Travel insurance FAQs

Can I cancel my travel insurance?

There’s a 14 day cooling-off period after you've bought your travel insurance.

If you contact us within this cooling-off period, you’re entitled to a full refund if you have not:

  • travelled,
  • made a claim on the policy.

This does not apply to any single-trip policies that end less than 31 days after you bought them.

Claim your refund

To cancel your travel insurance and claim your refund, you will need to get in touch by:

  • email,
  • sending a letter to Co-op Travel Insurance, Maitland House, Warrior Square, Southend-on-Sea, SS1 2JY,
  • calling us on 0330 400 1626^.

Lines are open:
8am - 10pm Mon - Fri
9am - 5.30pm Sat - Sun

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I don't have receipts for my personal items. Can I still make a claim?

We recommend that you keep your receipts for proof in the event of a claim.

If you have not got receipts or other proof of ownership, a 10% deduction applies to items with a value over £100 for:

  • age,
  • wear and tear,
  • loss of value.

To find out more, get in touch with our claims team on:

  • +44 203 362 2450from abroad
  • 0330 400 1505from the UK.

Lines are open 9am - 5pm Mon to Fri.

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I've lost my documents. How do I retrieve them?


You can retrieve your documents online. Enter your quote number and email address to access your documents.

By post

If you:

  • would like your documents resent through the post
  • have forgotten your quote number
  • have any other problems accessing your documents online.

Please get in touch on 0330 400 1626^

Lines are open:
8am - 10pm Mon - Fri
9am - 5.30pm Sat - Sun

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Where can I use the cashless medical expenses service?

We offer cashless medical expenses in many locations throughout the world.

You don’t have to pay anything beside your policy excess if you need medical treatment whilst you’re on holiday.

Not all travel insurance gives you this reassurance.

When you need medical treatment, call us on +44 203 362 2450^ and we’ll let you know if the service is available where you are.

Lines are open 24 hours a day, 7 days a week.

This service is available in many tourist destinations including the most popular ones such as Spain, Greece, Cyprus, Turkey, Bulgaria and USA.

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How do I change the contact details on my policy?

If you need to, you can change the name of any of the travellers before you go.

We can only change the name of a traveller if their new name is on their passport.

We cannot replace travellers with another person.

To make a change to your name or address, get in touch on 0330 400 1626^.

Lines are open:
8am - 10pm Mon - Fri
9am - 5.30pm Sat - Sun.

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I have pre-existing medical conditions. Can I get cover for these on my policy too?

You can tell us about your conditions using our online medical screening system when you get a quote.

If you’d prefer to speak to one of our friendly agents, call us on 0330 400 1626^.

Lines are open:
8am - 10pm Mon - Fri
9am - 5.30pm Sat - Sun

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I am having trouble paying online. Can you help me?

If you're having trouble paying for your travel insurance online, make sure you check that:

  • you've entered the correct card number,
  • the expiry and/or valid from date is correct,
  • you've entered the correct security code (CVC).

The CVC code is the last three digits shown on the back of your card over the signature strip.

If you're paying with an American Express card, the CVC code is the 4 digit number on the front of the card.

If you're still having problems trying to pay, please get in touch on 0330 400 1626^.

Lines are open:
8am - 10pm Mon - Fri
9am - 5.30pm Sat - Sun

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What countries do Co-op Travel Insurance policies cover?

Co-op Travel Insurance breaks down policies into the following geographical areas:

Area 1: UK except the Channel Islands*

Area 2: Europe plus**

  • Egypt,
  • Morocco,
  • Tunisia,
  • Russia,
  • Ukraine.

Area 3: Worldwide except***

  • USA,
  • Canada,
  • Mexico,
  • the Caribbean.

Area 4: Australia and New Zealand

Area 5: Worldwide.

If you're unsure which area your trip falls into, get in touch on 0330 400 1626^.

We will not cover trips to places the Foreign and Commonwealth Office advise against visiting. You can check which countries are on this list online.

