All Policies Include Coronavirus Cover

Coronavirus FAQs

Questions about cover for coronavirus? Read our FAQs and find out what our policies can do for you. If you would like to contact us, please note we are currently only available 09:00 to 17:30 Monday to Friday due to reduced operational capacity. Thank you.


Making a claim on your policy

Sometimes the unexpected happens on (or just before) your holiday. Your policy with World First is there to protect you and your finances. And we are here to make everything straightforward if you need to make a claim. All the advice you need is below, including guidance on the documentation required for your claim to be processed.

The insurer, White Horse Insurance Ireland dac will deal with claims on your policy. You can find out more information here. You can also find a copy of our terms and conditions here.

Medical claims

In the event of a medical emergency, visit our emergency medical assistance page for information on what to do.

For non-emergency medical treatment, you should notify the Assistance Team on the number below.

+44 (0) 203 829 6691

Paying for medical treatment

If the cost of your treatment is less than £500, you will need to pay this to the medical facility. You can then claim for these expenses when you return home. Be sure to keep all receipts and medical reports to submit with your claim. If you are in any doubt as to whether these costs will be covered, contact your insurer on the number above for prior authorisation.

Using state medical facilities

You should always use state medical facilities (e.g. not private facilities) for any medical treatment. They are administrated by state governments and are often able to treat far more conditions than private facilities. Some hotels and accommodation providers may direct you to private facilities, but it could be part of a scam that leaves you out of pocket. If you are travelling within the European Union, present your EHIC/GHIC (European Health Insurance Card) on arrival.

Returning home

When something goes wrong during your holiday, the comforts of home can feel a long way away. While we totally understand your desire to return home as quickly as possible, we must always put your medical interests first. Depending on the treatment you have received it may not be medically safe for you to travel immediately after you have been discharged from hospital. Please rest assured that the Assistance Team will always do everything within their power for your best interests - both medically and financially.

Non-medical claims

For legal claims and advice on your position please call Penningtons Manches LLP on:

+44 (0) 345 241 1875

For gadget claims please contact the claims administrators via:

T: +44 (0) 345 074 4813

For all other claims, please obtain a claim form from the Claims Department. You can download your claim form via or call +44 (0) 203 829 6761 (open Monday to Friday 08:00 - 20:00 and Saturdays 09:00 to 13:00 GMT). If claiming for cancellation, you can submit your claim online. All the instructions you need for completing the form will be provided, as well as details of how to submit your claim.

Our tips for making a successful claim

  • Check the relevant section of your policy documents to make sure you are covered as well as what documentation you will need to make your claim.
  • Submit your claim within three months of returning home. You can claim while you are still on holiday but must fulfil all the usual claims requirements.
  • On the front of the claim form you will see a checklist of items to provide to support your claim. Please make sure you provide everything on the checklist wherever possible. If there's something that you cannot provide, please enclose a note to explain why.
  • When filling out your claim form please write clearly - block capitals and black pen are best.
  • Provide as much information regarding the circumstances of your claim as possible - if there is not enough room on the form, use a separate sheet of paper and attach.
  • Keep copies of your completed claim form and all supporting documentation. Originals must be submitted as part of your claim.
  • If you are posting your claim, we strongly recommend sending it via recorded delivery.
  • Keep any damaged items that are the subject of a claim. They may be required for salvage or assessment.

Any questions?

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