columbus direct travel insurance phone number

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TRAVEL INSURANCE

A better travel insurance experience for your customers, global capability, marketing and ecommerce support, underpinned by our global operations centres.

Our approach to helping you create the right travel insurance offering is comprehensive, with expertise in insurance sales, product design, underwriting, medical screening, claims and assistance services. We run our own travel insurance brand, Columbus Direct, providing us direct critical understanding of how to run an optimised insurance offering and a testing bed to try new innovative approaches.

CORE BENEFITS

Bringing together service, insights and capability, marketing and ecommerce expertise.

Access the skills and expertise of our in-house marketing and loyalty specialists.

Delivering service differently

We recognise that every customer is different and every interaction matters.

True global capability

We have customer service and operational teams located around the globe.

Airline expertise

We understand that airlines need a different approach to driving ancillary revenue.

columbus direct travel insurance phone number

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Get in touch, if you have a question, please contact the team, our products, products and solutions your customers can trust.

SmartDelay™

Make a difference that your customers will remember. Give them an immediate benefit when they experience flight delays and disruption.

Global medical and dental insurance designed specifically for partnering with insurers, banks and employee benefit providers to provide elevated regional plus international health solutions.

We bring together insurance products, expert TPAs and distributors as needed, providing an approach to underwriting that is flexible, while supporting your desire to grow additional revenue and strengthening your existing portfolio.

OUR CLIENTS

Businesses we've assisted, what we did.

We partnered with easyJet to give passengers relevant and dynamic insurance options, while Zurich provided underwriting. easyJet passengers are presented with products and tailored pricing if their booking matches certain profiles, such as sports or business travel. Depending on the persona purchasing the flights, bespoke add-ons are also offered; for example, enhanced gadget cover may be suggested to families.

As well as allowing customers to buy their insurance alongside their flights, we also created bespoke, standalone sites that customers can use to buy their travel insurance, plus provided support for sales, customer servicing, claims and assistance in 13 European markets.

Bespoke websites provided by Collinson in 13 European languages

In-flight path and standalone sites, personalised extra options and add-ons.

Bespoke insurance platform in 13 languages

COVID-19 cover for medical and micro cancellation benefits

Online claims process allowing customers to process their claims 24/7 , tailored product features to choose levels of cancellation cover and excess .

Revolutionary 24/7 online claim process

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Collinson Expands SmartDelay+ Travel Disruption Benefits to U.S. Underwritten by Starr Insurance

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Columbus Direct travel insurance review

Columbus direct offer several types of travel insurance, covering more than 150 sports and activities. find out more about what this specialist provider has to offer..

In this guide

What types of policies does Columbus Direct offer?

Cover limits, claims process, how to contact columbus direct, columbus direct customer reviews, pros and cons, our verdict, frequently asked questions.

Columbus Direct travel insurance covers more than 150 sports and activities. The company has provided cover for over 15 million customers since 1988. Here’s what you need to know.

Columbus Direct offers several types of travel insurance policies:

Single trip
Single trip with water sports
Annual multi-trip
Annual multi-trip with water sports

All Columbus Direct travel insurance policies cover more than 150 sports and activities. You’ll be covered for medical emergencies (up to £15 million), flight cancellations (up to £5,000) and lost, stolen or damaged belongings (up to £2,500). You can add cover for winter sports or water sports if you need to.

Single trip insurance can last up to 365 days.

With annual multi-trip insurance, you can go on as many trips as you like, provided each journey begins and ends in the UK. To be covered by this policy, the maximum length of each trip should be 31, 45 or 60 days (depending on what you choose).

The maximum age for cover is 74 for annual multi-trip insurance, or 85 for single trip insurance. Cover for people with pre-existing medical conditions is available.

You can make a claim via the Columbus Direct website, or over the phone.

The phone number for medical emergencies is 0208 865 1640. The phone number for other claims is 0208 865 1654. Certain claims up to £350 can be settled instantly over the phone.

You’ll need to provide a booking invoice, a letter from your airline (for travel delay), medical receipts or medical reports.

For customer service queries, email [email protected] .

Columbus Direct has received more than 10,000 reviews on Trustpilot. As at January 2021, its average rating was 4.4 out of 5. While there are many positive reviews, the company seems to have struggled to keep up with the volume of queries from customers during the pandemic. Columbus Direct customers in Finder’s 2021 customer satisfaction survey liked its “simple” and “transparent” policies, but a few had issues when making a claim.

