Contact Us
If you have any questions about Coronavirus (COVID-19) and how this may affect your policy or claim, please visit our dedicated FAQs page.
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:
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 single trip 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, for example if you extend your trip duration or change the World area you are travelling to. Please note, we cannot move trip dates more than 12 months in advance from the date you originally purchased your policy. Please click here to amend your policy online.
- 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.
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 005 1084
- You are travelling with 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 Information
Claims for Gadgets:
For all policies purchased prior to the 7th March 2022:
If you need to claim for lost, stolen or damaged gadgets such as tablets, photographic equipment and mobile phones, you can start a new claim online by clicking here. Alternatively you can email tifg.tiga@taurus.gi.
For all policies purchased on or after 7th March 2022:
If you need to claim for lost, stolen or damaged gadgets such as tablets and mobile phones, you can start a new claim by calling us on 0333 005 1083
All Other Claims – Phones
For all other claims queries, please call 0333 005 1083 and press 3 to contact the claims team. We are open 9am - 5pm Monday - Friday (On Bank Holidays, Easter Sunday and Christmas Day we are closed).
Scheduled Airline Failure Claims
Claims in relation to Scheduled Airline Failure: If you want to log a claim for end supplier failure, please contact IPP via insolvency-claims@ipplondon.co.uk or call on 0345 266 1872.
Customer Service
Medical Declaration
If you need to add a medical declaration to your policy, you can do that by giving us a call. Our Customer Service team are available:
- Monday - Friday - 09:00 - 18:00
- Saturday - Sunday - 09:00 - 17:00
Customer Service
If you would prefer to speak to a member of the customer service team, please call 0333 005 1079 and hold the line to speak to an operator. We are open 9am - 6pm Monday - Friday and 9am - 5pm Saturday - Sunday (On Bank Holidays, Easter Sunday and Christmas Day we are closed).
Live Chat – Contact us Here Monday - Friday 9am - 6pm and Saturday - Sunday 9am - 5pm (On Bank Holidays, Easter Sunday and Christmas Day we are closed).
You can cancel your policy online by clicking here.
You can amend your policy dates online by clicking here.
Create your FREE account to view, download and resend your policy documents whenever, wherever!
To speak to a member of the emergency medical assistance team please call 0333 005 1084, the team is available 24 hours a day, every day of the year.
Complaints
For more details around our complaints process and submitting a complaint, please visit this page.
