Please keep in mind that we’re experiencing a large volume of calls at the moment. We appreciate your patience.
Our 24-hour medical emergency helpline remains open but should only be used if you suffer a medical emergency when abroad.
How many claims have you paid out?
Between 1st December 2023 and 30th November 2024, we settled over 13,000 claims and paid out over £27 million.
How long does it take for a claims decision?
99% of claims have a decision within 5 working days once all relevant documents have been received.
What if my flight gets cancelled?
Airlines are cancelling flights due to staffing issues and delays at airports, causing travel disruption for our customers.
If your flight has been cancelled you should first speak to your airline or travel provider to claim compensation. They’re responsible for offering you a refund if your flight is cancelled.
Failing that, if you paid with a credit card you may be able to submit a ‘chargeback claim’ to your credit card company.
Speak to our claims team if your travel provider/airline/credit card company can’t offer you a refund.
Can I claim on my travel insurance for COVID-19?
If your holiday has been affected by COVID-19, we’ll always try our best to put things right.
We understand that COVID-19 has massively impacted travel, which can feel overwhelming. While we can’t promise everything will be fixed, we’ll always try our best to help.
Before contacting us, take a look at how we can help if your trip has been affected by COVID-19.
Make sure you have the following to hand to make your claim…
Before you contact us, you’ll need to have the following to hand to help you submit your claim:
- Your Validation Certificate so you have your policy number to hand.
- Any documents, like receipts, to support the claim you’re making.
How to retrieve a claim
The quickest way to discuss your claim is to call us on +44 1403 288 122
This line is open Monday – Friday 9am – 5pm.
How to make a claim
If you need emergency assistance:
Call +1 833 251 8487 if you are calling from the USA or Canada.
Call +1 819 780 0639 if you are calling from Mexico.
Call +44 1403 288 123 if you are calling from anywhere else in the world.
Call +44 1403 288 121 if you are on a cruise.
Our emergency assistance lines are open 24 hours a day, 365 days a year.
If your claim is not an emergency:
Call +44 1403 288 122 or email [email protected] with a brief description of your claim.
This line is open Monday – Friday 9am – 5pm.
Remember to have your policy details ready so we can help you.
You can also make a claim using the claim forms below:
You’ll need to fill out a form for each area you would like to make a claim for. If you would like us to send you a form through the post, please call 01403 288 122.