We understand that everyone has individual needs, at Columbus we want to make it as easy as possible for you to access our products and services.

How can we help?

It is important that you have a clear understanding of your travel insurance and are confident that it meets your needs.

When discussing your insurance needs with one of our team, please just let us know…
- If you have any questions or you would like us to repeat any of the information.
- If you need us to speak slower or speak up.
- If you would like us to explain anything in more detail.
- If you would prefer us to speak to someone else on your behalf.

How to get in touch

We have a range of different channels for you to use to contact us, so please choose the one that works best for you.

Chat with us online – chat with one of our team online via webchat.
Look for the green icon at the bottom right of your screen.

Send us a message– fill in our contact us form and one of our team will respond to you within 48hrs.

Click here to send us a message.

Send us an email– email us and one of our team will come back to you within 48hrs.
Email us at customer.services@columbusdirect.com

Call us– call one of our team on 0800 068 0060 (Monday to Friday 9am to 5.30pm).

What if I have a medical condition?

If you or someone travelling on your policy has a pre-existing medical condition(s), you will need to tell us about the condition to ensure you have full cover in place. You will be asked to complete a simple online screening where questions are asked about the condition so risk can be assessed. Pre-existing medical conditions are not covered by your travel insurance unless they are declared to us, agreed by us on your policy schedule and an extra premium paid (if required).

If you have a pre-existing medical condition, you can also access a directory that has been set up by Moneyhelper on behalf of the Financial Conduct Authority. The directory provides easy access to details of companies that specialise in providing cover, click here to view or call 0800 138 7777.

What if I need further support?

We do our best to support our customers with the services we provide, however we understand you may need further help. Here are some external services that may be able to provide additional support:

- Alzheimer’s UK www.alzheimers.org.uk/
- Macmillan Cancer Support www.macmillan.org.uk/
- Mind www.mind.org.uk/
- Scope www.scope.org.uk/
- Citizens Advice www.citizensadvice.org.uk/
- Samaritans www.samaritans.org/
- Money Helper www.moneyhelper.org.uk/