Contact Us

If you would like to contact one of our teams, please find their contact details below.

You can also find extra information on different ways you can access our website, download your policy documents, or contact our customer service team on this page. Please continue to scroll down for more information.

Customer Services

Customer Area

You can login to or create your free account by clicking the button below. Once logged in you will be able to manage your quotes and policies, including viewing, downloading or resending your policy documents. You will also be able to change your travel dates and cancel your policy. If you need to update your medical declaration, by adding new medical conditions or medications, you can do so via your Customer Area. Should the change in health impact your total policy price, you will be able to pay online via the Customer Area.

Alternatively, if you need to remove or amend an incorrect medical declaration, then you will need to contact us by calling our Customer Service team and they will be able to assist you over the phone.

Click here to visit the Customer Area.

Live Chat

If you cannot find the answer to your question in the FAQ you also have the option to talk to a member of our team by clicking the button below. The live chat will open a new window and you will be connected with a member of our Customer Service Team.

Write To Us

Lighthouse Travel Insurance

Suite 12, 20 Churchill Square,

Kings Hill,

West Malling,

Kent,

ME19 4YU

Phone

If you would prefer to speak to a member of the customer service team, please call 0333 005 1103 to speak to one of our team.

We are open 8am-8pm Monday-Friday and 9am-5pm Saturday & Sundays. on bank holidays we are open from 10am-4pm (closed on Easter Sunday, Christmas Day, Boxing Day and New Years Day).

How To Contact Us If You’re Deaf, Hard-of-Hearing or Speech-Impaired

Phone calls are a vital way for many of our customer to get in touch with us, receive a travel insurance quote and protect their holidays. This is why we offer two different methods that you can contact us via if you’re deaf, hard-of-hearing, or speech-impaired.

Below are two systems that our customer service team are contactable on, if you need to get in touch with us in a different type of way.

The Relay Assistance App:

By downloading the Relay Assistance app and linking it with your number, you can contact our team to discuss your travel insurance quote or policy.

Once you’ve connected your number to the Relay Assistance app, you can call our team and then read what our customer service team say and either talk or type your response back to them.

Via Your Textphone:

We understand that not everyone wants to use their mobile or computer to make calls. So, can use your Minicom or Uniphone textphone to contact us instead.

Simply dial 18001 followed by our customer service number and wait for a Relay UK assistant to connect to the call.

Once you have connected to a Relay UK assistant, you can then type or speak with one of our customer service advisors and the Relay UK assistance will type back anything our customer service team respond.

Medical Screening

Medical Quotes

If you are interested in purchasing a policy you will be required to declare all travellers medical conditions, you can do this online. Simply click get a quote, enter your details, and the quote process will guide you through a medical declaration.

If you have any questions, please feel free to chat with us (you’ll see the button at the bottom right hand of your screen throughout the quote process). Alternatively, you can contact us on 0333 005 1103 and hold the line to speak to a member of our team. We are open 8am-8pm Monday-Friday, and weekends 9am-5pm.

Change In Health

If you need to declare a change in health, you can do so online by logging into your customer area account, or creating a free account here. Or if you would prefer to speak to a member of the customer service team to declare conditions, you can contact us on 0333 005 1103 and hold the line to speak to a member of our team. We are open 8am-8pm Monday-Friday, and weekends 9am-5pm.

We would like to apologise in advance for any inconvenience caused by our busy phone lines, but we will always endeavour to answer your call or query as quickly as possible.

Claims

If you purchased a TopDog product:

For TopDog policy customers only – please call Travel Claims on: 01444 465581 between 9am to 5pm, Monday to Friday (Please listen carefully to the instructions so that your call can be directed to the correct team).

email: travelclaims@imglobal.com
or visit www.imglobal.com/member/assistance/claims

If you purchased any other product:

The easiest way to make a claim is on our Insurer’s secure website. This gives you time to gather all the documents you need, submit them online and means no waiting for the post. You can kickstart your claim here.

Their online claims portal is available 24/7, with an immediate decision available for certain claims.

Alternatively, you can call 0333 005 1083 and a member of our appointed claims team will assist you. For more information on the claims process, please visit this page.

Emergency Medical Assistance

For more information on what to do in a medical emergency, please visit this page.

If you purchased a TopDog product:

For TopDog policy customers only – to speak to a member of the emergency medical assistance team please call +44(0)1444 465579, the team is available 24 hours a day, every day of the year.

If you purchased any other product:

To speak to a member of the emergency medical assistance team please call 0333 005 1084, the team is available 24 hours a day, every day of the year.

Complaints

For more details around our complaints process and submitting a complaint, please visit this page.

Bereavement Service

If you need to let us know that a loved one has passed away, we are here to help.

You can speak to us via live chat or by calling 0333 005 1103. Our dedicated team will support you with cancelling or updating the policy, and we will make sure any non-essential letters or emails are stopped.

If there’s anything else you need, please just let us know.

Social Media

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