complaint about how the Product was sold

Please contact the Retailer that sold you the policy.

Making a complaint regarding Mercedes-Benz GAP Insurance

Please Contact MAPFRE Assistance (Policies sold between 2008 and March 2014)

Finance GAP Insurance and Invoice GAP Insurance are both underwritten by MAPFRE Asistenica, please contact them by calling 0330 400 1663, open 9.00am - 5:30pm Monday to Friday. Alternatively you can write to them at:

Abraxas Insurance Administration Services Limited.
One Victoria Street
Bristol Bridge
Bristol
BS1 6AA

Within five working days, they will confirm that they have received your complaint and will do their best to resolve the problem within four weeks. If they are unable to do so, they will let you know when you can expect an answer. If they have not resolved the problem within eight weeks - or if you are dissatisfied with their final response - they will give you information about referring your complaint to the Financial Ombudsman Service (if this applies to you).

www.financial-ombudsman.org.uk

Making a complaint about how the Product was sold

Please contact the Retailer that sold you the policy.

Making a complaint regarding Mercedes-Benz GAP Insurance

Making a complaint regarding Mercedes-Benz GAP Insurance Please contact AutoProtect (Policies sold after March 2014) on 01279 456 500, Open 9:00am - 5:00pm Monday to Friday and Saturday 9:00am - 12:00pm. Alternatively, you can email them on customersupport@autoprotect.co.uk. Or you can also write to them at:

AutoProtect (MBI) Limited
Warwick House
Roydon Road
Harlow
Essex
CM19 5DY

Within five working days, they will confirm that they have received your complaint and will do their best to resolve the problem within four weeks. If they have not resolved the problem within eight weeks - or if you are dissatisfied with their final response - they will give you information about referring your complaint to the Financial Ombudsman Service (if this applies to you).

www.financial-ombudsman.org.uk