How do I contact you?
You can contact us via telephone, live chat and email. All the details you need are on our Contact Us page.
What are your opening hours?
Our customer service team is available Monday to Friday from 09:00 until 17:00. You can get in touch here.
Can I get a quote online?
Yes, of course. It's a simple step-by-step process that takes just a few minutes. Get started here.
Can I get cover if I am already abroad?
We can only provide cover if you have not yet departed the UK. However we work with a number of specialist partners who should be able to help you. Find out more.
Can I get cover for a one-way trip?
We can only cover full trips that depart from and return to the UK. However we work with a number of specialist partners who should be able to help you. Find out more.
Can I make changes to my policy?
Yes! We will happily look to make any necessary adjustments to your policy, whether it be the dates, destination or cover limits. Please call our customer service team on 0345 90 80 121.
How do I get a copy of my travel insurance documents?
Your documents should be automatically emailed to you, within a few minutes of your purchase. If this is not the case then please go to our Contact Us page, where you can request for your documents to be resent. We always recommend you check your junk folder before calling us.
Am I covered for sports and activities?
Our policies include complimentary cover for more than 150 sports and activities as standard. To find out more, visit this page.
Do you cover winter sports?
Absolutely! Our winter sports extension covers skiing, snowboarding and more - and includes protection for your equipment, off-piste runs and piste closure. Just add our winter sports extension when getting your quote – available for single trips of up to 31 days duration. If you have an Annual Multi-Trip policy the winter sports extension will provide you with winter sports cover for up to a maximum of 17 days per year. You can find out more here.
What is an excess?
An excess is your contribution in the event of a claim, which under the Travel Insurance 4 Medical policy is between £70 and £100 per person per claim under most sections of the policy. If you would like further information please call our customer service team on 0345 90 80 121.
Am I covered to go on a cruise?
To be covered for a cruise holiday you must add the cruise extension to your policy. This option will be offered to you during the quote process.
What do you class as a cruise?
We define a cruise as a trip involving a sea voyage of more than 3 days in total duration, where transportation and accommodation is primarily on an ocean going passenger ship.
Do you offer all policy types to all destinations?
Yes, we offer a range of policies that are available for travel to anywhere in the world, as long as the Foreign, Commonwealth & Development Office (FCDO) isn't advising against visiting said country/region. Our range of policies gives you the flexibility to choose a policy that suits your plans as well as your budget. You can find the FCDO's latest advice for the country you are visiting here.
What choices do I have when selecting a policy?
Our policies are built around flexibility. We offer three main types of policy based on your budget and the way you like to travel. You can choose between single trip and annual multi trip policies. The cheapest option is our Economy Extra policy, ranging up to our Superior policy which gives the highest level of cover for extra baggage, cancellation and medical cover up to £10 million as well as lots of other benefits. All of our policies have optional extras that allow you to travel your way. We also offer three policies especially designed to cover backpacking and longer trips abroad.
Do you cover business travellers?
We don't distinguish between business and leisure. If you buy annual travel insurance, for example, you will be covered to travel for business, for pleasure, on your own or with the family. You can also extend the policy to include winter sports like snowboarding and skiing.
Am I covered if I want to work abroad?
Our policies do not cover any claim caused by you undertaking manual work during the period of your trip. Manual work is defined as any work that is physical, including, but not limited to construction, installation, assembly and building work. Including working with domestic or wild animals. Humanitarian, carer or work in any medical capacity. This does not include bar and restaurant staff, non-professional musicians, singers and fruit or vegetable pickers.
How do I make a claim?
All the details you need for making a successful claim are on this page.
Who do I contact if I need medical assistance abroad?
We are here to help you. Should you be admitted to hospital or require any ongoing outpatient treatment you will need to contact the Medical Emergency Service. All the information you need is on this page.
Is my mobile phone covered by the policy?
Not automatically. However we offer a mobile phone and gadget extension, which is easy to add to your policy and should provide the cover you need. Please call our customer services team on 0345 90 80 121 to find out more.
Are my gadgets covered?
Our policies don't automatically cover gadgets like tablets, laptops and mobile phones. However we do offer a gadget extension, which is easy to add to your policy and should provide all the cover you need. Please call our customer service team on 0345 90 80 121 to find out more.
What is the maximum sum covered for cancellation expenses?
Our Superior travel insurance policy offers up to £5,000 cancellation for each insured person as standard. Call us on 0345 90 80 121 to find out more.
Do you cover non-UK residents?
Unfortunately we are not able to provide cover for non-UK residents. However we work with specialist partners who may be able to help you. You can find out more on this page.
Is repatriation covered?
Yes, repatriation is covered under the Emergency Medical Expenses section of our policies where deemed necessary and approved in advance by the Medical Emergency Service.
