Making a claim
We’re here to help make your claim journey as easy and stress-free as possible.
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.
Your frequently asked questions
I’ve submitted a claim. When can I expect a response?
We’re dealing with a significant increase in claims right now. You can expect to hear from us within 5 working days of submitting your claim. 95% of our claims have a decision made within 5 working days.^
What information do I need to make a claim?
Before making a claim, please check that you have the following information ready:
- Your travel insurance policy number (you’ll find this on your Validation Certificate)
- Digital copies/photos of receipts or other documents to support your claim
For cancellation claims you’ll need copies of:
- Your booking invoice
- Your cancellation invoice
- A copy of your positive COVID-19 test result, if your claim is COVID-19 related
Can I make a claim if my flight was cancelled?
If your flight has been cancelled, you’ll first need to contact the airline, tour operator or travel agent you booked your flights with to claim a refund.
If you’re 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.
If your travel provider/airline/credit company can’t offer you a refund, submit your travel insurance claim below.
How many claims have you paid out?
Between January and December 2022, we settled over 44,000 claims and paid out over £53 million.*
^As provided by our underwriter, May 2023.
*January-December 2022. As provided by our underwriter.