More than 150 activities covered as standard
You can cover yourself for up to 365 days on a single trip, or up to 60 days on an annual policy
Backpacker insurance is available
General customer service queries are available by email only

Wherever you’re going and whatever you’re doing, Columbus Direct is likely to cover you. It’s had a reputation as a reliable travel insurance provider but has admitted that response times during the pandemic were hit by the influx of queries.

How do I get a quote from Columbus Direct?

Can i get cover if i don't live in the uk, what is backpacker insurance, travel insurance ratings.

★★★★★ — Excellent

★★★★★ — Good

★★★★★ — Average

★★★★★ — Subpar

★★★★★ — Poor

Danny Butler

Danny is a publisher at Finder specialising in insurance and investing. He previously worked at the global insurer Aon and has appeared in national media giving advice on insurance. Danny holds a BA in International Business from the University of Plymouth and has undying loyalty to his average-poor football team, Portsmouth FC.

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How to cancel your travel insurance policy

Can I cancel my travel insurance policy?

Yes, you can cancel your travel insurance policy if this cover is no longer required, however to be eligible for a refund terms and conditions apply.

Can I cancel my insurance at any time?

You can cancel your travel insurance policy at any time, but you are only eligible for a full refund if you have not travelled or made a claim and you cancel within 14 days from the date you receive either

The policy documentation at the start of your travel insurance.
The renewal policy documentation for subsequent periods of insurance .

If you need to cancel your policy outside the 14 day period from receiving your travel insurance documentation, a refund will only be considered in exceptional circumstances. An example of this would be due to unforeseen COVID-19 travel restrictions applying when you hold a single trip policy.

How do I cancel my policy?

If you would like to cancel your travel insurance policy contact customer services by using the contact us form or emailing [email protected] and a member of our team will be happy to assist.

Can I get a refund of unused Travel Insurance?

Should you decide to cancel your policy within the 14 day cooling off period, you will be entitled to a full refund of premium provided you have not travelled or made a claim.

For cancellation requests outside of the 14 day cooling off period, if we agree to refund the premium, this will be a refund in full less an appropriate pro-rata charge for the period of cover given before you notified us of your wish to cancel.

Should any claim occur prior to the policy being cancelled, where the claim terminates the insurance cover, you may not receive a refund of any of the premium paid.

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Buying a travel policy
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Sports and Activities cover
Winter sport cover
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Policy documentation

Columbus Direct is a trading name of Collinson Insurance Services Limited which is authorised and regulated by the Financial Conduct Authority under firm reference number 311883.

Registered in England & Wales. Reg 00758979. Address: 5th Floor, 3 More London Riverside, London, SE1 2AQ

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Columbus Direct Reviews

All policyholders get free airport lounge access if their flight is delayed by more than 1 hour, plus 5 days unlimited global Wi-Fi access.

Service (0)
Renewals (0)
10873 reviews found on websites such as TrustPilot
Their Gold level of cover is rated 5 Star by Defaqto
Over 150 sports and activities covered for free
Free airport lounge access if your flight is delayed for more than one hour
Free 5 day unlimited global Wi-Fi access, including access to global SOS travel alerts
10% online discount
24-hour emergency medical helpline
Rated 5 stars by Defaqto
£15m limit for medical cover
Claims (0),
Service (0),
Renewal (0)

No Reviews Found

Quotes our team received.

Trip Details

7 nights in Spain

Single Trip Quote

Medical cover limit, cancellation cover limit.

Worldwide cover including USA

Annual Trip Quote

Frequently asked questions.

Columbus Direct currently offers five policies; Single, Annual Multi-Trip, Single Trip with Winter Sports, Annual Multi-Trip with Winter Sports and Backpacker. Each policy has three different levels of cover to choose from; Bronze, Silver and Gold.

Columbus Direct does not cover travel to a country, specific area or event which the Travel Advice Unit of the Foreign and Commonwealth Office (FCO) has advised against all travel or all but essential travel. For more information, visit the FCO website .

For medical claims, Columbus Direct has a 24-hour emergency medical assistance number which will confirm whether your treatment is covered over the phone. For all other claims, you must complete a claim form which will be assessed within 5 working days

Travel Insurance Guides

Check out our insurance guides for more information

Columbus Direct Travel Claims

Start a new claim.

To report a new claim, click here.

Manage existing claims

Search our Help Hub for support.

Knowledge base

Columbus UK

Most popular articles

Your claim and next steps

Modified on 19 February by Agnes Kee

Cancellation Medical Certificate

Modified on 06 October by Stephen Southern

How do I make a claim and what documents do I need?

