Policy changes

If your trip destination changes, you can transfer your single‑trip policy to the new destination, subject to any additional premium for a different destination or duration. Please call our customer services team on 0330 024 9949 to make this change.

You can upgrade your policy by adding extras (e.g. cover for hazardous activities like hot air ballooning, quad-biking, cycle touring) when taking out a new policy as part of the additional options, or call us on 0330 024 9949 to amend an existing policy, subject to a potential additonal premium. Currently amendments to existing policies are not possible online.

If your trip dates change we can move your single‑trip policy to the new dates, these must be within the allowed maximum duration window - an additional premium may apply if your trip is extended. To make this change, please call our contact centre on 0330 024 9949.

If you develop a new medical condition or your health/medication changes after you buy your policy but before you travel, you must tell us and have the change accepted in writing. Please call customer services on 0330 024 9949. An additional premium may be required, and if we can't continue cover you can either claim eligible cancellation costs (if you have cancellation cover) up to the date of change, or get a refund as per the cancellation terms.

Please call customer services on 0330 024 9949, send us an email or use our webchat to amend your address so your policy remains accurate. Changes to contact details are administrative, there should be no changes to your cover or an additional premium due unless your eligibility has also changed.

If you need to update your email and/or phone number, please call customer services on 0330 024 9949, send us an email or use our webchat.

Minor spelling corrections can usually be amended on your documents - please call customer services on 0330 024 9949, send us an email or use our webchat.

Yes. If you develop a new medical condition or your health/medication changes after you buy your policy but before you travel, you must tell us and have the change accepted in writing. Please call customer services on 0330 024 9949. An additional premium may be required, and if we can't continue cover you can either claim eligible cancellation costs (if you have cancellation cover) up to the date of change, or get a refund as per the cancellation terms.

Changes such as contact information, address, name corrections, destination changes, updating your medical history or let us know of a new condition on single‑trip policies are free of charge but any increased or change in risk may require an additional premium.

If you need to reduce your cover level, please call us on 0330 024 9949. In some cases this may require cancelling and re‑issuing a policy, or simply adjusting cover if possible.

Yes you can, please call us on 0330 024 9949 to discuss higher cover levels (e.g. Silver/Gold/Platinum or Cruise) and additional options. In some cases this may require cancelling and re‑issuing a policy, or simply adjusting cover if possible. Additional premiums may apply when upgrading cover.

If your trip extends we can look at moving your single‑trip policy to match the dates, please call us on 0330 024 9949 to make this change. New dates must be within the allowed maximum duration window - an additional premium may apply as a result of the extended duration of your trip. To extend after you've left, please call us. We can only extend if: your policy hasn't expired, you haven't made or are not aware of a claim, and the total trip won't exceed the maximum duration (31 days per trip on annual, 94 days on single trip unless stated) and your return ticket reflects the extended travel dates.

For Single Trip policies we can place your policy on hold up to 12 months from date of purchase. You will need to have booked and travelled before the 12 months end or your policy will become invalid. Please call 0330 024 9949 in order to make the change.

Please phone our customer services team on 0330 024 9949 if you wish to discuss cancellation. You can cancel within 14 days for a full refund if you've not travelled or claimed. After the 14 day cooling-off period, for Single Trip policies less than one month in duration there would be no refund due; more than one month a 50% refund excluding the non-refundable administration fee paid at purchase would be due. For Annual Multi‑Trip refunds are calculated on a pro-rata basis based on 1/12th per full remaining month excluding the non-refundable administration fee paid at purchase, provided there are no claims made. 

Please phone our customer services team on 0330 024 9949 if you wish to discuss a refund. You can cancel within 14 days for a full refund if you've not travelled or claimed. After the 14 day cooling-off period, for Single Trip policies less than one month in duration there would be no refund due; more than one month a 50% refund excluding the non-refundable administration fee paid at purchase would be due. For Annual Multi‑Trip refunds are calculated on a pro-rata basis based on 1/12th per full remaining month excluding the non-refundable administration fee paid at purchase, provided there are no claims made. 
 

When you purchase a travel insurance policy you have 14 days from the date of purchase during which time you can cancel for a full refund, or amend your policy without admin charges, as long as you haven't travelled or made a claim. 
 

Please phone our customer services team on 0330 024 9949 if you wish to discuss cancellation. You can cancel within 14 days for a full refund if you've not travelled or claimed. After the 14 day cooling-off period, for Single Trip policies less than one month in duration there would be no refund due; more than one month a 50% refund excluding the non-refundable administration fee paid at purchase would be due. For Annual Multi‑Trip refunds are calculated on a pro-rata basis based on 1/12th per full remaining month excluding the non-refundable administration fee paid at purchase, provided there are no claims made.

If you have an annual policy and are enrolled in auto-renewal, please call our contact centre on 0330 024 9949, send us an email or use our webchat to let us know you wish the policy to lapse after it finishes. If you did not select auto-renewal when you purchased your policy, your policy will lapse by default once it finishes its term. 
 

Yes, if you want to arrange renewal in advance, call 0330 024 9949 to request your renewal quote early.

You will receive an email invitation 30 days before your current policy is due to expire. Your policy will be renewed automatically, based on the personal information that you provided when you bought your existing policy. Payment will be taken 7 days before your policy is due to expire from the debit or credit card that you used last year.

If you have an annual policy and are enrolled in auto-renewal, yes it will automatically renew - this is detailed in your welcome email sent at the time you first purchased the policy. If you did not select auto-renewal when you purchased your policy, your policy will lapse by default once it finishes its term. If you are in doubt, please check your online account, call us on 0330 024 9949, send us an email our use our webchat.

Renewal dates can be deferred. If you need cover to start later, please call our customer services team on 0330 024 9949 for more guidance. 

Policies cannot be renewed while you are abroad. You need to physically be in the UK, Channel Islands, Isle of Man or BFPO when renewing to meet our eligibility criteria. If you have realised your policy renews whilst you are already on holiday, please call our contact centre on 0330 024 9949 to confirm your options. If you are not already abroad but plan to be when you policy renews, please call our team to discuss your options.