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Contact & help
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Making a claim on your travel insurance

All the details you need in one place

24-hour medical emergency claim and helpline

Need a hand? We're here to help. Our 24-hour emergency medical assistance line is available 365 days a year. 

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.

Call us on the number below to talk us through what's happened

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

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

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

To make a claim, please call:

Lines open:

8am - 8pm Monday to Friday,

8am - 4pm Saturday


Read our claim guide on what you can and can't claim for 


Our claims process

What happens once you've made a claim?

Once you've called us to make a claim, we can get to work

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We'll give you regular updates on what's going on

We aim to settle claims quickly and efficiently, even in the most difficult circumstances

  • We make the process quick and hassle free
  • We organise all repatriation and payments

Everything you need to know about our claims process

Policy documents

Grab a cuppa and have a read of our policy documents

You can get this and other documents from us in Braille, large print or audio by contacting us