Modified on 10 October by Agnes Kee

Medical Certificate

Cookie Policy
Privacy Policy

Collinson Insurance Services Ltd Reg. No. 00758979 Registered in England & Wales Registered Office: 5th Floor, 3 More London Riverside, London SE1 2AQ Authorised and regulated by the Financial Conduct Authority - registration number 311883

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Columbus assicurazioni, heymondo travel insurance, allianz partners usa.

Columbus Direct Reviews

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Reviews 3.1.

10,889 total

Most relevant

A very prompt reply to my emailed…

A very prompt reply to my emailed question. Thank you to Carlo.

Date of experience : 06 February 2024

Travel Insurance Claim

Travel Insurance Claim - Ref: 587757 Ive just been told that "Your policy doesn't provide cover if you didn't seek the advice of a medical professional which confirms the necessity to cancel the trip." Myself and my family were due to travel on Sunday 07/01/2024. My son and myself both fell ill that week and so on the Friday went to see our local surgery where we were both diagnosed with flu like symptoms. I was given a sick note to use should the need arise - which I duly attached to my claim. We were still hoping to travel on the Sunday but unfortunately we did not recover in time for our trip. The doctors surgery is closed on a Sunday, so we were unable to see a GP and anyway I assumed the sick note from the Friday would cover this. Columbus Direct appear to be trying to trip me up on a vague technicality. So, Im now having to try to sort all this out, myself with flu, whilst looking after a sick 11 year old boy.

Date of experience : 09 January 2024

Reply from Columbus Direct

Thank you for raising awareness of your experience. We understand that you used our online claims service to submit your claim. Subsequent to your comments, our claims team have now contacted you to explain what triggered our response to the claim and to advise what was needed from you for us to be able to make a payment. We are sorry that the claims experience has not been as easy as we try to make it for our customers and hope that we can get this matter resolved with you as quickly as possible now.

Have had very poor service..travel…

Have had very poor service..travel insurance claim still not resolved after 10 months......communication is poor....emails are met with the sorry for the delay but all our claim handlers are busy. ie they do not employ enough claims handlers for their business. This is a shame because my medical recovery was handled very well.

Date of experience : 02 November 2023

Hi Steve. Thanks for bringing these issues to our attention. We're pleased to hear your comments that when you needed emergency assistance, the team that looked after you did so very well, but sorry to learn that you felt this level of service was not continued when your case then went to the claims team. Just a couple of quick notes. These services are provided by the same company, just different teams and we'd expect the service from both to be at a high level. Also, our claims team are contactable by phone and there is a contact number provided in your policy wording. We understand that the claims team have already been in touch to confirm the position of the case and to also arrange a payment that was due to you. We have also sked the team to log a complaint regarding the service received so a full investigation can be conducted into the handling of the case.

I've used Columbus many times and find…

I've used Columbus many times and find the system works well, the coverages pretty broad, and price competitive. Yet, they should cover cross-country skiing that is not on a piste, as it is usual to ski off resorts (in Canada). Bizarrely, in 2003 they would not cover a sailing trip from Spain to the Caribbean (they had a yachting exclusion), despite it being the exact same trip as their 1492 namesake!

Date of experience : 16 August 2022

I was one of many affected by the…

I was one of many affected by the hurriedly re-arranged flights from Sicily in July. I thought my policy covered curtailment for what the travel company described as an emergency. It did not. I assumed that cover for curtailment meant curtailment for all emergencies. Unfortunately it does not. I accept the onus is on the customer to read the policy conditions carefully, though for an issue as fundamental as the issue of curtailment, I think the onus should be on the insurers to make absolutely clear that curtailment emergencies are only those relating to personal accident or ill health.

Date of experience : 24 July 2023

Very impressed

I recently took out travel insurance for a trip that involved a lot of “excursions”. As this is going to be a large part of my trip, Columbus (at no extra cost) agreed to remove the limit on excursions and cover up to the full cancellation amount. They were quick to respond via Twitter and even endorsed the policy documents to indicate what had been agreed. Very pleased with the service received.

Date of experience : 13 April 2023

Columbus Disaster

Needed to make a claim for not travelling due to Covid positive. Spoke with customer service adviser who rudely told me that our policy had expired after 10 years of auto-renewal because 1. The card had expired and 2. it didn't go through. They say they sent an email. We did not receive it. So now we are insurance-less and out of pocket! Explained why would we cancel after 10 years. Woman repeatedly just said we sent you an email even tho the claims team said regardless to process the claim!!! RUBBISH! Happy to take money for all the years and now conveniently its expired!!!

