Contact us
The easiest way to change your policy is through the app.
To contact us, you must be the main policy holder – we can’t talk to other members of your travelling party about your policy for security reasons.
But if you do need to contact us, you can either drop us an email or talk to us.
In a medical emergency, you need to call our Medical Emergency Support Team. They’re available 24/7, worldwide. They’ll be able to guide you through the process.
It’s worth sharing the details of the medical emergency support team with the people you’re travelling with in case they need to contact us on your behalf.
To make a claim, you’ll need to send us evidence to support your claim, such as receipts, invoices and reports. If you’re unsure on what to send, contact us as soon as the event happens and we can tell you what information you’ll need to keep close to hand.
You can submit your claim through our app.
Claims
All claims (excluding the below) – 01403 286 532
Additional cover option claims
Gadget cover claims – 01403 286 534
If you’re not happy with the service you’ve received you can make a formal complaint. You can do this by:
Emailing [email protected]
Calling our Customer Service team on 0333 006 8020.
Writing to us at:
The Complaints Team
Wapp
Britannia House
3-5 Rushmills Business Park
Bedford Road
Northampton
NN4 7YB
We will always try and resolve issues within 3 working days. But if we can’t, we’ll undertake a full investigation. You’ll receive the final response within 40 working days of receipt of your complaint.
If you’re still not happy, you have 6 months to refer the matter to the Financial Ombudsman Service:
The Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR
Telephone: 0300 1239 123 or 0800 0234 567
Email: [email protected]
Complaints for claims should be sent to:
The Managing Director
ETI
Afon House
Worthing Road
Horsham
West Sussex
RH12 1TL
Email: [email protected]
If you have a problem with the app, or any feedback, please email us at [email protected] and we’ll try and help you resolve the issue for you.
You can manage your marketing preferences in the app. We’ll still contact you about important changes to your policy if you opt out of receiving marketing.