Need help? Find out more about our Covid Cover, how to update your policy online & the latest travel updates in our Covid Help Centre

Making a claim

We’re here to help make your claim journey as easy and stress-free as possible.

We’re dealing with a lot more requests from people that need our help. We don’t think claims should be rushed, so we deal with each with the same care and attention they deserve. We appreciate your patience as we continue to help as many people as we can.

Has your flight been cancelled?

If your flight has been cancelled, you’ll need to contact the airline, tour operator or travel agent you booked your flights with to claim a refund. 

If you are unsuccessful with your claim, and you paid by credit card, you may be able to retrieve lost costs from your credit card company. Speak to them about making a chargeback claim. 

Speak to our claims team if your travel provider/airline/credit card company can’t offer you a refund. 

Can I claim for COVID-19 on my travel insurance?

If your holiday has been affected by COVID-19 then we’ll do everything we can to help.

Before you submit a claim, take a look at how we can help if your trip is affected by COVID-19 if you have an existing policy. This will help to explain what you can claim for. You can also find this information in your policy booklet. Where your cover can’t help, we might be able to offer help to move your cover to new dates.

Before you claim…

Before you contact us, you’ll need to have the following to hand to help you submit your claim:

  • Your Validation Certificate so you have your policy number to hand.
  • Any receipts or other documents to support the claim you’re making.
  • If you’re claiming for COVID-19 cancellations, you’ll need a copy of the positive test result.

Retrieve claim