Category

Insurance FAQs

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


Before I Buy:



Existing Customers:

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Before I Buy

Do I Need Travel Insurance?

If travelling abroad or in the UK, you should consider the benefits of travel insurance. Securing insurance before your holiday protects against expensive pay-outs, such as delayed flights, medical bills and lost possessions. The Association of British Travel Agents state that 1 in 5 Brits have required some form of medical care while abroad, so getting cover should be considered.

Whilst travel insurance is not a legal requirement, many operators will insist on seeing evidence of appropriate cover being in place before confirming a holiday booking.

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Where can I find terms and conditions for any offers on insurance products?

Any active offers are advertised clearly on our insurance hub, and terms and conditions can be found at the bottom of the page. You can also find full terms and conditions on our promo code help page.

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Why Choose WHSmith Travel Insurance?

It’s quick and easy to get a quote for your requirements with WHSmith travel insurance. Our policy includes Covid-19 cover as standard*, and quick add-ons for cruises, skiing holidays, golf trips, and more. Travellers across airports and train stations choose WHSmith as a reliable destination for their holiday essentials, including travel insurance.

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What are the Different Types of Travel Insurance?

Travel insurance is available either for a single trip or as an annual multi-trip (AMT) policy. The AMT policies allows you take more than one trip during a 12 month period, these trips will have a maximum duration of 31 days.

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What Does Travel Insurance Typically Cover?

Travel Insurance typically covers you in the event of a medical emergency or illness, protection if you have to cancel your trip due you becoming ill with an unforeseen illness, where there is a problem with the trip itself (such as your baggage being delayed) and where your possessions are lost, stolen or damaged while away.

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Does WHSmith Travel Insurance Cover Covid-19 Cancellation?

Yes, WHSmith travel insurance covers Covid-19 cancellation as standard. This means you will be covered if you are diagnosed with Covid-19 in the 14 days before your trip is scheduled to depart, or whilst you’re away. 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.

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What Medical Conditions Do You Cover?

There is a very large list of pre-existing conditions that can be accommodated, but you MUST declare them when taking your policy out during the quotation process. Medical screening can only be done as part of a quotation.

When you get a quotation, you can go through the required medical screening by visiting https://whsmith.quotall.com/ or by calling the medical screening helpline on +44 (0) 1702 427196.

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Can I Take Out WHSmith Travel Insurance if I Don’t Live in the UK?

No – unfortunately WHSmith travel insurance is only available to UK residents.

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Is There an Age Limit on WHSmith Travel Insurance?

For single trip policies, you are covered as long as you are 80 years old or under at the policy start date. For annual policies, you must be 80 years old or under at the start of the policy period.

You must be over 18 to purchase WHSmith travel insurance. Children under 18 (or under 22 and in full-time education) can be included on a policy, however they will only be covered when travelling with the policy holder.

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Can I Buy Travel Insurance at a WHSmith Branch?

No - we only offer travel insurance online or by calling + 44 (0) 1702 427196. Insurance sales is a regulated activity and our in-store staff cannot sell you a policy.

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Where Can I Travel with WHSmith Travel Insurance?

Our travel insurance can be bought to cover a range of travel destinations.

For single trip policies, you will be able to choose travel cover for:

  • UK Only
  • Europe 1
    Albania, Andorra, Armenia, Austria, Azerbaijan, the Azores, Belarus, Belgium, Bosnia Herzegovina, Bulgaria, Croatia, the Czech Republic, Denmark, Estonia, the Faroe Islands, Finland (including Lapland), France, Georgia, Germany, Hungary, Iceland, Ireland (Republic), Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Madeira, Moldova, Monaco, Montenegro, the Netherlands, North Macedonia, Norway, Poland, Portugal, Romania, the Russian Federation, San Marino, Serbia, Slovakia, Slovenia, Sweden, Ukraine, the United Kingdom and the Vatican City.
  • Europe 2
    All countries listed in “Europe 1” plus Cyprus, Gibraltar, Greece (including the Greek Islands), Malta, Spain (including the Balearic Islands and the Canary Islands), Switzerland and Turkey.
  • Rest of the World excluding USA, Canada, Mexico and the Caribbean
  • Rest of the World including USA, Canada, Mexico and the Caribbean

Annual multi-trip policies make the same distinctions, with the exception that they do not offer a UK only cover option. However, cover is provided for UK trips under the policy where a minimum of 2 nights accommodation has been pre-booked.

For full details, please see the policy wording documentation.

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Do I Need Travel Insurance for a UK Trip?

You can buy single trip cover for UK holidays to ensure you’re covered for the same misfortunes that can happen abroad. Travel insurance is not a legal requirement but can protect you from expensive costs whilst away from home.

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How Much is Travel Insurance?

The cost of your travel insurance policy will depend on a wide range of factors, including your age, the activities you intend to take part in, the number of people covered, and whether you’re buying single or annual multi-trip cover. To illustrate, a policy with winter sports cover will cost more than a standard policy.

You can get an accurate quote for the cover you need in minutes for a specific view of the costs.

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When Should I Buy Travel Insurance?

If you take out travel insurance on the same day you book a trip this will ensure that you immediately have cancellation cover. You can buy insurance at any point before your holiday begins.

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What Does Excess Mean?

Excess is the amount that you agree to pay towards any claim you make.

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Can I Buy Insurance over the Phone?

WHSmith travel insurance can be bought online or by calling + 44 (0) 1702 427196

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How Do I Pay for Insurance?

Once you have obtained your quote online, you will be given the option to buy and pay for your policy. You can pay using credit or debit card, Apple Pay or Google Pay.

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Do I Need to Create an Account?

You do not need to set up an account to get an insurance quote, however an account will be created if you decide to buy a policy. This account is held with our insurance provider and is entirely separate from an account on the WHSmith website.

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Who Holds my Data and What are my Privacy Rights?

So that MGAM Ltd and ERGO Travel Insurance Ltd can underwrite, administer, and fulfil their obligations to you under the policy, including providing a claims service, they will need to hold and process personal data you have provided. More details about your rights and how your data is managed can be found here: www.mgamutual.com/privacy and here: https://www.ergotravelinsurance.co.uk/privacy-statement/

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Will WHSmith Have Access to my Data?

No – your data is held by Ergo Travel Insurance and MGAM Limited, WHSmith will not have access to any data obtained through a quote generation or the purchase of a policy.

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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

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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

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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

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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).

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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

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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.

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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

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