Find out more about our cruise specific benefits available with Free Spirit and Travel Plus.
Travel Insurance to cover for those people who are travelling solo.
We can cover most pre-existing medical conditions and disabilities.
P J Hayman’s range of travel insurance solutions to cover high risks.
Several of our policies cover a range of activities as standard, find out more here.
We have policies that can provide travel insurance for UK only trips.
Top 5 Medical Conditions Covered for Emergency Medical Costs In 2025, 95% of medical condition quotes completed with P J Hayman were accepted, and cover was offered. Getting travel insurance when you have pre-existing medical conditions can be challenging. That’s...
Why is Having Holiday Cancellation Cover Important? Holiday Cancellation Cover is a key feature of a travel insurance policy. If your holiday has to be cancelled unexpectedly, you'll miss the holiday. Yet you'll be compensated for any prepaid costs that can't be...
You've Spoken, We've Listened At P J Hayman, we’re always looking for ways to improve our service. With this in mind, we’ve found a way to make our service as tailored to our clients as possible. Any feedback we’ve received, we’ve taken on board, and where possible,...
All claims and assistance information can be found below. Simply scroll down to find your product and the information is presented in that section. Please ensure that the policy is still active. If not, please contact us for information on prior policies.
Please note that the information below applies to policies purchased from the 1st February 2025. For any policies purchased prior to this, please contact us.
If urgent assistance is required, the Healix Medical Assistance team is available on Tel: +44 (0) 208 608 4254 (or Email: PJHaymanSompo@healix.com).
Callers should quote 'Adventures Travel Insurance' when connected to an operator.
The service is open 24 hours a day, 365 days a year. The call operators are highly trained and can advise on all aspects of assistance, making arrangements for hospital admission, repatriation and medical expenses.
Each operator is a medical specialist who can liaise with doctors and arrange repatriation if medically necessary.
If you require a claim form, please contact:
Claims Department
P J Hayman & Company Limited
Stansted House
Rowlands Castle
Hampshire
PO9 6DX
Telephone: 02392 419 895
Email: claims@pjhayman.com
You should quote ‘Adventures Travel Insurance’ in all communications until you recieve your unique reference number.
We are dedicated to providing you with a high-quality service and want to ensure that this is always maintained. If you feel that we have not offered a first-class service or have any questions or concerns about this Policy or the handling of your claim please contact us, quoting Agreement Reference Number B6151PJHADV2023 and we will do our best to resolve the problem.
If you have any questions or concerns about the insurance or the handling of a claim you should, in the first instance, contact your Scheme Administrator:
Compliance Manager
PJ Hayman & Company Limited
Stansted House
Rowlands Castle
Hampshire
PO9 6DX
Email: customerservices@pjhayman.com
We will aim to resolve your concerns within three (3) business days, following receipt of your complaint. A written Summary Resolution Communication will be provided to you if the complaint is resolved to your satisfaction.
In the unlikely event that you remain dissatisfied, you may be entitled to refer the matter to the Financial Ombudsman Service, free of charge.
If your complaint cannot be resolved within three (3) business days we will send you an acknowledgement letter to explain that your complaint has been escalated to the Head of Compliance, who will investigate your complaint and keep you informed throughout the process.
We will investigate your complaint and provide one of the following within eight (8) weeks of receipt of your complaint:
Referring to the Financial Ombudsman Service:
Should you remain dissatisfied with the outcome of our investigation or we are unable to conclude our investigation within eight (8) weeks, you may be able to refer your complaint to the Financial Ombudsman Service (*if eligible), provided you do so within six (6) months of the date of the Final Response.
The contact details for the Financial Ombudsman are:
Financial Ombudsman Service
Exchange Tower
Harbour Exchange
London
E14 9SR
Customer Helpline: 0800 023 4567 or 0300 123 9123
Email: complaint.info@financialombudsman.org.uk
Visit the Financial Ombudsman Website
The Financial Ombudsman Service may not be able to consider a complaint if you have not provided us with the opportunity to resolve it first, or if you are:
The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and businesses providing financial services. The complaints handling arrangements above are without prejudice to your rights in law.
Please note that the information below applies to policies purchased from December 2024. For any policies purchased prior to this, please contact us.
Please inform the assistance company immediately about any serious illness, injury or accident abroad:
If this is not possible because the condition is life, limb, sight or organ threatening, you should contact them as soon as you can.
