If you can’t find the answer to your question below, please email the team at customerservice@atozinsurance.co.uk, or call us on 02921 684346
If you bought your policy before 12th January 2026, please call 0330 175 7858.
A single trip policy will cover you for one trip only.
An annual multi-trip policy will provide cover for all your trips from the start date selected for 12 months. Depending on the level of cover chosen the maximum duration will vary from 22 days, 31 days & 45 days per trip.
An annual multi-trip policy may work out cheaper if you have multiple trips planned.
Travel insurance should be booked as soon as you’ve booked your holiday. Not only does travel insurance protect you whilst you’re away on holiday, you will also be covered should you need to cancel before leaving the UK. The main reasons for cancelling a holiday are due to medical related problems, injury, a bereavement or even redundancy.
We may be able to provide cover for your medical conditions. When purchasing online be sure to declare any medical conditions you have or for anyone travelling on the policy. If you already have a policy with us and need to tell us about a new medical condition, if you purchased after 12th January 2026 call 02921 684346, if you purchased before this date, please call us on 0330 175 7858.
If you haven’t received your travel insurance documents, please check your junk or spam folders.
On occasions we find that some customers may have made a spelling mistake in their email address provided. In this instance you will need to contact us directly to amend. All our contact details can be found on our contact us page.
All A to Z Insurance policies come with a 14 day cancellation promise. You can cancel and receive a full refund within 14 days of buying a policy if you change your mind, as long as you’ve not already travelled and don’t intend to make a claim on the policy.
Absolutely, that’s what we are here for. Email us at customerservice@atozinsurance.co.uk or call us on 02921 684346 to let us know any difficulties you have. We’re here to make things as easy as possible for you. If you feel you need extra support, or would prefer us to communicate with you in a different way, we can add a note to your account so our team knows how best to help. Our lovely people in our call-centre team are trained to support customers with additional needs, so please feel free to let them know. They’ll update your record and make sure you get the help you need.
All the information to make a claim can be found on our claims page.
We’ve tried to make the process as easy as possible for you, giving you options to submit your claim online, or call our UK call centre to register the claim.
Make sure you read the policy terms and conditions regarding claims. We are likely to need evidence of the incident leading to a claim, so please keep receipts, any evidence, police or hospital reports as applicable, to add to your information when making a claim.
Always keep the emergency medical assistance details to hand. If not, our claims page has the 24/7 emergency number shown on it. You, or someone you are with, must call this number immediately if you fall ill or have an accident on holiday. The people you talk to are trained to give you the best possible assistance in what can be a very stressful situation. They can help with language barriers, navigate the correct hospitals/pharmacy to go to and in the most serious of circumstances, they can help work out how to get you home if you’ve been in hospital past your trip end date, or where you need medical assistance to travel home.
Yes, we sell single trip policies up to the age of 80 if you are travelling within Europe and up to 75 if you’re travelling elsewhere. For annual policies, we cover customers up to the age of 75.
No, our policies only cover children as part of a family or group policy.
If you don’t declare your medical conditions, it could result in your policy being invalidated or claims not being covered. It is really important to select ‘Yes’ to medical conditions and declare them, to ensure you are fully covered for your trip. Whether it’s a broken arm last year that you no longer need treatment for, or a heart condition where you take regular medication, you need to answer the relevant questions honestly.
No, unfortunately our policies do not provide any cover for any undiagnosed conditions. If you have an undiagnosed condition, you could visit the Money helper. They have a directory of specialist insurers who may be able to help you. They can also be contacted on 0800 1387777.
Family policies can include 1 or 2 adults and up to 5 children. Group policies can cover up to 7 people, living at different addresses, some of these can be children.
No, A to Z Insurance policies only cover customers who are UK residents and are in the UK when they purchase their insurance. They also must leave and return to the UK on the start and end dates provided.
Pregnancy is not classed as a medical condition, which means you don’t need to declare it on your policy.
However, should you have had any pregnancy related complications, then you will need to let us know. Declaring all medical conditions will make sure your policy is valid, should you need to make claim either before, during or on your return from holiday.
Please visit our Pregnancy page for more information.
Backpacker policies will cover you for longer durations up to 18 months for Europe and Worldwide destinations. To find out more visit our backpacker page for further details.