0345 111 0030
Monday to Friday 9am - 5pm

Email us

a claim

Medical Assistance

To log in to your account please enter the email address you used when you registered with us and your password.

Once logged in you can:

  • See your policy details 
  • Change your password 
  • View your policy documentation


Contact Customer Service
0345 111 0030
Lines are open 9am - 5pm Monday to Friday.

Email us

Contact our Travel Advice Line
+44 (0)345 122 8936
Open 24 hours, 7 days a week.


Choose the relevant link below to view and print your full Policy document.

If your policy number starts with JLPC, JLPW or you're not yet a customer:

If your policy started or renewed before 21 November 2016:

If your policy number starts with GB or JLP please contact us for documents:

Quick guide

For travel hints and tips see our quick guide to your policy (PDF)


To notify us of a claim
0345 123 1160
(24 hours, 7 days a week)

For existing claims
0345 123 1160
(9am to 5pm Monday to Friday)


For service complaints
0345 111 0030

For claims complaints
0345 123 1160

Write to:

For service complaints
John Lewis Travel Insurance
Prosepect House
Gordon Banks Drive
Stoke on Trent

For claims complaints
John Lewis Travel Insurance
Ageas House
SO53 37A

Call charges vary depending on who your telephone provider is. If you’re unsure, it’s best to contact them directly for their latest call charges.

All calls to 0800 numbers are free from BT landlines.

Charges may vary if you call 0800 or 0845 numbers from your mobile phone.

We always want to be able to resolve any concerns you raise with us. However, where you are not satisfied with the outcome, or if you have not received a reply from us within eight weeks of raising your complaint, you have the right to refer your case to the Financial Ombudsman Service.

You can contact the Financial Ombudsman Service in the following ways:

Call: 0300 123 9123


The Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
E14 9GE

You may also use the European Online Dispute Resolution (ODR) platform created by the EU Commission which allows customers to submit their complaints through a central site which will be forwarded to the Financial Ombudsman Service.


John Lewis Finance and John Lewis Insurance are trading names of John Lewis plc. The John Lewis Registered office address is: 171 Victoria Street, London, SW1E 5NN. Registered in England and Wales No. 233462.

John Lewis plc is an appointed representative (Financial Conduct Authority number 416011) of Ageas Retail Limited. John Lewis Travel Insurance is provided by Ageas Retail Limited (No1324965). Registered office: Ageas House, Hampshire Corporate Park, Templars Way, Eastleigh, Hampshire, SO53 3YA. Ageas Retail Limited is authorised and regulated by the Financial Conduct Authority (number 312468). Ageas Retail Limited is a sister company of Ageas Insurance Limited.

Copyright © John Lewis Partnership
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