You must also tell the assistance company if your medical expenses are over £500.
If the claim concerns a minor illness or accident you should, where possible, pay the costs and reclaim the money from the assistance company upon return.
They are available 24 hours a day 365 days a year by phone or email.
From outside the UK call: +44 (0) 20 8603 9856 or fax: +44 20 8603 0204.
From within the UK, call: 020 8603 9856 or fax: 020 8603 0204.
Email: medical@allianz-assistance.co.uk
On all correspondence please quote the age and policy number of the traveller, and state that it is related to a Coach Plus Travel Insurance policy.
You can contact Allianz Global Assistance UK claims team by phoning them on 0208 603 9958.
Lines open Monday to Friday – 8am to 6pm.
Alternatively, you can email Allianz Global Assistance UK at travel.claims@allianz-assistance.co.uk
You must give them as much detail as possible so they can handle your claim quickly.
You will need to obtain some information to support your claim. Below is a list of actions you will need to take and documents they will need in order to deal with your claim.
Further information and/or evidence may be required by Allianz after your claim has been submitted. If this is the case, they will inform you as quickly as possible.
For all claims you will need:
• Your original trip booking invoice(s) and travel documents showing the dates and times of travel.
• Original receipts and accounts for all out-of-pocket expenses you have to pay.
• Original bills or invoices you are asked to pay.
• Details of any other insurance you may have that may cover the same loss, such as household or private medical.
• As much evidence as possible to support your claim.
We aim to provide you with a first-class policy and service. However, there may be times when you feel we have not done so. If this is
the case, please tell us about it so that we can do our best to solve the problem. If you make a complaint your legal rights will not be
affected.
Complaints regarding the sale of your policy.
Write to: Complaints Manager, P J Hayman & Company Limited, Stansted House, Rowlands Castle, Hampshire PO9 6DX
Phone: 02392 419 833
Email: customerservices@pjhayman.com
For all other complaints
Write to: Customer Service, Allianz Partners, 102 George Street, Croydon CR9 6HD
Phone: 020 8603 9853
Email: customersupport@allianz-assistance.co.uk
If you are not satisfied with the final response you receive, you can refer the matter to the UK Financial Ombudsman Service for
independent arbitration.
Visit the Financial Ombudsman website
Write to: Financial Ombudsman Service, Exchange Tower, London E14 9SR
Phone: 0800 023 4567 or 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
Please note that the information below applies to policies purchased from 1st January 2025. For any policies purchased prior to this, please contact us.
The Euro Plus policy has a 24-hour motor breakdown service provided by Call Assist. In the event of a motor breakdown, accident or theft during your journey (or within 7 days before you leave), the motor breakdown service must be called as soon as possible on:
Outside your home country: +44 (0) 1206 714 335.
Within your home country: 01206 714 335.
If you are deaf, hard of hearing, or speech impaired, please send a text message containing your full name, policy number, vehicle registration, and policy postcode to 07537 404890.
Please have the following information ready to provide to our rescue co-ordinator:
A return telephone number
A policy number and vehicle registration
The precise location of the vehicle (or as accurate as possible in the circumstances).
Once they have taken the details and made all the arrangements they will be in contact to advise which recovery operator will be attending and how long they are expected to take. Where possible, please ensure a mobile phone is available to accept calls at all times.
Someone must be with the vehicle when the recovery operator arrives. If it is unsafe to do so, please inform our rescue co-ordinator who will make the necessary arrangements.
In the event of a breakdown on a motorway where there is no means of contacting us or are unaware of the location, use the nearest SOS box and advise the Emergency Services of our telephone number, they will then contact us to arrange assistance. Likewise, if the Police or Highways Agency are present at the scene, please provide them with our telephone number.
We aim to provide a high standard of service. Please telephone us if you feel we have not achieved this and we will do our best to rectify the problem immediately. Any complaint you have regarding your policy should be addressed to Call Assist Ltd using any of the options below.
Mail: Axis Court, North Station Road, Colchester, Essex CO1 1UX
Email: customerservices@call-assist.co.uk
Telephone: 01206 771788
Please include the details of your policy and in particular your policy number, to help your enquiry to be dealt with efficiently.
