Make a Claim
If the unfortunate should happen on your trip, we're here to help make your claim journey as stress-free as possible.
If you need to make a claim on your travel insurance, simply download, print and complete the appropriate from and return with all supporting documentation to the address below.
Airlines cancelling flights due to staffing issues and delays at airports.
When an airline cancels a flight you are entitled to certain refunds and compensation from the airline.
We ask that before you contact us in relation to costs arising from the recent spate of flight cancellations that you first directly approach your airline, tour operator or packaged holiday organiser.
If you are unable to get a refund or compensation from any of the above companies and you paid for your trip with a credit card you may also be able to recover your costs through section 75 of the Consumer Credit Act or via a 'chargeback claim'.
Our claims teams are currently handling a large volume of calls and cases and we would appreciate your patience as there may be a delay in responding to calls or claims submitted.
Our 24-hour medical emergency helpline remains open and operating as normal, but we would politely remind customers that this line should only be used for medical emergencies when travelling.
If you're abroad right now and need emergency assistance use the numbers below, any time of day or night:
If you are anywhere except the USA, Canada or Mexico
If you are in the USA or Canada
If you are in Mexico
Before you make a claim
ORIGINAL DOCUMENTS MUST BE PROVIDED. WE CANNOT ACCEPT PHOTOCOPIES, SCANNED OR FAXED DOCUMENTS, UNLESS SPECIFICALLY AGREED BY US.
- The Travel Insurance Certificate together with the receipt issued by the Travel Agent showing payment of the Insurance Premium.
- The Tour Operators or Travel Providers booking document(s) showing the total cost of the holiday.
- Travel Tickets (Airline/Ferry/Coach etc.)
- Your Travel Itinerary
A photocopy of your passport page showing your photograph, name and date of birth
(This is only required to verify the identity of the claimant(s))
- Documents to support any discount given to you for your Travel Arrangement
Please read our guide before making a claimGuide to Making a Claim
For all Travel claims
(except: Gadget, Financial Failure or Legal Costs and Expenses, see below)
Contact: starttravel.co.uk Claims, 308-314 London Road, Hadleigh, Benfleet, Essex, SS7 2DD
Here you will be able to submit your claim online for all claims other than those shown below.
If you’re unable to submit your claim online you can also contact us using the following:
Tel: 0330 175 7856 (local rate call)
We can send You a claim form either by post or by email or You can download one from www.csal.co.uk/claim-forms
Claims forms for download:
- Cancellation Expenses
- Curtailment Expenses
- Medical Expenses and Medical Disablement
- Personal/Business Effects, Money and Documents
- Personal Liability
- Travel Delay & Travel Disruption
- Ski Equipment, Ski Hire, Ski Pack & Piste Closure
Please return your fully completed form(s) to starttravel.co.uk, care of ERGO Insurance Services, PO Box 9, Mansfield, Nottinghamshire, NG19 7BL