Travel insurance existing customers

Here are some things to know before you claim:

Claim considerations

How the claims process works

Before you make a claim please have details of:

• Your dates and times of travel
• The amount you're claiming for

We may also need more information later - things like:

• Details of other insurance you have that may cover the same loss
• Original receipts and accounts for all out of pocket expenses, bills or invoices you've had to pay

Claim online: 

Visit our travel claims hub to make a claim quickly and easily online. Our travel claims hub is open 24/7 and available wherever you are in the world.

Or call us: 

Prefer to call? No problem: 0330 678 6225

Lines open 

Mon-Fri 8am-6pm

Saturday 8am-4pm

Sunday and Bank Holidays Closed

For Text Phone first dial 18001

Calls may be recorded

 01243 621 537

Lines open 24 hours, 7 days a week

For Text Phone first dial 18001

Calls may be recorded

From abroad: +44 1243 621 537

You can get these and other documents from us in braille, large print or audio by sending us an email.

Travel insurance policy document (PDF 606 KB)

Travel insurance product information document (PDF 88KB)

How we use your personal information

Travel Essential activities document (PDF 55KB)

Travel Premier activities document (PDF 65KB)

You can also request your policy documents online.

Or call us on:

 0330 678 6222

Mon to Fri  8am - 8pm
Sat and bank holidays 9am - 5pm
Sun 10am - 4pm

For Text Phone first dial 18001

Calls may be recorded

Manage your travel insurance policy using our online forms

Change the name on your policy

Change the address on your policy

Change the email address and telephone number on your policy

Manage marketing preferences

Request documents

Fill out this form to arrange a call back

Have another question? Email us here.

Need to change anything else?

That's what we're here for. If there's anything else you need to change, just call us on the number below.

 0330 678 6222

Mon to Fri 8am - 8pm

Sat and bank holidays 9am - 5pm

Sun 10am - 4pm

For Text Phone first dial 18001

Calls may be recorded

About three weeks before the renewal date of your travel insurance policy, we'll send you a handy pack with all the details on how to renew your policy.

The pack will include a schedule summarising:

• The cover and price of your policy
• Any changes to the cover, including any medical conditions you've told us about
• Details of any optional extras you've chosen

Check this carefully as we'll base your renewal offer on this information.

More information about renewing your travel insurance

To renew, call us on:

 0330 678 6222

Mon to Fri 8am - 8pm

Sat and bank holidays 9am - 5pm

Sun 10am  - 4pm

For Text Phone first dial 18001

Calls may be recorded

Looking to cancel your automatic renewal?

 0330 678 6222

Mon to Fri 8am - 8pm

Sat and bank holidays 9am - 5pm

Sun 10am  - 4pm

For Text Phone first dial 18001

Calls may be recorded

To cancel your travel insurance policy, give us a call: 0330 678 6222

Up to 14 days after you receive your documents:

For single trip policies (cover period 28 days or less):

• No refund of premium will be given.

For policies with a cover period of more than 28 days:

• At the start of your insurance, when you receive your documents, you have 14 days to check if you’re happy with the policy.
• If the cover doesn’t meet your needs, you can cancel by telling us and we’ll refund all the money you’ve paid within 30 days of your cancellation request.
• If you’ve made a claim, you must pay back any money paid to you in settlement of the claim within 30 days.

More than 14 days after you receive your documents:

• After the initial 14-day period, we won’t refund any premium, even if you’ve not travelled or made a claim.

Lines are open:

Mon to Fri 8am - 8pm
Sat and bank holidays 9am - 5pm
Sun 10am - 4pm

For Text Phone first dial 18001
Calls may be recorded.