We promise to:
If you remain dissatisfied with our final decision or if you have not received our final decision within 8 weeks of us receiving your complaint, short of court action, you may be entitled to ask The Financial Ombudsman Service to review your case. The right to apply to the Ombudsman must be exercised within six months of the date of the Company's final decision. If you do not refer your complaint within six months of our final decision
The Financial Ombudsman Service will not have our permission to review your case and will only be able to do so in limited circumstances, such as if the delay was due to exceptional circumstances.
The Financial Ombudsman Service can be contacted at the following address: The Financial Ombudsman Service, Exchange Tower, London E14 9SR.
Or telephone: 0800 023 4567 (free from landlines)
Or call: 0300 123 9123 (free from some mobile phones)
Email: complaint.info@financialombudsman.org.uk
For further information, you can also visit the Financial Ombudsman website
Following the complaints procedure does not affect your rights to take legal proceedings.
Please note that the information below applies to policies purchased from the 3rd March 2025. For any policies purchased prior to this, please contact us.
Tel: +44 (0)208 608 4227 (this is a basic rate number)
Email: internationalhealthcare@healix.com
You should first call an ambulance using the local equivalent of a 999 number. If you are travelling within the European Union you
should dial 112.
You should then, where possible, contact Healix Medical Assistance Services who are available 24 hours a day, all year round.
You have the reassurance of knowing that worldwide medical advice and help is just a phone call away. (For more information see
pages 14 to15).
To make a claim, please ensure you contact the relevant claims handler. (For more information see pages 18 to 19).
Roger Rich & Company Part of the Claims Consortium Group
Call: +44 (0)1608 641351 (this is a basic rate number)
Monday - Friday 9 am-5:30 pm
Email: freespirit@claimsconsortiumgroup.co.uk
Write to: Travel Claims, Roger Rich & Company, 2a Marston House, Cromwell Park, Chipping Norton, Oxfordshire OX7 5SR
Call: +44 (0)1865 745566 (this is a basic rate number)
Email: claims@theoxfordclaimscompany.co.uk
Visit the Oxford Claims Company website.
Our aim is to provide you with a high-quality service at all times, although we do appreciate that there may be instances where you feel it is necessary to make a complaint. If you do wish to complain, please note the 3 steps below, along with the relevant contact details for each step. Please take special note however that should you wish to direct your complaint directly to Lloyd's in the first instance, you may do so by using the contact information referenced in step 2 below.
In the first instance, if your complaint does not relate to a claim please direct it to:
P J Hayman & Company Limited, Stansted House, Rowlands Castle, Hampshire PO9 6DX
Tel: 02392 419 833 (this is a basic rate number)
Email: customerservices@pjhayman.com
If your complaint does relate to a claim, please direct it to:
Roger Rich & Company Part of the Claims Consortium Group, 2a Marston House, Cromwell Park, Chipping Norton, Oxfordshire OX7 5SR
Tel: 01608 641351 (this is a basic rate number)
Email: ComplaintsTPA@Claimsconsortiumgroup.co.uk
Should you remain dissatisfied with the outcome of your complaint from P J Hayman & Company Limited or Roger Rich & Company
Part of the Claims Consortium Group you may refer your complaint to Lloyd's. Lloyd's contact information is:
Complaints at Lloyd's, Fidentia House, Walter Burke Way, Chatham Maritime, Kent ME4 4RN
Tel: +44 (0)20 7327 5693 (this is a basic rate number)
Email: complaints@lloyds.com
Details of Lloyd's complaints procedure are set out in a leaflet "Your Complaint - How We Can Help", which is available on their website. Alternatively, you may ask Lloyd's for a hard copy.
If you remain dissatisfied after Lloyd's has considered your complaint, you may have the right to refer your complaint to an alternative dispute resolution (ADR) body.
If you live in England, Scotland, Wales or Northern Ireland, the contact information is:
Financial Ombudsman Service, Exchange Tower, London E14 9SR
Telephone: 0800 0234 567 (calls to this number are free on mobile phones and landlines)
Or call: 0300 1239 123 (calls to this number cost no more than calls to 01 and 02 numbers)
Email: complaint.info@financial-ombudsman.org.uk
Visit the Financial Ombudsman website.
Please note that the information below applies to policies purchased from July 2023. For details of prior policies, please call us on 02392 429 050.