Date of experience : 23 October 2023

I had travel insurance from Columbus Direct

I had travel insurance from Columbus Direct over the years for multiple trips including backpacking, single trip, annual cover. I have never had any problem with claim submission or to contact them- even when abroad and requested to call me back. They were so kind that even when contacted on one occasion, they advised me to attend hospital and they followed this up with a courtesy email few days after to check on me. Each time I followed my policy therefore I had no nasty suprises. I am giving a 5 star review as this year unfortunately I had to use my insurance for reimbursement of medical cost when in Bolivia which grew quickly following surgery. I claimed everything back and all costs were reimbursed after providing all documentation. The claim process was okay, lasted few weeks.

Date of experience : 31 January 2023

Absolutely fantastic

We bought the travel insurance because it was relatively cheap, but what really matters is when you need to use it. These guys were there for us when we needed it, talked to us when when we needed help, they tried to pay the hospital bills in advance - but I'd already put the credit card across to sort the little one out, they simply said "send us the receipts". We did just that when we got home & got the payment within hours. I will go nowhere else.

Date of experience : 29 August 2022

Why would they even sell me cover for…

Why would they even sell me cover for only France if I need full Europe cover for my visa? So frustrating Edit - I'm grateful for my response from the Columbus Direct and their ability to upgrade my France cover to EU quickly over the phone while I was at the airport. To answer their question - their website should somehow be able to advise purchasers that buying cover for just France will not be adequate for a Shenghan visa for travelling purposes and that EU cover is in fact the correct option to select.

Date of experience : 01 December 2022

Hi Devon. We're not sure what we could have done differently here? You purchased the policy online so we would have issued cover based on the information you supplied during the application process. If you had indicated you required cover for all of Europe at the time, then that's what we would have issued. We also note that you have subsequently contacted us and changed this from 'France' to 'Europe' and that there was no difference in price for this.

Claim avoidance

Communication quite poor. Any queries while overseas must be made to a UK phone number. There is no option to make contact through WhatsApp or email, despite the info pack saying email is an option. Presumably this is to reduce the number of people calling, and therefore reduce the number of claims.

Date of experience : 18 August 2022

Hi Matt. It is not uncommon for the 24 hour medical emergency service on travel insurance policies to be linked to a UK only number. It's been operating like this for many years and there is no intention to make it difficult for customers to call in. We allow customer to claim back the telephone charges incurred when they first contact us, this is on the basis that our assistance service should then be proactively updating customers so there should be no need to incur further costs. It would be fair to say that companies haven't necessarily moved with the times quickly enough as technology has developed.

Bought Columbus Direct travel insurance…

Bought Columbus Direct travel insurance on Saturday 18th March 2023, promised documents within minutes, Sunday nothing, Monday nothing. Tuesday, today contacted Columbus Direct via their website Bot. Over approx an hour, three times they said they have emailed my documents ... not a sausage. So after an hour or so I told their Bot I am cancelling my policy ... within a minute I received a cancelling email .... WHY and what was that all about?

Date of experience : 21 March 2023

We're very sorry to hear that you had this poor experience. If you were using a webmail account such as Hotmail then your policy documents may have been sent to your spam/junk folder. We are constantly working to try to avoid this but because of the policy attachments, this can sometimes be diverted. We do have a live chat function on the website where you would be talking to an agent, not a bot. We would hope that they would have suggested checking your spam folder and if still no joy, suggesting we try a different email address. If this didn't happen, we apologise. We understand why you would have asked for the policy to be cancelled after not receiving your policy documents. As you were talking to an agent, when you requested this, it would have been appropriate for them to take immediate action and it sounds like this email came through, which is what we would have expected with the other emails. We've asked you for details so that we can investigate what actually happened here to see if we could have done anything differently.

Great insurers - provide you don't make a claim (REVISED)

In March 2023 I filed a claim and waited for the "within 5 days" response. I waited a month. I then filled in several request forms and spoke to staff via the internet Chat feature. Got the same automated email response telling me to await contact within 5 days or to phone customer support or use the Chat feature. I tried the phone which advised me to use the Chat feature or wait to speak to a staff member. I tried twice - waiting on line over 30 minutes. No one answered. It's now May and I'm still waiting for human contact. UPDATE: Following my review, Columbus made contact with me and processed my claim ASAP. Evidently it was a one-off system error and not indicative of their usual performance. The lesson learned is to complain early if performance is poor.

