Before you do anything
If you’re submitting a claim where your trip or part of your trip has been cancelled by your airline or travel company, please contact your airline, travel company or credit card provider for a refund first.
That’s because travel insurance only covers costs that you’re unable to get refunded. Plus you’ll likely be responsible for an excess if you claim through your travel insurance. We’ll ask for evidence that you have contacted your airline, travel company or card provider when you send us your claim – so please don’t submit your claim without it.
If you’ve already contacted your airline, travel company or credit card provider and you’re waiting to hear back from them – please be patient. We won’t be able to review your claim until you’ve got a final answer from them.
If you’re submitting a claim where you need to cancel or cut short your trip due to illness or accident, then we’ll need to see evidence from a medical professional detailing the circumstances that prevented you from travelling.
Submitting all the required supporting evidence with your claim form will help us to process your claim more quickly and avoid delays.
How to send us your claim
If you bought Travel Insurance on or after 16th March 2022
Registering a new claim
To register a new claim, please log in to the customer portal and select the option to make a new claim.
Existing claims
If you have an existing claim, you can manage this using the customer portal.
Unable to use the customer portal?
Don’t worry, you can still contact us on +44 (0) 1403 788 701, we're here from 9am - 5pm Monday to Friday, or email us on VirginMoney@csal.co.uk.
If you’re phoning about an existing claim, please have your claim number to hand to enable us to locate your claim more quickly.
If you bought Travel Insurance before 31st December 2021
Registering a new claim
Travel Claims Services no longer manages new claims on behalf of MAPFRE Asistencia.
Charles Taylor is the claims administrator appointed by MAPFRE Asistencia to manage new claims on its behalf.
To register a new claim, please call 0330 400 1265 and select the option to make a new claim. Their contact centre will guide you through the process.
Existing claims with Travel Claims Services
If you have an existing claim for which you have been given a claim number by Travel Claims Services, don’t worry, you can still contact us on 0330 400 1265.
Please have your claim number to hand to enable us to locate your claim more quickly.
| Number | Cost |
|---|---|
| 03 numbers | Same as calls to 01 or 02 numbers and they are included in inclusive minutes and discount schemes in the same way. |
| 084 numbers | Maximum of 7p per minute, plus your phone company's access charge. |
| 087 numbers | Maximum of 13p per minute, plus your phone company's access charge. |
| 0800 numbers | Free from UK landlines and personal mobile phones. |