Contact Us

If you are an existing customer, and want to know how coronavirus affects your policy or claim, please visit our dedicated FAQs page.

Are you looking to claim for cancellation costs that you have already incurred?

To start your cancellation claim, please click here

To find out about our claims process, please click here

If your travel company has cancelled your trip

If your travel company or airline has cancelled your booking due to the coronavirus outbreak, it is their responsibility to offer you either alternative options or a refund.

We can either:

• Change the dates on your policy  to reflect your amended holiday dates. We will not charge an admin fee, but please note there may be an increased cost to your policy if you extend your trip duration or change the World area you are travelling to. Amend your policy dates by completing the online form below.
• We can cancel and refund your policy. Please note, we can offer you a full refund on your policy if you wish to cancel within the 14-day cooling off period. If you cancel after 14 days, standard terms and conditions apply, click here to read our cancellation T&Cs

Cancel policy

At Alpha we are passionate about providing the best customer service possible. Given the changing advice, travel restrictions and evolving COVID-19 situation, as you can imagine, our teams have been overwhelmed and need a little time to respond to everyone.

We are working hard to support you all; please bear with us and do watch our social media channels and website for further updates. We will post all our news and updates there and so this should give you all the answers you need.

To ensure we can prioritise help to customers who are currently abroad, please only contact us directly if:

• You are in an emergency medical situation abroad please call 0333 003 7388 or email assistance@tifgroup.co.uk 
• You are travelling within the next 72 hours and have an urgent change needed to an existing policy

The team here at Alpha Travel Insurance don't just want to meet but exceed your customer service expectations. During peak periods, we appreciate it's frustrating for you to wait on hold in what seems to be a never-ending phone queue - But, did you know that most of the questions we get can actually be answered online?

If you have already purchased a policy and would like to view, download or resend your policy documents, you can create a FREE customer area account to access these whenever, wherever! Simply create an account using the email address and date of birth (for lead traveller) used when purchasing your policy.

If you’ve already completed a quote or received your renewal notification but would like to make some changes before you purchase, you can edit your quote details, add options and more online! Simply enter your quote reference and email address used when creating your quote.

If you need help with anything else, check out the following information that could help you find the answer you need:

We sincerely apologise for any inconvenience that delays in responses to calls and emails might cause; please rest assured that we are working our way through your correspondence as quickly as we possibly can and thank you for your patience.

Please note that should you need to make a claim or require emergency medical assistance whilst abroad, you will always be able to get in touch with our Claims and Emergency Assistance Departments quickly. Both of these departments operate on separate telephone lines to our call centre and are therefore not impacted by the high volume. (However, please be aware that these lines can get busy during peak-holiday periods!)

Claims on the Gadget Insurance extension:

• If you need to make a claim on your Gadget Insurance, please contact your relevant gadget insurer (check your policy documents if you're unsure)
• If you purchased your policy as of 1st November 2019: Tifgroup/Taurus If you want to log a new gadget claim, you can do so online by clicking here. Otherwise, you can contact Taurus using the details below;
• +44 (0) 203 829 6678 and follow the options to speak to the Taurus Claims Team or email them on: tifg.tiga@taurus.gi
• If you purchased your policy prior to 1st November 2019: Bastion Insurance If you want to log a new gadget claim, you can do so online by clicking here. Otherwise, you can contact Bastion using the details below;
• +44 (0) 203 824 0705 and follow the options to speak to the Bastion Claims Team or email them on: gadgetclaims@directgroup.co.uk

Claims in relation to Scheduled Airline Failure :

• If you need to make a claim and you purchased your policy after 1st May 2019 please contact us at claims@tifgroup.co.uk 
•  If you need to make a claim on your End supplier extension and you purchased your policy prior to 31st April 2019, please email claims@affirmainsurance.com or call +44 (0) 203 824 0705 and press 2 to speak to the MGACS claims team.

For all other claims :

• Please contact our claims team by clicking on the buttons below. To start a claim, 'simply click start a claim'!

Medical Declaration

If you need to add a medical declaration to your policy, you can do that by giving us a call or going through the online screening process here.

 

Customer Service

If you want to start a claim, or have a claims query please visit our Claims information page.

If you don't have the time to read through the above right now or have a specific query, then please complete the online form below and our friendly and knowledgeable staff will be delighted to help you with anything travel insurance related!

 

Write to us:

The Customer Services Manager
tifgroup,
1 Tower View,
Kings Hill,
West Malling,
Kent.
ME19 4UY.

If you would prefer to pick up the phone and chat with one of our customer service representatives, then the number you need is: 0333 999 2676

We are open 9am-6pm Monday-Friday and Saturday-Sunday 9am-5pm. On Bank Holidays, Easter Sunday and Christmas Day we are closed.

 

Please see the charts below for information on peak and quieter call times:

 

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Complaints

If you would like more information on our complaints process or submitting a complaint, please visit this page.