Date of experience : 25 May 2023

Thank you for your comments, we are disappointed with the service you have had. We understand that our claims team have now been in touch to agree settlement of the claim. We have looked into what happened here. When the claim was set up online, our system failed to create the task which would have put the case in the queue for assessment. This did not come to light until you contacted us and we had determined your claim had been affected by this system error. There were some issues at that time which have been fixed, but we apologise that you were impacted by this and it was not recognised sooner that your claim had not been managed.

No compensation for cancelled flight

My flight had got cancelled due to the airline having a supply issue. The flight was due out late evening and there was no more flights that evening. I was travelling with 3 children by myself and had to rebook my own flights the next day. I made a claim to Columbus Direct and provided the information requested only to be told that the reason of the airline not having a plane was not covered in the policy and was therefore not due any compensation!! Utterly disgraceful and disappointed. Will not be using them again.

Date of experience : 28 July 2023

Hi Danielle. Thank you for sharing your experience. In respect of cancellation and travel delay, we aim to provide cover where customers are unable to recover money from elsewhere. For example, if you had to cancel due to ill health, then you would not have been able to get your money back from anywhere else, so the travel insurance cover would have been available to you. Here, the airline have not provided the service they were supposed to provide due to their own issues. They are therefore responsible for ensuring that you arrive at your destination and would be required to pay you compensation. In that instance, the travel insurance does not need to provide cover as the airline have a duty of care towards you. It is possible that other travel insurance policies may have cover that would have provided some compensation in circumstances like this, but most policies would act the same way, which is to limit cover when the airline are responsible for cancellation as they are responsible for your costs.

5 Stars! Definitely 5 stars. And not because of the easiness of getting insurance but, but for the fact that they actually helped me out when I needed to cover my medical emergency bills in my trip to Egypt. No hassles or making hard, they paid the hospital bills straight away.

Date of experience : 26 June 2022

Really good insurance company

Really good insurance company; our flight got delayed 4 hours and we were easily able to access the lounges for free and we’re comfortable. Had no other issues on our holiday however would fully book with them again

Date of experience : 24 August 2022

Need a 24 helpline for contact in emergency.

Renewal was fine but when we needed to contact Columbus during an emergency on our last holiday, the lack of a 24 hour helpline meant we could not consult or get advice. Luckily, Travel Company stepped in but it should have been an insurance matter.

Date of experience : 02 July 2022

Hi Mike. Thanks for your feedback. We do operate a 24/7 medical emergency services line to assist customers if they require medical treatment whilst overseas. For non-medical emergencies, the cost of operating a 24 hour service would be expensive and this would be reflected in the cost of policies. As this is not generally something other insurance providers do, we have to balance the cost of services that would be used sparingly versus making our premiums reasonable for customers.

Appalling. Took out silver cover with cancellation cover up to £3000. Our flights were cancelled due to a fire at Catania airport. Apparently we weren’t covered for this type of cancellation, so they make sure they don’t pay out due to the small print. What’s the point in insurance if it doesn’t cover you when needed?? We ended up having to travel to a different airport for a flight home 2 days later, all in a heatwave with children. Travel insurance that doesn’t cover you really adds to the stress in these situations!! WILL NOT BE USING AGAIN. AVOID!!!!

Always use Columbus Direct for my holiday Insurance

Always use Columbus Direct for my holidays. Great insurance cover, flexible and good prices. I had to claim with them once and it was no problem and that is an important point when you pick holiday cover. This time I went for yearly insurance and again a quick look at the competition Columbus were still the best. Would not go anywhere else.

Date of experience : 01 November 2022

CUSTOMER SERVICE APPALLING AVOID

As an ex overseas representative I know the importance of travel insurance but this bunch of cowboys are rude unhelpful taking months don't answer emails it's daylight robbery they state 5 days laughable!!!!!! Left stranded for 3 days with two disabled children AVOID these robbing gits!! Read the rest of claim complaints, 100% of claims say avoid

Date of experience : 17 November 2022

Thank you for sharing your experience. We are sorry to hear that you are unhappy with the way we have dealt with this matter since you first logged your claim online on the 29th October. We note your claim was auto-declined based on the information supplied at the time of creating the claim. Given the subsequent correspondence provided by you our claims team had already reopened the case and asked for additional information which is under review now. Given your previous expression of dissatisfaction over the handling of the matter, a complaint had also been set up for us to conduct a review of what has happened on this case and will provide relevant feedback to you.