* For trips within Area 1 there must be at least 25 miles between your home and your booked accommodation.

** Europe - Albania, Andorra, Austria, The Azores, The Balearic Islands, Belarus, Belgium, Bosnia, Bulgaria, The Canary Islands, The Channel Islands, Corsica, Crete, Croatia, Cyprus, Czech Republic, Denmark, Egypt, Estonia, Finland, France, Germany, Gibraltar, Greece, Hungary, Iceland, Italy, Kosovo, Lapland, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia, Madeira, Malta, Moldova, Monaco, Montenegro, Morocco, Netherlands, Norway, Poland, Portugal, Republic of Ireland, Romania, Russia, San Marino, Sardinia, Serbia, Sicily, Slovakia, Slovenia, Spain, Sweden, Switzerland, Syria, Tunisia, Turkey, Ukraine and the Vatican City.

Algeria, Israel, Jordan, Lebanon and Libya are not included in our European policies. You need a Worldwide policy for travel insurance in these countries.

*** Caribbean - Anguilla, Antigua and Barbuda, Bahamas, Barbados, Bermuda, Cayman Islands, Cuba, Dominica, Dominican Republic, Grenada, Guadeloupe, Haiti, Jamaica, Martinique, Montserrat, Netherlands Antilles, Puerto Rico, St Kitts and Nevis, St Lucia, St Vincent and the Grenadines, Trinidad and Tobago, Turks and Caicos Islands, Virgin Islands (British) and Virgin Islands (US).

Lines are open:
8am - 10pm Mon - Fri
9am - 5.30pm Sat - Sun

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What is a personal accident?

A personal accident is one that happens on your trip. If it causes permanent disability within 12 months we'll pay for:

  • your permanent total disability caused by an accident during your trip that:
    • stops you from working in any UK job you’re qualified for,
    • lasts for 12 months,
    • our medical advisor believes isn't going to improve at the end of those 12 months.
  • the permanent loss of use of one or more of your limbs, at or above the wrist or ankle,
  • irrecoverable loss of sight in one or both eyes for a period of at least 12 months.

If you die, we'll pay up to the amount shown below:

Death benefit Bronze Silver Gold Platinum
aged 18 to 65 £5,000 £7,500 £10,000 £25,000
aged under 18 £2,500 £2,500 £2,500 £2,500

We’ll pay you, your executors, or administrators up to the maximum limit as defined by your policy.

What activities are covered with your winter sports travel insurance?

We cover all these activities in our winter sports travel insurance:

  • bobsleighing*,
  • cat skiing,
  • cross country skiing,
  • downhill skiing*,
  • freestyle skiing*,
  • glacier walking or trekking (under 2000m),
  • glacier walking or trekking (over 2000m but under 6000m)*,
  • heli-skiing*,
  • ice climbing under 100m (fully supervised)*,
  • ice fishing,
  • ice hockey*,
  • luge on snow/ice*,
  • monoskiing,
  • off-piste skiing or snowboarding (except in areas considered to be unsafe by resort management),
  • recreational ski or snowboard racing,
  • skeleton bob*,
  • ski acrobatics*,
  • ski bob racing*,
  • ski racing or training (non-professional)*,
  • ski stunting*,
  • ski touring (with a guide),
  • ski or snowboard fun parks*,
  • skiing,
  • snow mobiling*,
  • snowboarding,
  • tobogganing.

Activities marked with* carry an increased medical excess of £250.

Cover under the personal accident and personal liability sections does not apply.

You will not be covered if you take part in ski flying, ski jumping or ski mountaineering.

If you have any further questions, please get in touch on 0330 400 1626^.

Lines are open:
8am - 10pm Mon - Fri
9am - 5.30pm Sat - Sun

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What do I do if Brexit causes me delays?

Tour operators and airlines are likely to provide guidance if disruption is expected. Make sure you follow their advice and ensure you allow plenty of time to check in and to clear customs. If you find yourself delayed, or having to abandon your trip, through no fault of your own, you may be covered if you have taken out disruption cover. Make sure you keep any receipts from your delay and any documentation you get from airline or authorities. Plus, if you can, take photos of any queues or flight boards showing delays.

