Coronavirus Update & FAQs

We’re currently experiencing extremely high call volumes, if you need to know more about your cover and the COVID-19 outbreak, please read more.
  • 24/7 access to UK based GP
  • Cover for 1,000's of medical conditions
  • £10m medical cover
  • 14 Day Cooling Off Period

Contact Us

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

Please visit our dedicated claims process page 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

Get Going strive to provide the best customer service, however during peak seasons our phone lines can become extremely busy. To help our customers reach us quickly and easily, we have put together this quick list to explain the different methods of contacting us and finding the information you need without hassle.

If you are trying to contact us, the alternatives listed below may answer your query quicker than calling our customer service centre:

FAQs

If you have a question about Get Going or your policy, you may be able to find the answer in our FAQs section.

Live Chat

If you can’t find the answer to your question in our FAQ section, rather than give us a call, try our Live Chat option. A member of our customer service team will be on hand and happy to help.

Send us a message

If Live Chat isn’t available or your request isn’t urgent, send us message using the contact form below. A member of our customer service team will pick up your query and respond with 48 working hours.

Online form

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

If your question isn’t urgent, save yourself time on the phone by filling out the form below with your details and query.
A member of the team will respond to you within 48 working hours.

Phone

If your query is urgent and you would prefer to speak with a member of the customer service team, you can reach the team on 0333 999 2678 – we recommend trying alternative contact methods first, as our phone lines can get quite busy. We are open 8am-6pm Monday-Friday and 9am-5pm Saturday – Sunday (On Bank Holidays, Easter Sunday and Christmas Day we are closed).

We would like to sincerely apologise for any delays or inconvenience caused by our busy phone lines, but we can assure you we will be doing our best to answer your call or query as quickly as we possibly can. Please see the graphs below for more information on our busiest hours in our customer service centre.

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FAQs

If you have a question about Get Going or your policy, you may be able to find the answer in our FAQs section

FAQs

Live Chat

If you can’t find the answer to your question in our FAQ section, rather than give us a call, try our Live Chat option. A member of our customer service team will be on hand and happy to help.

Live Chat

Send us an email

If Live Chat isn’t available or your request isn’t urgent, send us an email at: info@getgoinginsurance.co.uk. A member of our customer service team will pick up your query and respond with 48 working hours.

Gadget Claims

If you need to make a claim on your gadget and mobile phone policy, please check your policy wording to check your gadget provider:

– For policies purchased before 1st February 2020 – Please call +44 (0) 333 999 2698 and follow the options to speak to the Bastion Claims Team. You can also contact them by email: gadgetclaims@directgroup.co.uk or you can set up your claim online by clicking here.

– For policies purchased on or after 1st February 2020 – Please call +44 (0) 203 829 6678 and follow the options to speak to the tifgroup/Taurus Claims Team

You can also contact them online by clicking here or via email: tifg.tiga@taurus.gi

End Supplier Failure

If you need to make a claim on your end supplier failure section of the policy, and you purchased your policy after 6th October 2019 please email: Insolvency-claims@ipplondon.co.uk or contact them by calling: +44 (0)345 266 1872

If your policy was purchased before 5th October 2019, please email claims@affirmainsurance.com or call +44 (0) 203 824 0705 and press 2 to speak to the MGACS claims team.

All Other Claims - Claim Forms

To get your claim started, we’ll need you to complete a claim form – you can download a copy by visiting the Claims Information page.

All Other Claims - Phone

For all other claims queries, please call 0333 999 2698 and press 3 to contact Travel Claims Facilities. They are open 8am -6pm Monday-Friday and 9am – 1pm on Saturdays.

All Other Claims - Email

You can send the claims team an email by using the form below:

Email the Emergency Assistance Team

Send an email to the Emergency assistance team using the contact form below:

Complaints

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

Alternative contact numbers

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