Changes and Cancellation | Travel Insurance Direct (TID)

• Refund inside the cooling-off period
• Refund beyond the cooling-off period
• Single Trip policies on The Works, The Basics and Domestic Plans
• Annual Multi Trip Policies
• Understanding what it means to cancel your policy
• How to make changes to your policy

Even the most organised globetrotters with the best laid plans can have their travels thrown into chaos due to unforeseen circumstances.

With Travel Insurance Direct (TID), whichever policy you choose allows you to amend extend, or cancel your travel insurance policy. You can do this via your online account or by contacting us – when you get in touch we will check your policy and make any changes we can in accordance with your circumstances.

Refund inside the cooling-off period

Both International and domestic TID policies – The Basics, The Works, Domestic, Annual Multi Trip  - are subject to a 21 day ‘cooling-off’ period within which travellers may be able to cancel their policy and receive a full refund. 

If you want to cancel a policy within the cooling-off period, TID will refund your premium as long as you aren’t using your policy in any way, for example:

- you haven’t travelled under your policy or started your trip;
- you have not made a claim and do not intend to make a claim; and
- you are not exercising any other right under the policy.

For full details on the cooling-off period, refer to the PDS. 

Refund beyond the cooling-off period 

As a team of passionate travellers ourselves, we know that in some circumstances you may be unable to travel due to border closures or natural disasters which may impact you after the cooling-off period has expired. 

In these circumstances, TID may offer eligible customers the option to cancel their policy outside the cooling-off period and obtain a refund. Please note: to be eligible for a refund, you cannot have started your trip, have made a claim, or intend to make a claim or exercise any other right under your policy.

Single Trip policies on The Works, The Basics & Domestic Plans 

If you are unable to travel due to coronavirus related travel restrictions, and you haven't used and don't need to use your policy to travel or claim, you are eligible to be considered for a refund.

Before you go ahead and cancel, we ask that you consider the implications and any existing value under the policy, including for example any pre-trip cancellation cover you may have. The extent of cover afforded will depend upon both the PDS and your individual circumstances. 

Annual Multi Trip policies 

For Annual Multi Trip policyholders whose travel plans are disrupted by coronavirus travel restrictions, we recognise you may be unable to travel and may wish to cancel your policy. 

If you are unable to fully use your policy due to  travel restrictions, and you haven't and don't need to use your policy to claim you may be eligible to obtain a refund for the unused portion of your policy. 

We will calculate any refund from the later of the date you returned to your home, and the date your use of your policy was impacted by a coronavirus related travel restriction. 

Understanding what it means to cancel your policy

Remember, cancelling your policy means you won’t be eligible for any cover, and you won’t be able to make any claim under the policy. If you request and are granted a refund, your policy cannot be reinstated.

If you have any questions or for assistance when claiming, please contact us. 

How to make changes to your policy

1. Log in to your account 

1. On the top right, click on My account 

2. Enter in the same email address used to purchase your TID policy and click Next. 

Note: If you’re experiencing issues logging in: 

• Check you are using the correct email address and have typed it in correctly 

• Check your spam or junk folder in your email if you have not received a verification code 

• Check you have typed in the verification code correctly 

• Check you are using the most recent verification code and that it has not expired 

2. Select policy 

1. Once you have logged in, click on My Policy located on the left panel 

2. If you have one active policy, click on Cancel Policy.

If you have two or more policies, select the policy you would like to amend your trip dates for by clicking on the View/Amend policy button then click Cancel Policy 

3. Cancellation confirmation

1. When you click on the Cancel Policy button you'll see a Cancellation confirmation pop-up.

2. After you have read and understand the declaration, tick the checkboxes to confirm your cancellation request and click on Yes, Please cancel my policy.

3. A cancellation confirmation will then be displayed, and you’ll receive an email confirmation shortly after.

4. Cancelled policy status

1. After you have cancelled a policy, you can navigate back to My Policy to see the status of your policy.