Note: All claimants whose holiday included a flight, or for which an ATOL Certificate was provided, should contact ATOL regarding any monies paid for a trip which is not taking place.

All other claimants who require a refund need to follow the process set out below:

  1. If you paid by credit card, contact your card provider and make a claim under Section 75 of the Consumer Credit Card Act.
  2. If you paid by debit card, contact your card provider and make a claim under the Debit Card Chargeback Scheme (you have up to 120 days from the date you were advised of your trip’s cancellation. For more information on credit or debit card refunds please click here.
  3. If you did not pay by credit or debit card but you have a personal travel insurance policy or other cancellation insurance policy you need to make a claim under those policies.

If you are not able to make a refund claim through any of the above methods, then you may be able to make a claim under the Travel Financial Insolvency Insurance Policy which was arranged by your Tour Operator.

Please email us at fpclaims@cegagroup.com.

Please note that a link to our end-to-end claim portal will appear here soon.

If you are unable to access a computer, please write to us at the address below:

EVO Insurance Claims
PO Box 1124
Portsmouth
PO1 9XY

We will ask you to confirm a number of details relating to your booking to check whether your booking is covered and that you have completed all the steps set out above.

Once a claim has been validated and a payment authorised, we will then request the bank account details of the person named on the FFI certificate to make payment. If you do not have a valid claim, we will explain the reasons why in writing.

All data will be processed as detailed in our published privacy policy.

If you are dissatisfied with the way in which your claim is handled, you can make a complaint by following the published complaint procedure.