Trainline

• Cancellation due to the following reasons:
  • injury or illness; or
  • summoned as a member of jury service, or witness in a court of law; or 
  • being made redundant; or 
  • being called up as a member of the armed forces 
  • your home becoming uninhabitable or requiring immediate repair following fire, storm or flood 
  • your presence being required by the emergency services
• Missed departure due to the following reasons: 
  • failure in public transport due to strike or industrial action, adverse weather conditions, mechanical failure or direct involvement in accident; or
  • your motor vehicle being involved in an accident or breaking down; or
  • delay due to traffic or road closures.
• Additional costs reasonably incurred to get you to your final destination due to a missed connection for the following reasons:
  • failure in public transport due to strike or industrial action, adverse weather conditions, mechanical failure or direct involvement in accident
• Alternative travel arrangements for overnight accommodation if you are unable to complete your journey due to:
  • strike or industrial action, adverse weather conditions, mechanical failure or direct involvement in accident.
• Accidental damage to or loss or theft of personal effects (not including gadgets), personal money or travel documents. 

Details of policy limits, conditions and exclusions can be found in the policy wording and IPID e-mailed to you as part of the insurance policy purchase. 

As part of the claims process ERGO will ask for some documentation to assist their claim handlers review the claim. To find information on what documentation may be requested please click here. This list is not exhaustive and ERGO may ask for additional documentation. 

For policies with a policy number beginning with ERG the insurance is underwritten by ERGO Travel Insurance Services Ltd. For all other policy numbers the insurance is underwritten by ETI- International Travel Protection. 

You may be able to cancel or amend your ticket through Trainline if you are unable to travel for a reason not covered by the insurance policy. Please click here to see if you can amend or cancel the train ticket through Trainline. 

If the policy does not meet your requirements, you may cancel it within 14 days of issue provided you have not started a trip, made or intend to make a claim. We will cancel the policy and refund your premium in full. To cancel your policy, you can contact us.

Please note: If your booking was made less than one month before departure, the cooling-off refund policy does not apply. Additionally, if your journey has already taken place, refunds on your insurance policy are not available from Trainline or Ergo.

Before making a claim, please check with Trainline whether the ticket can be amended or cancelled. 

To make a claim please contact ERGO, you'll need your policy number so please make sure you have this handy before getting in touch. You'll find it in the policy document attached to the email you received from ‘Trainline - Travel Insurance’.

The easiest way to make a claim is online. In the policy confirmation email from ‘Trainline – Travel Insurance’ there is a link to the online claims journey. Alternatively, you can click here or call +44 (0) 1403 286 536 (Monday – Friday 09:00 – 17:00) or download a claim form from ERGO website by clicking here. 

As part of the claims process ERGO will ask for some documentation to assist their claim handlers review the claim. To find information on what documentation may be requested please click here. This list is not exhaustive and ERGO may ask for additional documentation. 

Call +44 (0) 1403 286 536 (Monday – Friday 09:00 – 17:00)