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. Please refer to the ‘how to send us your claim’ section below for what to do next.
How to send us your claim
If you need to submit a claim, you don’t need to call us – just follow the step-by-step guidance below.
- Have you contacted your travel provider, airline or medical professional?
If you’re submitting a cancellation claim because your flight or holiday has been cancelled by your airline or travel company, make sure you ask them or your credit card provider to get a refund first. We’ll ask for evidence of this – and we can’t review your claim without it.
- Download and complete a claim form.
Download a claim form from the list below. The forms are editable, so you don’t need to print it off.
- Attach all supporting documentation as necessary.
Please refer to the covering letter of the claims form for a list of what we need in order to review your claim.
- Send your claim form to us at firstname.lastname@example.org.
Please note: Keep the total file size of each email under 10MB (including any attachments). We can’t accept any files stored on cloud services or third-party portals.
- We’ll then process your claim.
We’re much busier than usual. If you don’t hear back from us right away – please don’t worry, we promise we won’t have forgotten about you.
Download a claim form
You'll need to have Adobe Reader Link opens in a new window to see these.
- Baggage delay, baggage & money Link opens in a new window (PDF, 776KB)
- Cancellation Link opens in a new window (PDF, 784KB)
- Cutting short your trip Link opens in a new window (PDF, 716KB)
- Overseas medical expenses Link opens in a new window (PDF, 769KB)
- Travel delay Link opens in a new window (PDF, 695KB)
- Winter sports Link opens in a new window (PDF, 664KB)
- All other claims Link opens in a new window (PDF, 635KB)
Can't find what you're looking for?
Live chat is the fastest and simplest way to get the answers you're looking for.
We're here from 7am to 10pm, Monday to Friday.
If you need to speak to someone
|Reason||Phone number||Information and opening hours|
|Servicing and general enquiries||0330 400 1249||We're here from 9am to 5pm Monday to Friday, including Bank Holidays|
|Speak to someone about a claim||0330 400 1265||We're here from 9am to 5pm Monday to Friday|
|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.|