Coronavirus (COVID-19)

We’re working really hard to keep you in the loop as much as possible in the fast-changing circumstances.

We want to help you wherever we can during these challenging times. If you’re struggling financially as a result of Coronavirus and are worried about the payments for your policy, or if you have a policy that you don’t think you’ll need now, such as an annual travel policy, please get in touch. We’ll discuss your options with you and work out how we can provide support.

Our call centres are very busy at the moment and we are trying to answer your questions as quickly as we can. If your query is non-urgent and you are not due to travel in the next two weeks, please don’t contact us yet, so we can prioritise people in need of urgent help or who are due to travel sooner.

In the meantime, we are regularly monitoring the situation and updating our Coronavirus single trip/backpacker and annual multi-trip FAQ pages. To find out more about the impact the outbreak is having on our travel insurance policies, please check the relevant FAQ before calling or emailing us.

We’d also like to highlight that travel insurance only protects against unforeseen circumstances getting in the way of your travel plans, so any policy you buy now will have very limited insurance coverage. While the Foreign and Commonwealth Office have advised against all but essential travel indefinitely, you will not be covered under our travel insurance policies if you decide to go ahead with your trip.

Welcome to your Claims Centre

Your Assistance and Insurance specialists

Which claim department do you need?

Travel Insurance

We’re sorry if an unfortunate event occurred during your travels. However, we are happy to provide a silver lining. If an event covered by your policy interfered with your trip, simply file a claim and provide the necessary supporting documents. We will process your claim quickly and will be available to answer any questions you have.

File a claim via phone

020 8603 9958

9am - 5pm Monday to Friday

Use our online service

FILE A CLAIM

It only takes 3 minutes. Your data is secure

Breakdown Cover

If you need to get in touch about a reimbursement following a breakdown, please feel free to either give us a call or send an email. Our claims teams will be happy to answer any questions you may have and let you know the status of your claim.

File a claim via phone

020 8603 9407

9am - 5pm Monday to Friday

Extended Warranty - Volkswagen

If there’s a problem with your vehicle that you think might be covered by your warranty, you should stop driving your car as soon as possible.

Volkswagen owners should follow this claims process:

Step 1 - Contact your nearest Volkswagen authorised retailer or repairer and let them know that your car is protected by this warranty.

Step 2 - Your retailer will contact us to discuss the claim on your behalf. We will liaise with them to determine if the claim is covered under your policy and how much we will pay for repairs.

File a claim via phone

0345 600 2095

9am - 5pm Monday to Friday

Extended Warranty - All Other Makes

If there’s a problem with your vehicle that you think might be covered by your warranty, you should stop driving your car as soon as possible.

Step 1 - Give our claims team a call on 0345 600 2095 and have your registration number and policy number to hand (you can find both on the confirmation of cover email we sent to you). We will ask for details of the problem, where appropriate issue you with a provisional claim reference number, and help direct you to the nearest and most appropriate repairer.

Step 2 - From here we handle the rest of the claims process on your behalf. You just need to show the repairer a copy of your warranty cover handbook and ask them to call us on 0345 600 2095, preferably after their initial diagnosis has been carried out. As long as we approve your repair, we will pay for any reasonable diagnostic work.

Step 3 - We will liaise with the repairer and confirm if the problem is covered by your policy. If it is, we will issue them with an authority number for the repairs we agree with them and the agreed amount we will pay for these repairs. This authority number will remain valid for 6 weeks. If you have not had the authorised repairs completed within this time, our repair authority will be withdrawn.

Step 4 - We pay the repairer directly for the authorised claim costs. So apart from the excess amount you selected to pay in the event of a claim (either £0, £100 or £250), you won’t need to pay up front for repair costs and have to try and claim back later.

If there’s a problem with your vehicle that you think might be covered by your warranty, you should stop driving your car as soon as possible.