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Insurance Help & Support

What can we help you with today?


I would like to book a new policy

Important information:


I would like to renew my travel insurance policy

You will receive an email 28 and 10 days before the expiry date of your policy, informing you that your travel insurance policy is about to expire. This email will outline how to renew your travel insurance for another year.

If you do not receive an email, please contact us via live chat, ensuring you have your policy details and booking number to hand, and we'll talk you through the renewal process. Alternatively, you can call us on 0800 083 8741.


I have a policy I need to cancel

Choose one of our two options:

1. I need to cancel a policy I booked in the last 14 days

You can easily cancel your policy online using our help and support system. It's best to do this as soon as you possibly can.

If you cancel within 14 days of the receipt of your documentation and you haven't started a trip or made or intend to make a claim, we'll give you a full refund.

I need to cancel a policy  

2. I need to cancel - all other policies

Fill out our support form as soon as possible and we will cancel your policy on your behalf.

Please be aware of our current terms for cancellations:

Following the aforementioned 14 day period, you continue to have the right to cancel your Policy at any time by contacting Us.

If the notice of cancellation is received outside of the 14 day cooling-off period no premium will be refunded, however discretion may be exercised in exceptional circumstances such as bereavement or a change to your Policy resulting in Us declining to cover your medical conditions.

NOTE: If you have already travelled under this policy you will not be entitled to a refund.


I have a policy I need to change

Send us all the details using our support form and we'll get back to you as soon as possible about the changes you'd like to make.

I have a policy I need to change  

I need to make a claim

Checklist for making a claim

    1. Check the Policy Schedule and Policy Wording to see whether the loss is covered.

    2. Ensure you have the correct contact number relating to your claim. For an overview of all contact numbers, please visit our Claims contact information page.

    3. You must obtain, keep and produce at Your own expense all receipts, invoices, reports and other documentary evidence required by Us to support Your claim. Original documents (not photocopies) will be required.

    For all other queries please email: [email protected]

For more information about what you can claim for your specific policy, read through your relevant policy booklet.


Further Information

For more in-depth information about your travel insurance policy, take a look at our FAQs.

FAQs for Holiday Extras customers  FAQs for Essential Travel customers