What if I decide not to travel?

If you need to cancel your trip before your departure date, make sure it’s for one of the reasons outlined in the cancellation section of cover.

Our policies don’t cover cancellations because you decide not to travel. If your airline or tour operator cancel your trip, try to claim any money back directly from them or from your credit card, as we’ll only consider eligible costs that you can’t get back from elsewhere.

What do travellers need to look out for in a policy, if one is taken out after Brexit?

Customers should always look for a policy that’s right for their specific needs. Ideally a policy should at least:

  • give you appropriate cover limits,
  • cover your destination,
  • cover you for the duration of your trip,
  • cover all the activities you want to do,
  • cover your medical conditions.

 After Brexit however, there may other things you need to be mindful too. For example;

  • if we’re no longer able to use the EHIC, will your policy give you adequate medical coverage in Europe?
  • if there are delays or disruption due to Brexit, will your policy provide any cover for that?

Like everyone else, we’re still waiting to see exactly what impact Brexit will have on travelling overseas. So we’ll update the answer to this question as things become clearer.

The underwriter behind the insurance policy is Spanish, will this have any effect on the policy post Brexit if there is no deal?

Just in case there is a no deal Brexit MAPFRE ASISTENCIA has made provisions to ensure we can continue to operate in the UK. This means there will be no disruption to cover.

If you’ve got further questions, we found these sites helpful:

  • for further travel advice, try ABTA
  • for passport info, go to
  • for info about driving in Europe after Brexit, ABI can help.

Will the cost of travel insurance rise as a result of Brexit?

The price for an existing policies won't change, but it’s possible future premiums may go up but we don’t know yet. There are a number of factors that could potentially cause us to increase our prices.

An example of one of those factors is the possible loss of EHIC. At the moment some customers are being treated for free in Europe with EHIC, but without it, that cost will be passed on to travel insurers which could force prices up.

Are there any exclusions?

There are some exclusions that apply to the cover.

You'll find details in the policy wording booklet.

How are my policy documents delivered?

We can deliver your policy documents by:

  • post (5 to 7 working days),
  • email (5 minutes),
  • text message.

If you need your documents in Braille or other formats please get in touch on 0330 400 1626^

Lines are open:
8am - 10pm Mon - Fri
9am - 5.30pm Sat - Sun

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Post-Brexit, will I even need travel insurance?

Yes! Unfortunately things can still go wrong in a post-Brexit world; luggage can still go missing, people can still have accidents or become unwell etc. so it’s always worthwhile to take out travel insurance.

Do I need to get a European Health Insurance Card before travelling?

All European Union citizens can receive inpatient treatment in state-run hospitals in the EU.

To get treatment you need a European Health Insurance Card (EHIC).

You can apply for this before you go by completing an online application form.

If you're admitted to a public hospital, you should present your EHIC to the hospital staff. If you are unable to do so, you must co-operate with the hospital so you can get one.

There's no excess to pay if you show your EHIC when getting treatment in the EU.

Please make every effort to get in touch with us on +44 203 362 2450^ before you have any treatment. We're available 24 hours a day, 7 days a week.

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Am I covered for foreseen events?

We cannot cover you against events known about at the time you:

  • booked your holiday,
  • bought your travel insurance.

For example, planned strike action or forecasted weather conditions.

Am I covered for bungee jumping when I go travelling?

Yes, you're covered for up to 3 bungee jumps on all our travel insurance policies.

What country is Lapland in?

Lapland stretches across Finland and Sweden.

You'll need a European travel insurance policy.

Would travel insurance cover travellers if they faced problems, for instance: flights were cancelled, or they ended up missing their hotel check-in?

For customers who already have a policy, or who buy before the consequences of Brexit are clear, their policy will cover them for any claims for travel delay or cancellation of flights in line with their policy terms and conditions. Once the outcomes of Brexit are clear, we’ll update our advice.

