Manage your policy - M&S Travel Insurance

Want to renew, change or cancel your policy or need to make a claim? Here’s how to get in touch with us.

Visit our dedicated page to find the latest M&S Travel Insurance Covid-19 information and FAQs

View your policy documents online

You can view and print your policy documents online. To register all you need is the email address you gave us when you took out your policy and your policy number.

Customer services or changes to your policy

Please call the Customer Services team on 0800 051 6670 to change your cover – you'll need your policy details to hand.

Make a claim

To make a claim you will need to contact Aviva. You can claim online or by calling Aviva.

If you require urgent medical attention do not use the online form. Please contact the local emergency services and call Aviva on 0800 051 6561
or +44 160 360 4906 if you're calling from abroad.

If your claim does not require urgent medical attention you can make a claim online. By accessing this link you will leave the M&S Bank website and will be transferred to the Aviva website to make your claim.

You can also make a claim if you do not require urgent medical attention by calling Aviva on 0800 051 4780 or +44 160 360 3783 from overseas. Lines are open 8am-6pm Monday to Friday: 8am-4pm Saturday.

Please have the following information ready before you start your online claim:

  • Your personal details, plus details for anyone else claiming on this policy.
  • Details about your trip, for example, date of travel and airline (if it’s relevant).
  • Your bank account details so that Aviva can settle your claim as soon as a decision is made

If you'd like to make a claim under this section, you'll need your policy number to hand.

Call Aviva on 0800 015 7066 or +44 160 360 3344 from overseas.

Medical assistance and travel advice

The emergency medical assistance team is here to help 24 hours a day, 7 days a week. If you require urgent medical attention do not use the online form. Please contact the local emergency services and call Aviva on 0800 051 6561 or +44 160 360 4906 if you're calling from abroad.

Please have your policy number to hand when you call.

Renew your annual cover - 0800 051 6684

We'll send you a reminder before your current policy expires. This will explain what you need to do to renew your M&S Travel Insurance for another year. If you would like to talk to us about your renewal, our Customer Services team will be pleased to help.

Existing medical conditions

At each renewal you will need to tell us if you, or anyone else on your policy, have had any illness, injury or disease within the last 12 months where they have:

  • Been prescribed medication and/or
  • Received or are awaiting, medical treatment, tests or investigations and/or
  • Been referred to, or had a follow up with, a specialist and/or
  • Been admitted to hospital or had surgery

Where cover can be offered for existing medical conditions, the total premium will include the cost for this cover. However, if cover cannot be offered offer for certain medical conditions, or if you are not happy with the total premium, you may be able to obtain cover from a specialist medical insurer. The Moneyhelper has a list of these insurers – you can check its travel directory or call 0800 1387 777. Please note, you may not be able to find cover for undiagnosed symptoms and you may need to wait until you have a diagnosis before getting cover elsewhere.

Make a complaint

We are committed to providing the highest possible standards of customer service. If we haven't met your expectations, please do get in touch. We take on board all feedback and promise to do all we can to resolve problems quickly.

Please call our Customer Services team on 0800 056 3394, or write to us, quoting your policy or claim number, at M&S Travel Insurance Customer Care Team, Customer Service Centre, PO Box 7463, Perth, PH2 0YX.

Opening hours

8am-8pm Monday to Friday,
8am–6pm Saturday, 10am-2pm Sunday
Claims 8am-6pm Monday to Friday,
8am-4pm Saturday

Medical assistance and travel advice lines are open 24 hours a day.

Calls are recorded.

Important documents

M&S Travel Insurance Product Information Document

M&S Travel Insurance Policy Booklet

M&S Travel Insurance Summary of Cover limits

M&S Travel Insurance Privacy Notice

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