Roam was the travel insurance brand offered by Thomas Cook, which was recently liquidated in September 2019.
Its policies are underwritten by an Irish insurance company called White Horse Insurance. For customers with active Roam policies, White Horse continues to operate as normal despite the recent compulsory liquidation of the Thomas Cook Group. White Horse operates independently from the Thomas Cook Group and is regulated by the Central Bank of Ireland. White Horse was established in 1999 and is based in Shannon.
Because the insurer is based in Ireland, you won't have recourse to the UK Financial Ombudsman Service if you want to escalate a complaint against it.
An industry average has been used for its complaints score, as the data does not show up in the Irish Financial Ombudsman, and it didn't provide this data directly.
Please note: Roam is no longer offering policies to new customers following the liquidation of Thomas Cook.