What ages do I put down when getting a quote?

Please give us your current age on the day you buy your policy.

It does not matter if you have a birthday afterwards.

Will the terms and conditions of my current policy change when we leave the European Union?

If you already have a policy with us we won’t change the terms and conditions during its lifetime. However, we may need to change the T&Cs of our policies after Brexit. We’ll make sure any changes we make are clear.

Can I get cover if I’m pregnant?

We cover any complication of pregnancy.

This means any:

  • illness,
  • injury,
  • complication.

that could not happen if you were not pregnant.

For example:

  • pre-eclampsia,
  • gestational diabetes.

Cover applies if:

  • you become pregnant after we sold you the policy,
  • you’re more than 32 weeks pregnant (24 for twins or more).

If you make a claim for any medical costs, we’ll ask for confirmation from your doctor that you were fit to travel.

You cannot claim for cancelling your trip if you’re between 33 and 40 weeks pregnant.

For further information, get in touch on 0330 400 1626^.

Lines are open:
8am - 10pm Mon - Fri
9am - 5.30pm Sat - Sun.

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Do you cover mountain rescue?

We’ll cover you for mountain rescue if you've :

I have a European Health Insurance Card. Do I still need travel insurance?

The European Health Insurance Card (EHIC) allows EU citizens free or reduced cost emergency treatment in:

  • the EU (excluding North Cyprus),
  • Iceland,
  • Liechtenstein,
  • Norway,
  • Switzerland.

The EHIC may not always provide enough cover.

For example, if you are taken to a private clinic in a private ambulance, the EHIC will not cover you.

The EHIC also does not cover the cost of repatriation if you need to be flown back to the UK due to accident or illness.

For these reasons, it's sensible to take out travel insurance as well.

If cover is refused for my pre-existing medical condition, am I still covered?

We will not refuse your claim outright.

The Consumer Insurance (Disclosure and Representations) Act 2012 applies if you did not tell us about all your conditions.

This is the law that sets out how we should handle such claims.

We’ll work out how much we would have charged you for the policy if you told us about all your conditions when you bought the policy.

We’ll then settle your claim proportionately.

For example, If you paid £50 for your policy but we would have charged you £100, we’d pay 50% of any claim.

What is the maximum age you can insure up to?

We do not have a maximum age limit.

There are restrictions on the length of time you can travel if:

  • you or anyone named on the policy are aged 66 or over at the date you buy the policy,
  • if you're aged 66 or over, no single trip can last for longer than 31 days on single trip or annual multi trip policies,
  • or if you’re over the age of 90, please get in touch on 0330 400 1626^ for a quote.

Lines are open:
8am - 10pm Mon - Fri
9am - 5.30pm Sat - Sun

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Am I covered for white water rafting when I go travelling?

All our travel insurance policies cover grades 1-4 white and black water rafting.

If you'll be doing grade 5 or 6 white or black water rafting you'll need to add hazardous activities cover:

  • when you buy your policy
  • by getting in touch on 0330 400 1626^.

This gives you up to 15 days cover for this activity per year.

Lines are open:
8am - 10pm Mon - Fri
9am - 5.30pm Sat - Sun

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What is a pre-existing medical condition?

A pre-existing condition is one that:

  • your GP has diagnosed
  • you take preventative medication (such as statins) for
  • you've seen your GP about in the past 2 years (or 5 years for cancerous conditions).

If you take regular medication or have been to see your GP in the past 2-years, it's likely that we need to know about it.

We don't cover any symptoms that:

  • have not been diagnosed
  • are under investigation.

We don't cover anyone who is:

  • receiving or waiting for medical tests
  • waiting for treatment for any medical condition
  • travelling against the advice of a medical practitioner
  • travelling to get medical treatment abroad.

You must let us know about any pre-existing medical conditions. You can use our quick and easy online medical screening system or get in touch on 0330 400 1626^.

Lines are open:
8am - 10pm Mon - Fri
9am - 5.30pm Sat - Sun.

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