In the event of any circumstances or incidents which could give rise to a claim under this Insurance, the Insured will: -
i) give notice immediately on becoming aware of any circumstance or incident.
ii) confirm the facts in writing as soon as possible, with as much information as is available.
iii) make no admission of liability or promise of payment without the prior written consent of Underwriters or their appointed representatives.
iv) take all steps to minimise or avoid any loss hereunder and act upon the instructions of Underwriters or their representatives.
v) provide Underwriters or their appointed representatives with: -
a. all necessary assistance in a timely manner.
b. all information requested.
c. all documentation and records necessary to evaluate and establish indemnity hereunder.
d. copies or extracts of any documents that may be required by Underwriters or their appointed representatives. without expense to Underwriters.
vi) not include the premium or any costs incurred in the preparation of any claim made under this Insurance.
vii) forward immediately to Underwriters or their representatives any letter, writ, or other documentation received in connection with any claim made under this Insurance.
viii) disclose any other insurance effected by or on behalf of the Insured covering all or any part of the same Insured Trip.
ix) in the event of loss or damage by theft or dishonesty give immediate notice to the police and keep record of same with the appropriate police reference attached.
Please note that the information below applies to policies purchased from December 18th 2025. For details of prior policies, please call us on 02392 419 011.
For Medical Emergencies:
Call the medical assistance number: +44 (0)208 608 4254, 24 hours a day, 7 days a week, 365 days a year, from anywhere in the world.
For non-emergency cases, visits to doctors, hospital outpatients, or pharmacies you must keep and provide us with all (original) receipts accounts and medical certificates.
This is a travel insurance policy and not private medical insurance. This means there is no cover for any medical expenses incurred in private medical facilities if we have confirmed that medically capable public facilities are available.
Claims for cancellation, delayed departure or personal possessions
Telephone P J Hayman & Company Limited: +44 (0)2392 419 866 (open Monday to Friday 9am-5pm)
Gadget Cover
Please notify the claims handler as soon as possible but ideally within 48 hours of your return to the UK.
Telephone: +44 (0)1865 745566
Email: claims@theoxfordclaimscompany.co.uk
To log a claim, please visit the Oxford Claims Company website.
We are dedicated to providing you with high-quality service and want to ensure that this is maintained at all times. If you feel that we have not offered a first-class service or you have any questions or concerns about this Policy or the handling of your claim, please contact us and we will do our best to resolve the problem.
If you have any questions or concerns about the insurance or the handling of a claim you should, in the first instance, contact your Scheme Administrator:
Compliance Manager
PJ Hayman & Company Limited
Stansted House
Rowlands Castle
Hampshire
PO9 6DX
Email: customerservices@pjhayman.com
If your complaint relates to the Gadget Cover:
Tel: 01865 745566
Email: complaints@theoxfordclaimscompany.co.uk
Address: The Oxford Claims Company, Temple Court Mews, 109 Oxford Road, Oxford, OX4 2ER
We will aim to resolve your concerns within three (3) business days, following receipt of your complaint. A written Summary Resolution Communication will be provided to you if the complaint is resolved to your satisfaction.
In the unlikely event that you remain dissatisfied, you may be entitled to refer the matter to the Financial Ombudsman Service, free of charge.
If your complaint cannot be resolved within three (3) business days we will send you an acknowledgement letter to explain that your complaint has been escalated to the Head of Compliance, who will investigate your complaint and keep you informed throughout the process.
We will investigate your complaint and provide one of the following within eight (8) weeks of receipt of your complaint:
Referring to the Financial Ombudsman Service:
Should you remain dissatisfied with the outcome of our investigation or we are unable to conclude our investigation within eight (8) weeks, you may be able to refer your complaint to the Financial Ombudsman Service (*if eligible), provided you do so within six (6) months of the date of the Final Response.
The contact details for the Financial Ombudsman are:
Financial Ombudsman Service
Exchange Tower
Harbour Exchange
London
E14 9SR
Customer Helpline: 0800 023 4567 or 0300 123 9 123
Email: complaint.info@financialombudsman.org.uk
Visit the financial ombudsman website
* The Financial Ombudsman Service may not be able to consider a complaint if you have not provided us with the opportunity to resolve it first, or if you are:
Please note that the information below applies to policies purchased from July 2022. For any policies purchased prior to this, please contact us.
24-hour medical and repatriation assistance is available by calling AIG Travel on the following phone number.
Tel. 01273 741 001
If anyone named on the policy is more than 25 miles from Home and needs to be hospitalised for at least 48 hours following emergency in-patient treatment, has to return home early, or extend their stay because of any illness or injury, please contact the Emergency Assistance Service.
