Make a travel claim

0345 246 8680

0345 246 8680

We’re here Monday to Friday 8am‐6pm

24‐hour emergency helpline

If you’re abroad:

+44 1252 740 098

+44 1252 740 098

If you’re in the UK:

01252 740 098

01252 740 098

What will I be asked for?

Your policy number.

A brief description of your claim.

We’ll tell you whether your claim is covered by your policy and the amount of any excess that may apply.

If necessary, we’ll issue a claim form to you.

We may ask you for additional information to support your claim.

Frequently Asked Questions

Who should I call in the event of a claim on my travel insurance policy?

For 24 hour emergency assistance, including serious medical emergency or needing to cut your journey short, while you’re abroad please call + 44 1252 740098. Save this number to your phone.

For all other claims under this policy (other than legal expenses and travel accommodation and other end supplier failure) you should call Direct Line’s travel claims when you get home on 0345 246 8680, open 8am – 6pm Monday to Friday.

For travel, accommodation and other end supplier failure claims you can also telephone our partners at IPP (International Passenger Protection) and get a claim form on 0208 776 3752.

Alternatively, you can download a claim form from, and once the claim is submitted with the relevant receipts and other documentation then your claim will be paid directly to you.

Am I covered for cancellation before my trip?

Yes, if you have to cancel your journey, we’ll pay you up to £5,000 for your personal accommodation and transport charges that you can’t obtain from any other source. Some exclusions apply. Please view our policy wording for full terms and conditions.

Examples of what’s covered:

If you have to cancel a journey because of the death or serious injury or illness of:

  • You
  • A companion your travel depends on
  • A member of your immediate family
  • A person abroad whose home you’re intending to stay in

You’re also covered for cancellation if:

  • You’re needed as a witness in court or for jury service
  • You’re required to stay at home by a relevant authority following a serious burglary, fire, storm or flood damage to your home (occurring within seven days of the start of your journey)
  • You’re being made unemployed or having your contract ended early if you are self‐employed
  • Your pet dog or cat requires emergency life‐saving treatment as a result of an accident or illness (occurring within seven days of the start of your journey)
  • You’re a member of the Armed Forces or the police, ambulance, fire or nursing service and you’re needed for unexpected emergency duty or posted overseas at the time of your journey
  • The Foreign and Commonwealth Office advises against ‘all travel’ to your intended destination

Examples of what’s not covered:

We won’t pay for claims caused by:

  • The actions or failure of any transport or accommodation provider or their agent
  • You not wanting to travel or not enjoying the journey
  • Unemployment that you were aware of before you booked the journey
  • The transport operator or their agents refusing to transport you, a member of your immediate family or your travelling companion
  • An anticipated event

Can you email me a copy of my travel insurance policy details?

We’re unable to deal with this query online as it relates to a specific policy. Please give us a call on 0345 246 8704.

What’s my personal belongings cover?

Personal belongings: Each of your suitcases or items of luggage, their contents and items designed for you to wear or carry. This includes your valuables but does not include winter sports equipment.

Valuables: Photographic, audio, computer, video and electrical equipment of any kind (including CDs, mini discs, DVDs, TV’s, electronic games, MP3 players, iPods, personal digital assistants (PDAs), video and audio tapes, telescopes, binoculars, sunglasses, spectacles, mobile phones, musical instruments, jewellery, watches, furs, leather goods, animal skins and items made of or containing gold, silver, precious metals or precious or semi‐precious stones.

The personal possessions limit is £1500 per insured person, the single article limit is £250 and the valuables limit is £250 in total. Remember, if you have a Discoverer policy, the personal possessions limit is £1000 per insured person, up to £250 for single articles and up to £250 for valuables. There are limits in the personal possessions and valuable sections that may not be enough for expensive items such as jewellery and photographic or video equipment. However, you can usually insure these items separately under the ‘All Risks’ extension of your home insurance.

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Things you need to know about Over 50s life insurance:
Premiums stop after your 90th birthday but you still enjoy cover for the rest of your life. In the first year, if you die from natural causes we will refund any premiums, or if you die as a result of an accident, we will pay your cash sum. After the first year regardless of the cause of death we will pay your cash sum. Depending on how long you live, the total sum paid in premiums may be more than the cash sum payable on death. If you stop paying your premiums before the end of your policy your cover will stop 30 days after your missed premium and you won’t get anything back. This isn’t a savings or investment product and has no cash value unless a valid claim is made. Inflation will reduce the buying power of your cash sum in the future.

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