Travel insurance existing customers

Renew your travel insurance policy, make a claim or make changes

What would you like to do?

Need to make a claim?

We'll always aim to make your travel insurance claim as quick and easy as possible

24-hour medical emergency claim and helpline

You must call this line: 

  • If you think you need to cut your trip short
  • Before going to a hospital
  • If you need medical treatment that may cost more than £500

If you're unable to call because you’re getting emergency treatment, you must call as soon as you can.

From abroad:+44 1243 621 537
Lines open 24 hours, 7 days a week
Calls will be recorded.

If you're in Europe and need emergency services rapid assistance, dial 112 (this is like using 999).

Our 24 hour emergency medical assistance line is available 365 days of the year and is provided by CEGA Group Services Limited.

For all other travel claims

Claim considerations before you call

When you call, you'll need to have:

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

    We may need more information later, such as:
  • Details of other insurance you have that may cover the same loss, like home insurance, private medical cover and packaged bank accounts
  • Original receipts and accounts for all out of pocket expenses, bills or invoices you've had to pay
Lines open:

Mon-Fri 8am-6pm

Saturday 8am-4pm

Sunday and Bank Holidays Closed
Calls will be recorded. For Text Phone, dial 18001 followed by the phone number.

Important information

Here's what you need to know about booking a trip during COVID-19

Your travel insurance provides cover for costs you're not entitled to recover elsewhere if an unexpected illness or other event means you need to cancel your trip.

Your travel policy includes cancellation cover if you're personally affected by COVID-19, such as testing positive shortly before your trip.

There's no cover for cancellation due to COVID-19 related travel disruption that occurs after you've booked your trip. For example: 

  • The FCDO changes its advice about your destination due to COVID-19
  • Your destination closes its borders 

Here are some ways you can recover your costs if COVID-19 travel disruption affects your trip:

  • You're entitled to a refund or alternative holiday if your holiday package is ABTA or ATOL protected
  • You can also expect a refund from your airline if it operates under CAA regulations
  • In some cases your credit card company may provide protection under section 75 of the Consumer Credit Act for bookings over £100 where a service has been cancelled. If you have an eligible claim against your card provider you'll be entitled to a full refund with no excess to pay


For more information on how to make a claim, take a look at our 'make a claim' section below.

To find out what coronavirus cover you have on your existing policy, visit our COVID-19 hub.


For information about the latest news relating to your travel insurance, read our hot topics FAQs.

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