0333 003 3161

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Most questions about certificates, refunds, claims and policy changes are answered in our FAQ section. It’s the quickest way to get the information you need — most visitors find their answer in under 30 seconds.

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Whether you're planning a trip, need help choosing the right cover, or have a question about an existing policy, we’re here to help. Just drop us a message using the form below or get in touch via phone or email — our team is ready to assist you before, during, or after your trip.

Our opening hours are from 9.30am to 5.00pm, Monday to Friday.
We are closed on Saturdays, Sundays and Bank Holidays.

For Policy Extensions please click here.

Still have a question? Use the form below and our team will get back to you as soon as possible.

For New Claims

Claims are submitted online via our secure Claims Portal, managed by CSAL for policies issued before 30 June 2025 and by IMG for policies issued from 30 June 2025.

Please visit our Claims Page for full details on how to submit your claim and what documentation you’ll need.


Medical Screening (pre-existing conditions)

Pre-existing medical conditions are handled by our dedicated screening team. To declare a condition or complete a screening, please contact them on 0204 599 4676.

Screening line hours: Mon–Fri, 09:00–17:30 (UK time).


Medical Emergency Assistance

If you are abroad and need urgent medical help, please use our 24-hour emergency assistance service:

Medical Emergency Assistance (24/7)

Big Cat Office Hours (general enquiries)

Mon–Fri: 09:30–17:00
Saturday: Closed
Sunday & Bank Holidays: Closed

Tel (general enquiries): +44 (0)333 003 3161

Big Cat Travel Insurance is a trading name of Flynow.com Ltd (registration No.FRN 1022075) who is authorised and regulated by the Financial Conduct Authority. You may check this on the Financial Services register at www.fca.org.uk or by contacting them on (0) 800 111 6768. © 2026 Big Cat Travel Insurance Services.  All rights reserved.