For further information about the Horizon IT Scandal, please visit our corporate website

New-look travel app out now

Our revamped travel app’s out now. It makes buying, topping up and managing Travel Money Cards with up to 22 currencies a breeze. Buying and accessing travel insurance on the move effortless. And it puts holiday extras like airport hotels, lounge access and more at your fingertips. All with an improved user experience. Find out what’s changed.


Common travel insurance questions

  • The easiest way to make a claim on your Post Office Travel Insurance policy is online. Or, if you prefer to talk to one of our team, you can make a claim by phone

    Our how to make a claim page walks you through the steps for both routes.

  • All Post Office Travel Insurance include a level of cover for disruption resulting from Covid-19 in some circumstances. You can also add our trip disruption option, which provides additional cover for others set out in the policy wording.

    For more information, visit our page on travel insurance covid-19 cover.

  • Call our emergency medical assistance line 0208 865 3074 any time, 24/7. If you’re calling from outside the UK, dial 44 first and leave out the first zero

  • When you buy an annual multi-trip policy, it can be renewed automatically or manually. Or, if you prefer it doesn’t renew, you can turn off the auto-renewal. Whatever your choice, we’ll write to you around 28 days before the date your current policy is due to end. We’ll detail any changes we’ll make should you wish to renew the policy. And we’ll give you a quote for the next year’s cover.

    Automatic renewal: if you buy an annual multi-trip policy, it will be set to renew automatically at the end of its term to keep you covered. If you prefer to opt out of this, you can do so then or any time during the policy. You can also turn auto renewal on later. Just call our contact centre. If you’ve declared medical conditions for anyone listed on the policy, it can’t be set to auto renew.

    Manual renewal: If you’ve opted out of auto renewal, it’s easy to set this up later or renew manually. You can do this in your online account. Or just call our contact centre. If you miss the renewal date, you can still take out a new policy later. You’ll need to start a new quote, as the renewal quote is only valid until your current policy’s expiry date. This may also mean a gap in your cover until the new policy starts.

    Turning off auto-renewal:  If your existing policy is set to auto renew but you change your mind later, you can turn it off any time during the policy term. Again, just do this in your online account or call our contact centre. If you’re within the last 8 days of your policy, you’ll need to call our contact centre to do so. The later you do this the higher the chance a renewal payment will be taken by the bank. If this happens before your renewal cancellation is processed, we’ll make sure your payment is refunded.

  • If you bought a Post Office Travel Insurance policy with our premier level of cover, it includes Flight Delay Assistance. You should have received an email from us with details of how to register for this service. If you can’t find the email, arranged your policy in a Post Office branch or don't have an email address, all the information you need will be in your policy confirmation pack. You can register your flights using our self-service centre. Log into your account

  • Read all travel insurance FAQs

Latest travel alerts

Check for any travel alerts or disruptions that might affect your travel plans, insurance and other travel services, and what to do if they do.

Check for travel alerts

Manage your policy

View and manage your Travel Insurance policy online.

Log in online

Access your account from your computer, smartphone or tablet.

Emergency medical assistance

If it’s a medical emergency, please call us immediately

Call: 0208 865 3074

Replace the first zero with 44 if calling from abroad

To make a claim

For non-emergency claims, here’s how to get in touch


Submit your claim or retrieve an existing claim online Claim here

By phone

Call us on (1): 0333 333 9702

  • Monday to Friday: 9am – 5pm
  • Closed Saturdays, Sundays and bank holidays

To make a gadget cover claim

If you have the gadget cover add-on and need claim against it, please contact our partner Taurus Insurance Services Limited directly 


Read the claims guide and complete a claim form

Make a claim online

By phone

Call Taurus on (1): +44 (0) 330 020 0024

By email

Contact Tauris at:

If you need to make a claim on the gadget add-on you can contact that team directly

Contact us

Monday to Friday: 8.30am – 6.30pm

Saturday: 9am – 5.30pm

Send us a message

Complete and send our travel insurance online enquiry form

By phone

Call us on (1): 0330 123 3690

  • Monday to Friday: 8.30am – 6.30pm
  • Saturday: 9am - 5.30pm


If you’re not happy we’d like to know so we can do our best to put things right. 

To complain about a claim or the assistance you received while travelling

By post

Write to: Quality Department
Collinson Insurance Services Limited
Sussex House
Perrymount Road
Haywards Heath
RH16 1DN

To complain about a gadget add-on claim

To send a complaint about making a claim on these policies

By email 

Write to:

By post

Write to: Taurus Insurance Services Ltd.
Customer Relations Officer
Taurus Insurance Services Limited
Suite 2209-2217
Eurotowers Europort Road

For all complaints

Please quote the claim number in all correspondence.

Sales and application complaints

For complaints about sales literature, policy information, how your policy was sold to you on the phone or online, or the Medical Screening Service process.

By phone

Call us on (1): 0330 123 1382

By post

Write to us at: Post Office Travel Insurance
67 Hope Street
G2 3AE

Please head any written correspondence 'COMPLAINT' and include copies of supporting material.

Taking complaints further

If you’re not satisfied with how we’ve handled your complaint, you can refer it to the Financial Ombudsman Service.

Contact the Financial Ombudsman Service

Please make sure you’ve been through our own complaints procedure first. You should contact the ombudsmen within six months of our final decision. 

By post

Write to: Financial Ombudsman Service
Exchange Tower 
Harbour Exchange Square
E14 9SR

By phone

Call (1): 0800 023 4567

or 0300 1239123

  • Monday to Friday: 8am - 5pm
  • Saturday: 9am - 1pm
  • Closed Sunday and bank holidays


Visit the Financial Ombudsman Service site:

Complaints data


(1) Calls to 03 numbers will cost no more than calling a standard geographic number starting with 01 or 02 from your fixed line or mobile and may be included in your call package dependent on your service provider. Calls may be monitored or recorded for training and compliance purposes.