• AXA Insurance are the new underwriters of the Go Travel Insurance policies from 5th April 2018.

    Below we have listed the contact telephone numbers you may need as well as for the previous underwriter, Cigna.

    Policies starting with P

    If your policy starts with 'P', it means your policy is underwritten by AXA Insurance UK Plc.

    Sales and Service:

    Go Travel Direct:

    If you are currently abroad and need Emergency Medical Assistance call:

    +44 (0) 1473 351 759

    Lines are open 24 hours a day, 7 days a week

    Sales and Services lines open:
    Monday-Friday 8am-8pm, Saturday and Sunday 9am-4pm.

    Claims lines open:
    Monday-Friday 8am-8pm, Saturday 9am-5pm, closed Sundays.

    All calls may be recorded for training and monitoring purposes.


    Email: customercare.INS@axa-insurance.co.uk (in the subject put Go Travel Insurance Complaint)

    Address: Go Travel Insurance, Complaints Resolution, AXA Insurance, Civic Drive, Ipswich, IP1 2AN

    AXA Insurance UK plc aims to provide the highest standard of service to every customer. If our service does not meet your expectations, we want to hear about it so we can try to put things right. All complaints we receive are taken seriously. 

    For complaints about our sales and service process please contact: 0808 169 1204
    For complaints about our claims process please contact: 0330 058 2985

    Beyond AXA - Should you remain dissatisfied following our final written response, you may be eligible to refer your case to the Financial Ombudsman Service. All of the details can be found in your policy booklet.

    Email: complaint.info@financial-ombudsman.org.uk

    Policies starting with CGO

    If your policy starts with 'CGO', it means your policy is underwritten by Cigna Insurance Services (Europe) Limited.

    For any questions on your policy or if you need to make a claim contact Cigna on:  

    0330 100 7702

    Opening hours : Monday-Friday 8am-8pm

    For Emergency Medical Assistance whilst abroad you need to call:

    +44 (0)20 8763 3079

    Opening hours: 24 hours a day, 7 days a week


    Email: customerrelations@gotravelinsurance.co.uk

    Address: Go Travel Insurance Customer Relations Department, 1 Drake Circus, Plymouth, PL1 1QH

    Our complaints procedure can be found in the policy booklet.

    If you remain unhappy with our final response, or we have not managed to provide a final response with 8 weeks of your complaint, you may be entitled to refer your complaint to the Financial Ombudsman Service for help and advice at: Insurance Division Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR.

    Phone: 0800 023 4567 or 0300 123 9123
    Email: complaint.info@financial-ombudsman.org.uk

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