Getting in touch
We’ve made it easier for you to get in touch with us. It is now possible to amend your policy, make a claim, contact our assistance service or lodge a complaint online.
Follow the relevant tab below for more information.
By contacting us online you can be confident that you’ll get straight through to the relevant department – and a member of the team will get back to you promptly.
Do you need to renew your travel insurance or make changes to your current policy?
Perhaps your contact details have changed, you want to extend your cover, or add another individual onto the policy. Please fill in the contact details below, letting us know the changes you want to make.
Contact Travel Administration Facilities
Travel Administation Facilities
1 Tower View
8am to 8pm Monday – Friday
9am to 5pm Saturday & Sunday
If you need to make a claim on your travel insurance, please download the relevant form below.
The FAQ provides more information about our claims process.
If you want to talk to the claims department, then complete the form below. We respond to all queries promptly.
If you need to make a claim, please click ‘view claims forms’ and download the form for the claim you would like to make.
If you have any questions about making a claim, the answer is probably here. Click ‘view claims FAQs’ to see the most frequently asked questions.
Wear Tear & Depreciation
If you do make a claim for a lost or stolen item, like most travel policies the payment made will reflect the current value of the item, taking into account wear, tear and depreciation from the date it was purchased. Click ‘view wear & tear’ further information.
How do I make a claim?
You can call claims Department on 0203 829 6761 or send us an email for a claims form. Alternatively, please download a claim form from this website and return with the supporting documentation to Travel Claims Facilities, 1 Tower View, Kings Hill, West Malling, Kent ME19 4UY
What is the information you have asked for and why do you need it?
Please return the supporting documents requested on the front of your claim form. We will require the Original documents. We require the booking invoice to confirm your travel dates. The Insurance document, as we do not have access to individual Policies. Original purchase receipts as proof of medical costs incurred abroad and proof of ownership for lost or stolen personal possessions, if you do not have the original purchase receipt we will accept a Bank statement, Credit card statement, Manuals, Valuations or photographs of you wearing the item. If you are claiming due illness of yourself or a close relative, we require the Medical certificate completed by the GP of the person whose illness has caused the claim, in all instances. If in doubt, send in as much information as you can. We will return original Death certificates and Annual Insurance certificates.
Why do you need details of my Household Insurance Policy?
There is an agreement set by Insurance companies to each contribute to the cost of claims in order to help keep the cost of Insurance premiums down. By providing this information we can approach your Household Insurer for a contribution to our outlay. This will not affect any No Claims Discount applicable to your Policy.
Am I able to claim?
Please return your competed claim form and supporting documentation to Travel Claims Facilities, 1 Tower View, Kings Hill, West Malling, Kent ME19 4UY.
Can I have a copy of my Insurance certificate?
We do not have access to individual Insurance certificates on the Claims Department. Please contact the Agent you purchased the cover from in order to obtain a copy.
How do I find out more about the country I am travelling to?
To obtain additional information about the country you are travelling to, you can refer to the Foreign and Commonwealth website
Our emergency assistance service provides help and support for policyholders who are overseas. Our global contact centre is open 24/7 and offers multi-lingual assistance.
If you need to get in touch, please contact us on the numbers below or complete the online form.
Contact Emergency Assistance Facilities
Emergency Assistance Facilities
1 Tower View
Telephone: 0203 829 6761
24 hours a day, 7 days a week
We hope all policyholders are happy with the products and services they receive from Travel Insurance Facilities Group.
However, if this hasn’t been the case and you would like to make a complaint, then please use the online form below.
We take complaints seriously and will get back to you as quickly as possible.
Contact tifgroup Complaints Team
Travel Insurance Facilities Complaints Team
1 Tower View
Telephone: 0203 829 6604
9am to 5pm Monday – Friday