Contact Us

We aim to answer all e-mails within 48 hours of receipt if received during our normal office opening hours. Responses will be delayed if you contact us after 2pm on a Saturday or at any time on a Sunday, or on a bank holiday.

Please be advised that all claims are dealt with by the AXA Travel Insurance claims unit. If you wish to register a new claim or discuss the progress of an existing claim, please contact them directly on 0330 024 8315 during their normal office opening hours of Monday to Friday 9am to 5pm, as we are unable to register claims and do not have access to claims information.

The answer to a number of the queries that we receive on a daily basis can be found in the frequently asked questions on our website. We have also listed the top eleven frequently asked questions with their answers below. Before contacting us, please consider viewing this list or visit the FAQ page. If you are still unable to locate the answer that you require please complete the ‘contact us’ form at the bottom of this page.

Travel Areas

European Policies - In addition to the countries that you would expect to be covered under a European policy, our European travel area also includes coverage for Egypt, Turkey, Morocco, Algeria, Tunisia and Iceland as standard.

Worldwide excluding USA, Canada and the Caribbean – Means any country excluding the USA, Canada and the Caribbean. This is the correct area to select if you are travelling to Mexico.

Please click here to be taken to the world map linked to our site, where you can enter the country/countries that you intend to travel to and we will display the travel area required.

Cruise Cover - All our policies provide cover for cruises as standard. Please ensure that you have taken all your planned destinations into consideration when selecting your travel area including day trips and excursions.

Upgrading an existing policy – We are unable to provide an upgrade quotation via email. Please contact the Sales and Service office within our normal office opening hours to discuss your needs as soon as you are aware that your current policy is not suitable for your travel plans. Please be advised that upgrades are not guaranteed and will be subject to the eligibility criteria of the underwriter. If an upgrade is not available, we may be in a position to discuss alternative options such as a specific single trip policy to cover the trip that falls outside of the existing coverage.

Obtaining a quotation – We are unable to offer quotations via e-mail. Please consider following the link to the quick quote page or alternatively call us during our normal office opening hours to speak to a sales and service agent.

Select Policies with pre-existing medical conditions declared – If all pre-existing medical conditions for each traveller you wish to insure have been correctly declared to us through the booking process and we have confirmed that they are covered on the medical letter/s sent to you via e-mail together with the policy wording and policy schedule, you do not need to contact us further unless one, or more of the named insured’s suffers a change to their health.

Making a claim – Claims are dealt with by the AXA Travel Insurance claims unit. Please call them during their normal office opening hours of Monday to Friday 9am to 5pm on 0345 873 4425 to either register your claim or discuss the progress of your claim where necessary.

Sports and hazardous activities – We provide cover for a large number of sports and activities without the need to pay an additional premium. Please click here to view our sports and activities table.

UK residents - Our policies are designed to offer cover to United Kingdom residents, to qualify you must be a permanent resident within the UK and have been registered with a UK medical practitioner for at least 6 months.

We can consider offering cover to temporary permanent residents on the understanding that they have been living in the UK and registered with a UK GP for at least six months, that their intention is to travel to and from their home in the UK, and where a visa is required for residency purposes, the visa in place at the time of policy purchase runs for a period that is the same length or longer than the period of insurance. Please click through to our FAQ page for further information.

Policy documentation – As an internet based company we do not offer the option of hard copy documentation. We do understand that it is impractical to print the policy wording and suggest that this is saved to your computer for ease of access. We do recommend that you try to print the two page policy schedule to take with you on your trip/s together with any pre-existing medical declaration letters.

Cancelling a policy – If you wish to cancel a policy within the 14 day cooling off period and you have not travelled and are not making a claim, we can accept your request via e-mail.

Please complete the ‘Contact us’ page below in full and select ‘Policy administration’ you will need to confirm that:

A) You have the permission of all travellers listed on the Policy Schedule to cancel the cover on their behalf.

B) That the policy has not been used to travel on.

C) There are no claims known or pending.

Please ensure that all the above information is provided within your initial refund application, failure to do so will result in a delay in assessing your refund application.