Help

If your claim is an emergency please call our team as soon as possible. When you call, make sure you have your policy number to hand (you’ll find this on your Validation Certificate) and your contact phone number abroad.

• Calling from the USA or Canada? +1 844 780 0639
• Calling from the rest of the world? (+44) 1403 288 414

Our emergency assistance lines are open 24 hours a day, 365 days a year.

You, or someone on your behalf, should contact us within 48 hours if you have been admitted to hospital. We need to authorise medical costs, preferably before you go ahead with any treatment.

To modify the travel dates on your Single Trip policy, you will need to access your My Staysure account. 

You can change your single trip policy start date as long as it falls within 18 months from the date you bought your policy.

• Once logged in, navigate to "My current policies" and select "amend my policy".
• Follow the on-screen instructions until you reach the "Travel Details" tab, where you will find the option to amend the start date of your trip.

If you are considering extending your Annual Multi-Trip insurance coverage, we have an exciting option for you to consider. Introducing our optional 100-Day Upgrade add-on! Available to be added via your My Staysure account)

• You can access detailed instructions in our article 'How to add the optional 100-day upgrade' 

If you need to make any modifications to your Single Trip Travel Insurance policy, it is important to do so before your original travel date. This ensures that any changes or updates to your policy can be processed and implemented in a timely manner.

Don't have a My Staysure account? No problem at all! We're here to help you get signed up for one. Just click HERE and you'll be on your way to enjoying all the amazing benefits it has to offer!

To change the destination on your policy, please log in to your My Staysure account. 

• You'll need to go to "Policies" and then click "Amend my policy".

The admin fee of £15 is not charged when making changes through My Staysure, but some destinations may require you to pay a bit extra to cover. 

For example, if you were originally travelling to Spain on a European policy, it would cost a little more to cover your travel to the USA on a Worldwide policy.

If you’d rather speak to somebody over the phone, you can call our customer service team who will be more than happy to assist.

Don't have a My Staysure account? No problem at all! We're here to help you get signed up for one. Just click HERE and you'll be on your way to enjoying all the amazing benefits it has to offer!

It’s important to let us know of any changes to your health or medical conditions, including a new diagnosis, so your policy covers you for everything you need it to before you set off.

We are unable to update medical conditions via email or chats. You can update your medical conditions by logging into your My Staysure account. It’s quick and easy to do, and you’ll avoid paying the admin fee you’d usually have to pay if you called us. 

You'll need to log on to your My Staysure account and click on 'Policies' then 'Amend My Policy' and then proceed with the on-screen instruction. (Please note: If your medical condition doesn't appear on the list then please contact our friendly customer services team)

Adding a new medical condition to your policy may cost a bit extra, but means you’re covered if you have a medical emergency while you’re away, or before you go. If you forget to tell us about any changes to your health, you may not be covered if you have a medical emergency and need to claim. (You will also be able to add medication related to your condition)

If you’re undergoing diagnosis or investigation it's important to contact us to make sure we can still cover you.