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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

Registering a new claim

To register a new claim, please log in to the customer portal to start your claim.

Or you can contact the claims team on +44 (0) 1403 788 701 between 9am – 5pm Monday to Friday.

Existing claims

You will also be able to track the progress of your claim through the portal. Or if you’re unable to use the portal, you can call +44 (0) 1403 788701 between 9am – 5pm Monday to Friday or email claims@ergo-ias.co.uk.

If you raised your claim before 20th May 2025 then you can contact the CSA claims team on +44 (0) 1403 788701 between 9am – 5pm Monday to Friday, or email VirginMoney@csal.co.uk.


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