In the event of making a claim, please contact the Staycationplan Claims Department.
Telephone: 01273 741 002 (open 9am – 5pm Monday to Friday closed Bank Holidays)
Email: aigtravelclaims@aig.com and ask for a claim form
Or write to:
StaycationPlan Claims Team
AIG Travel Guard
2-8 Altyre Road
Croydon
CR9 2LG
Below is a list of the documents we will need in order to deal with your claim :
Please note that the information below applies to policies purchased from the 1st February 2024. For any policies purchased prior to this, please contact us.
If you require a claim form, please contact our claims administrators at:
Claims Department,
PJ Hayman & Company Limited Stansted House,
Rowlands Castle,
Hampshire PO9 6DX
Telephone: 02392 419 045
Email: claims@pjhayman.com
Please quote Top Up My Cover Cancellation Insurance on any correspondence.
We are dedicated to providing you with a high-quality service and want to ensure that this is always maintained. If you feel that we have not offered a first-class service or have any questions or concerns about this Policy or the handling of your claim please contact us, quoting Agreement Reference Number B6151PJH2023 and we will do our best to resolve the problem.
If you have any questions or concerns about the insurance or the handling of a claim you should, in the first instance, contact your Scheme Administrator:
Compliance Manager
PJ Hayman & Company Limited
Stansted House
Rowlands Castle
Hampshire
PO9 6DX
Email: customerservices@pjhayman.com
We will aim to resolve your concerns within three (3) business days, following receipt of your complaint. A written Summary Resolution Communication will be provided to you if the complaint is resolved to your satisfaction.
In the unlikely event that you remain dissatisfied, you may be entitled to refer the matter to the Financial Ombudsman Service, free of charge.
If your complaint cannot be resolved within three (3) business days we will send you an acknowledgement letter to explain that your complaint has been escalated to the Head of Compliance, who will investigate your complaint and keep you informed throughout the process.
We will investigate your complaint and provide one of the following within eight (8) weeks of receipt of your complaint:
Referring to the Financial Ombudsman Service:
Should you remain dissatisfied with the outcome of our investigation or we are unable to conclude our investigation within eight (8) weeks, you may be able to refer your complaint to the Financial Ombudsman Service (*if eligible), provided you do so within six (6) months of the date of the Final Response.
The contact details for the Financial Ombudsman are:
Financial Ombudsman Service
Exchange Tower
Harbour Exchange
London
E14 9SR
Customer Helpline: 0800 023 4567 or 0300 123 9123
Email: complaint.info@financialombudsman.org.uk
Visit the Financial Ombudsman website.
The Financial Ombudsman Service may not be able to consider a complaint if you have not provided us with the opportunity to resolve it first, or if you are:
The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and businesses providing financial services. The complaints handling arrangements above are without prejudice to your rights in law.
Please note that the information below applies to policies purchased from the 26th June 2023. For any policies purchased prior to this, please contact us.
Healix Medical Assistance Services are available on +44 (0) 203 869 1108. Their email is internationalhealthcare@healix.com.
When contacting them, please quote 'Travel Plus Insurance'.
The service is open 24 hours a day, 365 days a year. The call operators are highly trained and can advise on all aspects of assistance, making arrangements for hospital admission, repatriation and medical expenses.
Each operator is a medical specialist who can liaise with doctors and arrange repatriation if medically necessary.
Please have the following information available when you (or someone on your behalf) contact the Medical Emergency Assistance Company so that your case can be dealt with swiftly and efficiently:
• Your name and address;
• Your contact phone number abroad including the hospital and treating doctor's details;
• Your policy number shown on your Policy Schedule; and
• The name, address and contact phone number of your GP.
Cover Sections A-M and Cover Section O:
Please contact the claims handler within 31 days of returning home:
Travel Claims,
Roger Rich & Company,
2a Marston House,
Cromwell Park,
Chipping Norton,
Oxfordshire OX7 5SR
Telephone: +44 (0)1608 641 351
Email: claims@rogerrich.co.uk
Gadget Cover (Section N):
Please notify the claims handler as soon as possible but ideally within 48 hours of your return to the UK.
Telephone: +44 (0)1865 745566
Email: claims@theoxfordclaimscompany.co.uk
To log a claim, please visit the Oxford Claims Company website.
