Getting in touchtifgroup_logo_portrait_transparent

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.

Policy Administration

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
Kings Hill
West Malling
ME19 4UY


Opening times
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.



Claims Forms

If you need to make a claim, please click ‘view claims forms’ and download the form for the claim you would like to make.

View claims forms

Claims FAQs

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.

View claims FAQs


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.

View wear & tear

Contact Travel Claims Facilities



Travel Claims Facilities
1 Tower View
Kings Hill
West Malling
ME19 4UY

Telephone: 0203 829 6761

Opening times
8:00am to 8:00pm Monday – Friday
9:00am to 1:00pm Saturday

Claims FAQs

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

Emergency Assistance

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
Kings Hill
West Malling
ME19 4UY

Telephone: 0203 829 6745

Opening times
24 hours a day, 7 days a week

Emergency Assistance FAQs

All hospitals in USA are private? What do I do when I require medical treatment?

You should present yourself to the nearest walk in centre and provide them with a copy of your insurance policy certificate. As the prices in the USA are extremely inflated please take note of your policy excess and pay no more than this amount to the hospital. Contact us so that we can take over and handle all the financial arrangements

I am in my hotel and need to see a doctor what should I do?

Please contact us on our 24-hour emergency line immediately unless the condition is serious or life-threatening, we may be able to give you advice on where to go to get the best treatment. In Europe and some other countries, we may recommend public facilities because you are more likely to receive appropriate care in a public hospital than in a private facility

I have missed my flight home to the UK due to a medical reason. How do I go about getting a new flight arranged?

We would need to obtain a medical report and possibly your UK GP medical records for our medical team to review the safest way to get you home and that we comply with airline regulations. Please contact us so we can help you get home safely

How long does the process above take?

This will vary depending on how quickly we can obtain the necessary documents to review and, of course, the nature of your medical condition and the treatment you have received. Our objective is to get you home as quickly as possible but without putting you at risk