Travel Insurance Help
*Important Update on Flybe - Click to Read*
Important Contacts
All calls are charged at your standard rate
To Make a Claim:
Emergency Assistance – available 24 hours a day, 7 days a week
WHSmith Travel Assistance +44 (0) 1403 788699
Toll-Free from USA and Canada : 1-844-780-0494
Mexico : +1-819-780-0494
Non-Emergency
WHSmith Travel Insurance Claims Service:
+44 (0) 1403 788698
Monday - Friday: 9:00-17:00, Saturday/Sunday: Closed
email: info@csal.co.uk (expect a response within 5 working days)
To submit a claim online: www.submitaclaim.co.uk/WHSmith
To Speak to a WHSmith Insurance Customer Assistant:
Customer Helpline:
+ 44 (0) 1702 427196
email: whsmith@csal.co.uk (expect a response within 3 working days)
Monday - Friday: 9:00 - 17:30, Saturday: 9:00 - 17:00, Sunday: Closed
Insurance FAQs
Existing Customers:
- How Do I Obtain a Copy of my Policy Documents?
- How Do I Log into My Account?
- How Do I Make a Complaint?
- How Do I Speak to Someone About my Insurance Policy?
- Can I Get a Refund on my Travel Insurance?
- How Do I Unsubscribe from Marketing?
Existing Customers:
How Do I Obtain a Copy of my Policy Documents?
A full set of policy documents will be sent to your email address when you buy an insurance policy. You can access your documents and further information at any time by logging into your account: Log In
How Do I Log into My Account?
You can log in using the email address and password that you used to set up the account. Simply follow this link: Log In
How Do I Make a Claim?
You can make a claim either by phone or online:
To Make a Claim:
Emergency Assistance – available 24 hours a day, 7 days a week
WHSmith Travel Assistance +44 (0) 1403 788699
Toll-Free from USA and Canada : 1-844-780-0494
Mexico : +1-819-780-0494
Non-Emergency
WH Smith Travel Insurance Claims Service:
+44 (0) 1403 788698
Monday - Friday 9:00-17:00, Saturday/Sunday – Closed
email: info@csal.co.uk (expect a response within 3 working days)
To submit a claim online: www.submitaclaim.co.uk/WHSmith
How Do I Make a Complaint?
We aim to provide the best possible standards of service but recognise that things can sometimes go wrong. If you have a complaint, please write to us stating your name as shown in your policy schedule, your policy number, and - if your complaint is about a claim - the claim number. Complaints should be addressed to:
The Managing Director Ergo Travel Insurance, Afon House, Worthing Road, Horsham, West Sussex RH12 1TL, England
Email: contact@ergo-travel.co.uk
Web: www.ergotravelinsurance.co.uk/complaints-procedure
The “Legal Costs and Expenses” section of Your Policy is insured by DAS Legal Expenses Insurance Company Limited. If You wish to complain in relation to this particular section, please forward details of your complaint to: Customer Relations Department, DAS Legal Expenses Insurance Company Limited, DAS House, Quay Side, Temple Back, Bristol BS1 6NH Email: customerrelations@das.co.uk Tel: 0344 893 9013
If you feel your complaint hasn’t been resolved to your satisfaction, you should contact: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR. Email: complaint.info@financial-ombudsman.org.uk Tel: 0800 023 4567
Full details of their impartial complaints procedure can be found on their website: www.financial-ombudsman.org.uk. The Financial Ombudsman Service can only deal with Your complaint after You have followed Our full complaints procedure. If You use Our complaints procedure or complain to the Financial Services Ombudsman, Your right to take legal action against Us is not affected. If You have purchased Your Policy on-line, the European Commission has set up an online platform where consumers can register a complaint. You can find this platform at: http://ec.europa.eu/odr It will ensure You can complain to the right Alternative Dispute Resolution Body. In the UK this is the Financial Ombudsman Service (FOS).
How Do I Speak to Someone About my Insurance Policy?
If you need to speak to someone about your travel insurance policy, call our Customer Helpline:
+ 44 (0) 1702 427196
email: whsmith@csal.co.uk (expect a response within 3 working days)
Monday to Friday 9:00 – 17:30, Saturday 9:00 – 17:00, Sunday – Closed
Can I Get a Refund on my Travel Insurance?
