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Changes to your policy

The easiest way to change your policy is through the app.

If you contact us directly, we can only talk to the main policy holder — unless you have authorised someone else to speak to us. However, even if you have authorised another person to discuss you policy, we can only make policy changes with the policy holder directly.

If you need to contact us, you can drop us an email or call us.

Medical emergencies

In a medical emergency, you need to call our Medical Emergency Support Team. They’re available 24/7, worldwide. They’ll be able to guide you through the process.

+44 (0) 1403 286 533 (from anywhere except the USA, Canada or Mexico)
+1 877 866 6864 (from the USA or Canada)
+1 819 569 7887 (from Mexico)

It’s worth sharing the details of the medical emergency support team with the people you’re travelling with in case they need to contact us on your behalf.


To make a claim, you’ll need to send us evidence to support your claim, such as receipts, invoices and reports. If you’re unsure what to send, contact us as soon as possible and we can tell you what information you’ll need to keep close to hand. You can submit your claim through the app.

All claims (excluding the below) – 01403 286 532

Additional cover option claims
Gadget cover claims – 01403 286 534

Making a complaint

If you’re not happy with the service you’ve received, you can make a formal complaint. You can do this by:

Emailing [email protected]

Calling our Customer Service team on 0333 006 8020.

Writing to us at:
The Complaints Team
Britannia House
3-5 Rushmills Business Park
Bedford Road

Complaints for claims should be sent to:
The Managing Director
Afon House
Worthing Road
West Sussex
RH12 1TL

Email: [email protected]

We will always try and resolve issues within 3 working days. But if we can’t, we’ll undertake a full investigation. You’ll receive the final response within 40 working days of receipt of your complaint.

If you’re still not happy, you have 6 months to refer the matter to the Financial Ombudsman Service:
The Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
E14 9SR

Telephone: 0300 1239 123 or 0800 0234 567

Email: [email protected]

Reporting bugs

If you have a problem with the app, or any feedback, please email us at [email protected] and we’ll try to resolve the issue.

Managing marketing preferences

You can manage your marketing preferences in the app. We’ll still contact you about important changes to your policy if you opt out of receiving marketing.