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 way to make a claim on your policy differs depending on the type you have. This is because some policies are provided by different underwriters to others.

    First, check the letters your policy number starts with. Then look for those letters in the "To make a claim" section below. You’ll find details on how to start the claims process for that policy.

  • We provide limited cover for Covid-19 related disruptions across all of our policies. Here, we've listed everything that’s covered for coronavirus across all our polices bought from 31 March 2022, both before you go and during your trip.

    You can find out more about the specifics of this cover, as well as what’s covered on policies bought on or before 30 March 2022, by reading our travel insurance and Covid-19 FAQs page.

    You’re covered for cancellation if:

    • You, a travelling companion, an immediate relative^ or someone you’re planning to stay with dies or is hospitalised due to Covid-19

    • You test positive for Covid-19 within 14 days of your trip and are required to self-isolate by a medical practitioner, the NHS or any UK government body

    • You’re certified as too ill to travel due to Covid-19 by a medical practitioner

    • You, a travelling companion, or the person you are staying with are required by a medical practitioner, a government body or health authority to self-isolate due to COVID-19

    You’re covered for cutting short your trip if:

    • During your travels, after you’ve left the UK, you test positive for Covid-19 and self-isolation is required by a medical practitioner, health professional or government body

    • You, an immediate relative^ or someone you’re travelling or staying with dies or is hospitalised due to Covid-19

    Emergency medical and repatriation expenses are also covered if you fall ill with Covid-19 while you’re away.

    Anything that’s not listed isn’t covered for coronavirus by our regular policies. But, if you need more than the protection described here, you can also add our Covid-19 option for protection against missed departures and expenses incurred due to change of testing or quarantine requirements to your policy for an extra premium. Check the policy wording for full details of the cover that comes as standard and with our optional upgrade cover.

    Please remember: your cover won't be valid if the Foreign, Commonwealth and Development Office (FCDO) have advised against all travel to your destination. If the FCDO have advised to only undertake essential travel to a destination and your trip is not essential and you choose to travel, we will only cover a claim if the cause is not linked to the reason for the FCDO advice. This limitation applies even if you have purchased an optional Trip Disruption or Covid-19 upgrade. You may be able to travel with full cover if we authorise in writing that your trip is essential before you depart. Should you like to request this, please email travelinsurancefeedback@postoffice.co.uk

    ^ Immediate relative: Your mother, father, sister, brother, spouse, civil partner, fiancé/e, your children (including adopted and fostered), grandparent, grandchild, parent-in-law, daughter-in-law; sister-in-law, son-in-law, brother-in-law, aunt, uncle, cousin, nephew, niece, step-parent, step-child, step-brother, step-sister or legal guardian.

  • Call our emergency medical assistance line any time, 24/7.

    If your policy number starts with TA or TC call 0208 865 3074.

    If your policy number starts with TE, the number to call depends on where in the world you’re calling from. From anywhere except the USA, Canada or Mexico call +44 (0) 1403 163. From the USA and Canada call toll-free on +1 877 324 0460. Or from Mexico call +1 819 780 0644.

  • 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 give you a quote for the next year’s cover.

    Automatic renewal: when you buy your multi-trip policy, it will be set up to automatically renew at the end of its term. If you want to opt out of this renewal, you can do so when making your purchase or at any time during the policy. Equally, if you don’t select auto renewal upfront you can turn it on later by calling our contact centre.

    Manual renewal: if you’ve opted out of auto renewal, you can opt in manually later, such as when we send your renewal reminder or by calling our contact centre to set this up. It’s easy to renew through your online account or by calling 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 renew automatically but you change your mind at a later date, simply turn it off at any point during the policy’s life, either in your online account or by calling our contact centre team. 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 greater 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, which 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 or you 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 only register your flight via the special link provided to you.

  • 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

Available 24 hours a day, 7 days a week

For policies beginning with TA or TC

Call us on: 0208 865 3074

For policies beginning with TE

From anywhere except the USA, Canada or Mexico call: +44 (0) 1403 289 163

From the USA and Canada call toll-free on: +1 877 324 0460

From Mexico call: +1 819 780 0644

To make a claim on a policy beginning with either TA or TC

For non-emergency claims, here’s how to get in touch if your policy number starts with the letters TA or TC.

Online

Submit your claim or retrieve an existing claim online Claim here

By phone

Call us on: 0333 333 9702*

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

To make a claim on a policy beginning with TE

Here’s how to get in touch for non-emergency claims if your policy number starts with the letters TE.

By email

Write to us at: info@csal.co.uk

By phone

Call us on: 01403 330 233

  • Monday to Friday: 9am – 5:30pm
  • Closed Saturdays, Sundays and bank holiday

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

travelinsurancefeedb@postoffice.co.uk

By phone

Call us on: 0330 123 3690*

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

Complaints 

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

For policies beginning with TA or TC

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

For policies beginning with TE

To send a complaint about making a claim on these policies

By email 

Write to: contact@ervuk.com

By post

Write to: The Managing Director
ERV
Afon House
Worthing Road
Horsham
West Sussex
RH12 1TL

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: 0330 123 1382*

By post

Write to us at: Post Office Travel Insurance
67 Hope Street
Glasgow
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
London

By phone

Call: 0800 023 4567

or 0300 1239123*

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

Website

Visit the Financial Ombudsman Service site:

Complaints data

*Call charges: 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.