Key contact details for existing customers
How to get in touch should you need to renew, make changes to your policy or make a claim.
Travel Insurance
If you have a question about COVID-19 Coronavirus
We’re taking steps to ensure that we continue to respond to all customer queries during the global COVID-19 Coronavirus outbreak. If you have a question about your policy, our Coronavirus Frequently Asked Questions (FAQ) page may have all the information you need and we’re updating them regularly, based on the type of queries we’re receiving from our customers. So please take a look before deciding whether you need to get in touch.
Click here to view our Coronavirus FAQs
If you are unable to find the information you need in our FAQs, please send an email to: customer.services@columbusdirect.com
As we’ve taken measures to put the safety of our staff first, we’re not able to support customer service calls at present. However, we are working hard to respond as soon as we can to all emails, but please note that our response times may be longer than usual. We are sorry for any inconvenience, and we appreciate your understanding.
For all other enquiries
To help us respond to urgent customer queries, we ask you to check our Travel Insurance FAQ page first before deciding to get in touch. It can help with most things – whether that’s a question about buying a policy, how to make changes to your cover, or how to make a claim.
Click here to view our Travel Insurance FAQs
If your query isn’t listed, please send an email to customer.services@columbusdirect.com.
How to renew your policy
If we have sent you a renewal invitation and have offered to renew your policy automatically
There’s nothing to do. We’ll collect payment by the date specified in your email or letter and send your new policy documentation to you.
If we have sent you a renewal invitation but haven’t offered to renew your policy automatically
It’s still easy to renew. If you’ve received an email from us, you may be able to click on a link to view your quote and renew online. If your invitation does not contain a link, you can simply get a quote and purchase a new policy online. Enter your policy start date as the day after your current policy expires to ensure continuous cover.
If you need to declare a pre-existing medical condition on your policy
Click on the link within your renewal invitation to go through medical screening and pay for your policy online.
Making changes or cancelling your renewal
If you have a query about renewing your policy our FAQ page may be able to help you. If you wish to cancel your renewal, make changes, or have a query which is not featured on our FAQ page, please send an email to customer.services@columbusdirect.com.
Claims
You can now make a claim online - to start your claim click here.
Our online claims portal is open 24/7, with an immediate decision available for certain claims.
- +44 (0)208 865 1654
- claims@columbusdirect.com
- 9am- 5pm Monday – Friday
View Policy Wording
Request your Policy Documentation
Have you lost or misplaced your travel insurance documentation? Don’t worry; request a copy of your documentation by filling in your details below and clicking submit. Your policy documentation will then be sent to you by email within a matter of minutes.