Important Notice: No cover for Coronavirus for policies sold after midday 13/03/2020. Read more

I had to change my travel dates, can I move my insurance?

Subject to some terms and conditions you can move your policy at no cost so long as your new travel starts within 379 days of your original start date on a like for like basis, in many cases once you have changed your date you will be able to make other mid term adjustments such as increasing cover duration or upgrading your area of cover. To do so please enter your Customer Zone from your initial purchase e-mail and click 'Change my Travel Dates', please note for your security you will need to enter your post code to verify your identity.

I had to return home early from my travels, what are my options?

Depending on your circumstances the following options may apply to you

Partial Refund for early termination of your insurance
If you have returned home early due to Coronavirus and do not need to make a claim under your policy then we will refund on a pro-rata basis any full months remaining in your policy.
  1. Open your policy purchase e-mail.
  2. Click 'View our Customer Zone'
  3. Enter your post code to verify your identity
  4. Click 'Edit Your Policy'
  5. Click 'Cancel Policy'
  6. Confirm you have not made nor do you intend to make a claim under this policy

Claim for curtailment of your travels
If your policy provides cover for Coronavirus (see 'Am I covered for Coronavirus' for more detail) and you have had to return home to the UK early you may be able to make a claim for curtailment under you policy. Please note that prior to attempting a claim you must in all cases attempt to obtain a refund for any pre-booked accomodation, travel or other services. For more information on how to make a claim please see section 'How do I make a claim?'.

I am no longer planning to travel, can I cancel my policy?

You can cancel your policy through the customer zone using the process outlined below, the amount we will refund depends on how long you have had your policy. You will not be able to cancel your policy if you have made a claim. Terms and Conditions apply.

How to Cancel Your Policy:
  1. Open your policy purchase e-mail.
  2. Click 'View our Customer Zone'
  3. Enter your post code to verify your identity
  4. Click 'Edit Your Policy'
  5. Click 'Cancel Policy'
  6. Confirm you have not made nor do you intend to make a claim under this policy

How much we will refund:
  • If you cancel within 14 days of purchase and have not travelled: Full Refund
  • If you cancel after 14 days but prior to your start date: Full refund minus a deduction of 1 month's premium on a pro-rata basis.
  • If you cancel after the start date of your policy: Refund of any full months remaining in your policy on a pro-rata basis.

By following this process, we aim, if your request is approved, to process your cancellation within 2 working days or receipt and thereafter funds should reach your account within 3 to 5 working days.

Am I covered for Coronavirus?

The cover under your policy for Coronavirus disease (COVID-19) will depend upon when you purchased your policy and when you originally booked your trip. All policies regardless of purchase date will continue to benefit from all other cover including Emergency Medical Costs, Cancellation and Baggage as normal.

If you purchased a new policy after midday on the 13th March 2020
Any new policy purchased, after midday 13th March 2020, will not cover any cancellation claim in relation to Coronavirus disease (COVID-19); severe acute respiratory syndrome coronavirus (SARS-COV-2) or any mutation of these. This includes but is not limited to, cancellation due to your diagnosis of Coronavirus, FCO advise against all travel or all but essential travel to your destination or your flights being cancelled. We will continue to cover any medical claims because of Coronavirus if you are travelling to an area where no FCO advice exists.

If you purchased a new policy prior to midday on 13th March 2020
As standard you have no cover for cancellation of your trip due to a pandemic or if a regulatory authority has advised against travel to your destination. We have however taken the decision to allow any policy to cover cancellation due to regulatory advice for any trips originally* booked prior to midday on 13th March 2020 and due to depart on or before 14th June 2020. We will reassess this date at regular intervals.

For any trip originally booked after midday on the 13th March 2020, we will not cover any cancellation claim in relation to Coronavirus disease (COVID-19); severe acute respiratory syndrome coronavirus (SARS-COV-2) or any mutation of these. This includes but is not limited to, cancellation due to your diagnosis of Coronavirus, FCO advise against all travel or all but essential travel to your destination or your flights being cancelled. We will continue to cover any medical claims because of Coronavirus if you are travelling to an area where no FCO advice exists.

*If you originally booked a trip prior to the 13th March at midday and you move this trip to a later with the same supplier (either by way of date change or voucher) you will continue to receive cover for cancellation claims in relation to Coronavirus for that trip.

How do I make a claim?

The quickest way to make a claim for cancellation due to Coronavirus is online. Please be aware that in all cases you should attempt to obtain a refund or voucher from your travel provider prior to making a claim. If you are concerned about the requirement to notify us as soon as possible of a loss please be assured that you do not need to make a claim until such point as your travel provider has formally in writting denied your request.

Make a claim online: Enter your Customer Zone from your initial purchase e-mail and click 'Make a Claim', please note for your security you will need to enter your post code to verify your identity.

Make a claim by phone: Call CEGA Travel Claims on 0330 094 5091. Their team are available 8am-6pm Monday to Friday and 8am-4pm Saturday.

Please note the above information relates to general claims only, if you need to make a claim for a Medical or other Emergency, under Gadget Cover or for Scheduled Airline Failure or End Supplier Failure please view our claims page for more information.

Am I entitled to make a claim under my policy for Airline Failure (e.g. FlyBe)?

Almost all of our policies include Scheduled Airline Failure Cover or End Supplier Cover. To claim under these sections please contact IPP Claims

Make a claim online: www.ipplondon.co.uk/claims.asp

Make a claim by phone: Call IPP Claims on 0345 266 1872

I've made a claim and haven't had a response yet

Our claims team is extremely busy having received in excess of a years worth of claims in the first two weeks of the pandemic alone. While the team is working overtime it will take longer than normal to deal with the unprecedented number of claims and they are currently taking around 10 working days for their initial review of a claim. Please bear with the team and they will get to your claim.

Please note that our team cannot assist with claims related matters and that if you do wish to chase up your claim then firstly we recommend you do not do this until at least three weeks have passed and secondly that you should do so by calling CEGA Travel Claims on 0330 094 5091.

I would like to make a complaint about my claim

Due to the unprecedented number of claims at this time please be aware that we are unable to accept a complaint unless the time to resolve your claim has exceeded 30 days. Once your claim has exceeded this limit, or, if you would like to make a claim in relation to a partial or full denial of your claim then you may make a complaint by e-mailing complaints@outbackerinsurance.com.