Meet the team: Putting a face to the Club’s Claims and Complaints team
Whilst claims handling is provided by your Insurer, the Caravan and Motorhome Club consistently reviews your feedback to share vital advice in our Safety and Security newsletters and continually looks to improve your service.
To help you get to know the people working behind the scenes, we sat down with two key members of the Club’s dedicated team.
Dedicated experts at your service
Natalie O’Mara – Claims and Complaints Controller
Natalie manages the relationship with Crawford and Company, our caravan cover claims handling provider, and is also responsible for managing member complaints. Her primary focus is to ensure that every member receives a fair, transparent, and efficient service by carefully reviewing claims and addressing any concerns raised.
Sally-Ann Pothecary – Senior Claims and Complaints Handler
A true veteran of the Club with over 19 years of experience, Sally-Anne manages accidents and incidents that occur on our Club sites. She meticulously reviews claims to ensure fair outcomes and takes the lead on actioning customer satisfaction results and complaints.
How we manage complaints
We want to ensure your concerns are heard by the right people as quickly as possible. To remain efficient, we route complaints based on their specific nature:
Motorhome, Campervan, Car, and Home Insurance
If your concerns are regarding the sales process, premiums, charges, your interactions with Devitt, or how a claim is being handled, please contact Devitt Insurance Services directly:
- Phone: 0345 300 4290
- From Overseas: +44 1708 385 541
- Email: contactus@devittinsurance.com
- Post: Complaints Department, Devitt Insurance Services Limited, North House, St Edwards Way, Romford, RM1 3PP
Please note: As the regulated broker of the policy, Devitt will address complaints about your dealings with them directly. If your complaint relates to a claim, Devitt will pass it to your specific insurer, who will contact you directly as the regulated entity responsible.
For Club promotion and marketing enquiries: If your complaint relates to the Club’s use of Devitt, MAYDAY UK/EUROPEAN, or Red Pennant—or how the Club has promoted insurance via marketing or the Club website—please contact the Club directly:
- Phone: 01342 318813
- Email: externalproducts@camc.com
Caravan Cover
- Claims-related complaints: If your feedback concerns the handling or decision of an active or past claim, it is managed directly by Crawford and Company. They can be reached on 01908 892 318 or via email at caravanclaims@crawco.co.uk.
- Product complaints: If your concern relates to the product itself (including advertising) or the Club’s service, Natalie or Sally-Anne will personally investigate and resolve the matter. They can be contacted at escalations@camc.com
Bikmo (cycle insurance)
If your concerns involve the sales process, premiums, charges, or how a cycle claim was handled, please contact Bikmo:
- Phone: 01244 470 337
- Email: complaints@bikmo.com
Product complaints: For concerns regarding the insurance product itself, advertising, or general Club service, Natalie or Sally-Anne will personally investigate. Contact them at escalations@camc.com.
Mayday UK / European
Should you have a complaint regarding the sales process, how MAYDAY/Green Flag have interacted with you, premiums, charges, or how a breakdown is/was handled, please contact Green Flag on: 0800 051 5318
If you would prefer to put your complaint in writing, please send it to:
Customer Relations Manager
PO Box 882 Surrey Street
Norwich
NR7 7EX
If you have a complaint about the Club’s use of Green Flag, or how the Club has promoted MAYDAY via its marketing or on the Club website, you can contact the Club directly:
Phone: 01342 318813
Email: externalproducts@camc.com
Or you can write to:
Insurance & Financial Services Complaints
Caravan and Motorhome Club
East Grinstead House
East Grinstead, West Sussex RH19 1UA
Why the personal touch matters
The Caravan and Motorhome Club team is deeply rooted in the touring lifestyle. We understand the unique nuances of caravan and motorhome ownership, from the technical requirements of specialist repairs to the deep emotional value of your "home away from home."
With experts like Natalie and Sally-Anne leading the way, we ensure our service remains trusted, helpful, and professional, reflecting the core values that have defined the Club for over a century.