There is a cooling-off period of 14 days, within which you can decide to cancel your travel insurance policy as long as you haven’t started your trip or made a claim. You will be issued a full refund in this case.
This does not apply to single-trip policies of less than one-month duration. If you cancel such a policy, you may not be entitled to any refund.
Full details of the cancellation policy can be found in the policy wording booklet.
How Do I Unsubscribe from Marketing?
You can unsubscribe from marketing emails at any time by clicking the “unsubscribe” button at the bottom of any marketing email.
Please see your policy documentation for further information
*Please refer to the terms and conditions within your policy wording for full details on coverage, as well as any conditions and exclusions that may apply
Flybe (BE) Directive – ERGO
30th January 2023
Direct booking with an airline
If you booked directly with FlyBe and paid by credit card you may be protected under Section 75 of the Consumer Credit Act 1974 and should contact your card issuer for further information. Similarly, if you paid by debit or charge card you should contact your card issuer for advice as you may be able to make a claim under their charge back rules.
Booked through an Airline Ticket Agent
If you booked your ticket through an airline ticket agent, you should speak to the agent in the first instance; they may have provided travel insurance that includes Scheduled Airline Failure Insurance (SAFI) or taken out their own SAFI cover which will enable them to refund or cover the cost of a new ticket to get you home if you are currently abroad.
If you did not book directly with FlyBe and purchased your tickets through an intermediary, you should contact your booking or travel agent in the first instance.
Scheduled Airline Failure Insurance (SAFI)
Some of our Travel Insurance policies will include Scheduled Airline Failure Insurance (SAFI) or End Supplier Failure Insurance (ESFI) which will cover the Financial Failure of either the Airline or other End Supplier. In the event of cover being included within your Travel Insurance policy you should contact IPP (International Passenger Protection) in order to make a claim.
If you have a Travel Insurance Policy that includes either SAFI or ESFI through International Passenger Protection Limited (IPP) then please use the following contact details below, you can also make a claim online.
Please note in the first instance you will be expected to refer to your Bank or Credit Card provider as outlined above. If you are unsuccessful then please obtain refusal confirmation as part of your claim.
UK resident Insured’s
IPP Consumer Claims at Sedgwick, Oakleigh House, 14-15 Park Place, Cardiff, CF10 3DQ.
Telephone: +44 (0)345 266 1872
Email: Insolvency-claims@ipplondon.co.uk
Website: www.ipplondon.co.uk/claims.asp
Booked with an ATOL holder (Package Holiday)
If you have booked flights or a trip that includes flights with a travel firm (for example a travel agent or tour operator) that holds an ATOL (Air Travel Organiser's Licence) and received confirmation that you are ATOL protected, the travel firm is responsible for your flight arrangements and must either make alternative flights available for you so that your trip can continue or provide a full refund. If you are abroad, it should make arrangements to bring you home at the end of your trip. Contact the ATOL travel firm for more information.
Civil Aviation Authority
The Civil Aviation Authority (CAA) have collated a number of airlines who have special fares for Flybe customers. Please see the below link:
https://www.caa.co.uk/news/flybe-travel-arrangements-advice/
Travel Insurance – extension of cover
WH Smith Insurance Services Customers with Single Trip travel insurance policies who remain abroad past their original return as planned date due to flight cancellations can extend their policies free of charge for 72 hours past the original return date. Any extension longer than 72 hours may be subject to any additional premium for the additional days on cover.
Travel Insurance – transfer of cover to a new trip
WH Smith Insurance Services Customers with Single Trip travel insurance policies who wish to rebook their holiday will be allowed to amend their existing policies to cover their new trip if this trip is to take place within the next 6 months and subject to any additional premium that may be applied.
If you have any queries about the insurance products you purchased through the WH Smith website please contact Acrisure UK MGA on 0203 3018366 or email: contact.auk@acrisureuk.co.uk
Acrisure UK MGA Limited is registered in England and Wales (No. 09742763). Registered office: Walsingham House, Ninth Floor, 35 Seething Lane, London, EC3N 4AH. Acrisure UK MGA Limited (FCA No. 835270) authorised and regulated by the Financial Conduct Authority to carry out insurance distribution activities.