Travel insurance claim

To make a claim, you'll need to tell us what you are claiming for, including the amount being claimed and details of the trip.

Travel insurance policy documents

You can use the policy document to specify what help you need. This will help us to process your claim quickly and effectively.

Who provides this cover

FlexPlus Worldwide Travel Insurance is provided by U K Insurance Limited, Registered Office: The Wharf, Neville Street, Leeds LS1 4AZ. Registered in England and Wales No:1179980. U K Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.

Note:

We changed the company that provides end supplier failure cover on 1 July 2023. U K Insurance Limited now handles claims under this section of your FlexPlus travel insurance. This covers you if, for example, the airline or hotel you're using goes out of business. To make a claim under this section, follow the instructions on this page.

Get urgent travel insurance help in an emergency while travelling

24 hours a day, 7 days a week.

Make a travel insurance claim online

You can make and check on outstanding claims using the online portal. For joint account holders, you'll need to register separately and use the address and personal data on your current account when registering.

Make a new travel insurance claim

Monday to Friday, 8am to 6pm.
Saturdays, 9am to 2pm.
Closed Sundays and bank holidays.

Get support with an existing travel insurance claim

Monday to Friday, 9am to 5pm.
Closed weekends and bank holidays.


Breakdown cover claim

What you need to make a breakdown cover claim

If you’re a FlexPlus member, you’ll need to tell the AA:

  • your account number and sort code

  • your name, as shown on your FlexPlus

  • your date of birth

  • your home address

  • the make, model and registration number of the vehicle you’re travelling in.

If you’re an authorised driver but not a FlexPlus member: this means you’ve been given permission by the FlexPlus account holder to drive the vehicle that’s registered to their FlexPlus. You’ll need to tell the AA:

  • your name

  • the name of the FlexPlus account holder, as shown on their account

  • their date of birth

  • their home address

  • the make, model and registration number of the vehicle you’re travelling in.

Note:

There’s no excess to pay and no limit to your call outs.

Breakdown policy documents

You can use the policy documents to specify what help you need. This will help us to process your claim quickly and effectively.

Who provides this cover

FlexPlus UK and European Breakdown Assistance is provided by 3 different insurers: Roadside Assistance, At Home and National Recovery are provided by Automobile Association Developments Limited (trading as AA Breakdown Services), Registered Office: Fanum House, Basing View, Basingstoke RG21 4EA (registered in England and Wales No:01878835); Onward Travel and European Breakdown Cover are underwritten by Acromas Insurance Company Limited, Registered Office: 57 to 63 Line Wall Road, Gibraltar (registered number 88716, Gibraltar); and Accident Assist is underwritten by AA Underwriting Insurance Company Limited, Registered Office: First Floor, Grand Ocean Plaza, Ocean Village, Gibraltar (registered number 106606, Gibraltar). Automobile Association Developments Limited, trading as AA Breakdown Services, is exempt from FCA authorisation under the Financial Services and Markets Act 2000. Acromas Insurance Company Limited and AA Underwriting Insurance Company Limited are registered by the Financial Services Commission, Gibraltar.

Make a breakdown cover claim online

You can make a claim on the AA website.

Download the AA app

You can make a claim on the AA app if you’ve broken down in the UK.

Call for breakdown assistance

24 hours a day, 7 days a week.

UK: 0800 11 88 55
Abroad: +44 1793 54 12 00
Textphone: Prefix either of these numbers with 18001


Mobile phone insurance claim

How to make a claim for a lost or stolen phone

  1. If possible, activate any location finder app or software on your phone. This might help you locate the phone if it’s lost.
  2. Contact your network provider as soon as possible after discovering your phone’s missing. They can bar your SIM.
  3. If the phone has been stolen, report it to the police. You’ll need to give us a crime reference number if you claim for a stolen phone. You can get this from the police.
  4. Make a note of your phone’s make, model and memory size. You’ll also need your IMEI number, which you can get by contacting your network provider. We’ll need to know all of this when you report the phone as lost or stolen to us.
  5. Get proof that the phone belonged to you. This could be a receipt, order confirmation email or document from your provider.
  6. Make a claim either online (opens in a new window) or over the phone using the details at the end of this section.

How to make a claim for a broken or damaged phone

  1. If possible, find out your phone’s IMEI number, make, model and memory size. You can find your IMEI number by typing *#06# into your phone. Or you can contact your network provider to get the IMEI number.
  2. Get proof that the phone belonged to you. This could be a receipt, order confirmation email or document from your provider.
  3. Report the incident to us, either online (opens in a new window) or over the phone using the details at the end of this section.
  4. Before you send your phone to us, remove any locking mechanisms. For example, Find My iPhone or a SIM unlock code.
  5. Send your broken or damaged phone to us for repair using a secure method. You'll need to pay the cost of postage and packaging. Any original packaging, SIM cards, memory cards or other accessories will be destroyed at the repair centre, so please do not send these.

Excess if you claim

Before you make a claim, you should check how much excess you'll need to pay for a successful claim.

The amount of excess you'll need to pay depends on the tier your phone is in, its make and model, and whether you’re claiming for a replacement or repair.

Table showing the amount of excess you'll have to pay.
Phone tier Make of phone Lost or theft replacement Breakdown or damage
Go to store repair Send to us repair
Tier 1 Apple or all other manufacturers £100 £75 £75
Tier 2 Apple £75 £30 £60
All other manufacturers £75 £60 £60

We regularly review which phones are in tiers 1 and 2. To check how much you’ll need to pay before you make a claim, check which tier your phone is in (opens in a new window).

Mobile phone insurance policy documents

Make sure you read and understand the policy documents.

Who provides this cover

FlexPlus Worldwide Family Mobile Phone Insurance has been arranged for Nationwide by Lifestyle Services Group Limited (Financial Services Register No.315245) with a single provider Assurant General Insurance Limited (Financial Services Register No. 202735).

Assurant General Insurance Limited, Registered in England and Wales No. 2341082. Registered Office: Emerald Buildings, Westmere Drive, Crewe, Cheshire, CW1 6UN. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.

Lifestyle Services Group Limited is registered in England and Wales, No.5114385. Registered Office: Emerald Buildings, Westmere Drive, Crewe, Cheshire, CW1 6UN. Authorised and regulated by the Financial Conduct Authority in respect of insurance mediation activity only.

Make a mobile phone insurance claim online

Make a mobile phone insurance claim over the phone

Monday to Friday, 8am to 8pm.
Saturday and Sunday, 9am to 6pm.