Frequently asked questions
Simply click on a question to jump to the answer or browse the FAQs by scrolling down the page.
- What cover can we provide?
- Who are our products designed for?
- How do I pay for the insurance policy?
- What is Insurance Premium Tax?
- What is an excess when talking about this insurance?
- When does the insurance policy and cover start?
- How will I receive my insurance policy documents?
- How does the insurance renewals process work?
- What if I want to cancel or amend my insurance policy?
- What do I do if my employment/salary/licences/need for cover changes or I finish my training course whilst I’m on cover?
- How do I make a claim on my insurance?
- How do I make a complaint?
What cover can we provide?
We can provide you with loss of licence insurance if you are a commercial pilot with a current commercial licence who is gainfully employed as a commercial pilot and actively at work.
We can provide you with loss of training expenses insurance if you are training to be a commercial pilot at an approved training facility. The PPL element of your licence is covered under our loss of training expenses insurance if it is part of your commercial pilot training.
To prevent over-insurance, we may limit the sum insured we offer you depending on your salary or if you have loss of licence or loss of training insurance already in place through another provider.
As we underwrite on behalf of Beazley Furlonge Ltd, Managing Agent of Syndicate 3623 at Lloyd’s, we can offer cover to pilots who are permanent residents of countries where Lloyd’s is licensed to underwrite direct insurance as well as meeting the needs of pilots resident in the UK and EEA. Online quotations are available on this portal for trainees and pilots resident in the UK & EEA. If you are based in the rest of the world, please email firstname.lastname@example.org or call 0330 660 0734 for a quotation.
Who are our products designed for?
For our loss of licence insurance, we can cover any individual commercial fixed or rotary wing pilots, including flight instructors, who hold a current licence, are gainfully employed and actively working.
For our loss of training expenses insurance, we can cover any individual trainee pilots who are training for a commercial pilot licence.
Online quotations are available on this portal for trainees and pilots resident in the UK & EEA. If you are based in the rest of the world, please email email@example.com or call 0330 660 0734 for a quotation.
How do I pay for the insurance policy?
You can pay your annual insurance premium using MasterCard, Debit MasterCard, Visa, Visa Debit, and Maestro.
What is Insurance Premium Tax?
Insurance Premium Tax is an additional tax on general insurance premiums. While you pay VAT on regular goods, Insurance Premium Tax is paid on insurance. The premium quote you receive includes Insurance Premium Tax applicable for your country of residence and is indicated on the quote screen.
Please note that in certain countries there is no Insurance Premium Tax that we must charge you, but there may be local taxes that you are responsible for.
What is an excess when talking about insurance?
An excess is the period starting from the date of notification of us of a bodily injury or illness until the expiry of the number of days stated in the policy documents. No benefit is payable in respect of the excess period.
When does the insurance policy and cover start?
The policy will begin on the day of purchase or the nominated future start date of your choice and cover will continue for 12 months or until the policy is cancelled.
How will I receive my insurance policy documents?
Your policy documents will be emailed to you immediately after you have completed your online purchase. If you do not receive your policy documents please email us at firstname.lastname@example.org or call +44 (0)330 660 0734 in the UK.
How does the insurance renewals process work?
We will contact you a few weeks before your renewal date with a renewal quote. We will ask about any changes to your licences, training and/or employment and provide you with your renewal quote and documents that may have changes to premium, sum insured and other details.
If your situation changes during the course of the policy, please let us know.
What if I want to cancel or amend my insurance policy?
In the event that you change your mind you have 14 days to cancel the policy and, providing that no claims have been made, receive a full refund. After that period you can cancel your policy by giving 30 days notice.
If you need to amend or cancel your policy, please email us at email@example.com or call +44(0) 330 660 0734.
What do I do if my employment, salary, licences or need for cover changes or I finish my training course whilst I’m on cover?
We can accommodate mid-term adjustments to your policy. Please email us at firstname.lastname@example.org or call +44 (0) 330 660 0734.
How do I make a claim on my insurance?
Please visit our dedicated 'Claims' page for more information.
How do I make a complaint?
We pride ourselves on providing a first class, reliable and efficient service to all of our customers.
Complaints are a key to monitoring our service and wherever possible
we seek to take action to prevent recurrence of a problem.
If you wish to make a complaint, please contact us.
Our contact details are:
The Managing Director
Millstream Underwriting Limited
52 – 56, Leadenhall Street
London EC3A 2EB
Telephone: +44 (0) 330 660 0734 (calls to this number within the United Kingdom are free on mobile
phones and landlines
If you are residing in the UK and you remain dissatisfied after we have considered your complaint
You may also be able to refer your complaint to the Financial Ombudsman Service without affecting
your legal rights. The address is:
The Financial Ombudsman Service
London E14 9SR
Telephone: 0800 023 4567 (calls to this number within the United Kingdom are free on
mobile phones and landlines)
0300 123 9123 (calls to this number within the United Kingdom cost no more than 01 and 02 numbers)
+44 20 7964 1000 from outside the United Kingdom.
If you are resident in the EU and you remain dissatisfied after the internal dispute resolution process,
you may have the right to refer your complaint to the Financial Services and Pensions Onbudsman.
The address is:
Financial Services and Pensions Ombudsman
Dublin DO2 VH29
Telephone: +353 1 567 7000
You can access a consumer leaflet or complaint form in alternative languages by visiting
The Financial Onbudsman Service is an independent service in the United Kingdom
for settling disputes between consumers and businesses providing financial services
You can find more information on the Financial Ombudsman Service at
if you have purchased your policy online you can also make a complaint via the EU's online dispute resolution (ODR) platform. The website for the ODR platform is:
In any communication, please quote the policy number shown in the schedule
Can’t find the information you’re looking for?
Monday to Friday
GMT/BST 09:00 to 17:00
UK: +44(0) 330 660 0734