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This page will provide you with information on emergency assistance, making a claim and claim complaints.

This information is valid for policies sold on or after 10th March 2017. If your policy was purchased before this date, please click here

Medical and Other Emergencies

The Medical Emergency Assistance Company, CEGA Assistance, will provide immediate help if you are ill, injured or die outside the United Kingdom. They provide a 24-hour emergency service 365 days a year.

Phone: +44 (0)1473 351 755
Scheme Code: A01301

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The claim notification must be made within 31 days or as soon as possible after that following any bodily injury, illness, disease, incident, event, redundancy or the discovery of any loss, theft or damage which may lead to a claim under this policy.

This is not a private medical insurance. If you go into hospital abroad and you are likely to be kept as an inpatient for more than 24 hours or if your outpatient treatment is likely to cost more than £500, someone must contact the Medical Emergency Assistance Company for you as soon as reasonably possible.

If they do not, we may not provide cover or we may reduce the amount we pay for your inpatient or outpatient treatment. If you have to return to the United Kingdom under section C (Cutting your trip short) or section B1 (Medical and other expenses outside of the United Kingdom) the Medical Emergency Assistance Company must authorise this. If they do not, we may not provide cover or we may reduce the amount we pay for your return to the United Kingdom.

Please have the following information available when you (or someone on your behalf) contact the Medical Emergency Assistance Company so that your case can be dealt with swiftly and efficiently:

  • Your name and address;
  • Your contact phone number abroad;
  • Your policy number shown on your policy schedule; and
  • The name, address and contact phone number of your GP.

General Claims

You must register a claim under all other sections apart from Gadget Cover or Scheduled Airline Failure/End Supplier Failure by contacting CEGA Travel Claims using the following details.

Online: You can make a claim online by accessing your Customer Zone from your welcome e-mail
Phone: +44 (0)1473 921 258
Mail: CEGA Travel Claims, PO BOX 127, Chichester, West Sussex, PO18 8WQ
Scheme Code: A01301

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All claims must be notified as soon as it is reasonably practical after the event which causes you to submit a claim. Late notification of a claim may affect our acceptance of a claim or result in the amount we pay being reduced.

The CEGA Travel Claims Department are open 8am-6pm Monday to Friday and 8am-4pm Saturday. A claim form will be sent to you as soon as you tell them about your claim.

Claims for Gadget Cover

For all claims (including theft, loss and malicious damage) please contact:

Phone: 0330 880 1756
Mail: Taurus Insurance Services Limited, Suite 2209-2217 Eurotowers, Europort Road, Gibraltar

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Contact the administrator on 0330 880 1756 (local rate call) within 2 working days of discovering the incident (or in the event of an incident occurring outside of the United Kingdom, within 2 working days of returning to the United Kingdom). You will be sent a claim form.

Complete the claim form FULLY and return it to the administrator in accordance with their instructions, and in any event within 30 days of notifying the claim together with any requested supporting documentation including:
  • Police Crime Reference Number (if applicable)
  • Any other requested documentation.
  • Proof of violent and forcible entry (if applicable)
The administrator will assess your claim, and as long as your claim is valid, will authorise the repair or replacement of the gadget as appropriate.

Scheduled Airline Failure or End Supplier Failure

Please contact IPP Claims using the following details:

Phone: 0345 266 1872
Web: (a claim form may be downloaded from this site)
Mail: IPP Claims at Cunningham Lindsey, Oakleigh House, 14-15 Park Place, Cardiff CE10 3DQ