Coronavirus Update & FAQs

We’re currently experiencing extremely high call volumes, so if you need to know more about your cover and the COVID-19 outbreak, please read more here:
0333 006 9759
Mon-Fri 8am-8pm Sat & Sun 9am-5pm

Claims Department

If you’re unfortunate enough to have to make a claim on your policy, our friendly and experienced claims team are here to help and make your claim as smooth and hassle-free as possible.

Whilst not every claim will be successful, our Claims Team will actively make sure your claim is dealt with fairly and promptly based on the terms and conditions set out in your policy wording.

To make it easier for our Claims Team to process your claim, you can follow the guidelines below:

  • Please write clearly and legibly when filling out your claim form – we advise using block capitals and a black pen
  • Please provide as much information about the circumstances surrounding your claim as possible – if there isn’t enough room left on the claim form, use a separate sheet of paper
  • If you are making a cancellation claim, make sure you obtain a claim form before you ask your doctor for a medical certificate
  • Please make sure you provide all of the necessary documentation that is needed to support your claim – at each end of each section in your policy wording, there is a section headed ‘What to do if you have to make a claim’, which tells you what is required in each case
  • Make sure you keep a copy of any documentation that you send to the Claims department in case anything is lost in the post

Download your claims forms from here:

Alternatively call the claims department on 0203 829 6761 and we can post one out to you. Opening times are 8am – 8pm Monday to Friday and 9am – 1pm Saturday

Once you’ve downloaded or received, completed and sent off your claims form, turnaround time is usually around ten days after the Claims Team receive your form.

All phone calls to our claims department will be returned within 48 hours, where possible, and any letters or written correspondence to the Claims Team will be responded to within 5 days of receiving your letter.

It is our aim to give a high standard of service and to meet any claims covered by these policies honestly, fairly and promptly. We occasionally get complaints and these are usually through a misunderstanding or insufficient information. Any complaint will be investigated at once and the matter resolved as quickly as possible.

Please note, our personal possessions cover is not ‘new for old’ and an amount for age, wear and tear will be deducted. Details of wear and tear deductions are available at