Who is Companjon?
We are an innovative insurtech company, headquartered in Dublin, Ireland.
Companjon specializes in embedded insurance that serves as a safety net for when things don't go as planned, be it travel-related or making bookings and purchases. Our insurance solutions are all digital, hassle-free and designed to bring peace of mind when you need it most.
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What is Trainline Cancel for Any Reason?
Cancel for Any Reason offers you compensation for part of your ticket cost if you have to cancel your journey for any reason. You will be eligible for this compensation if you insured your journey at the time of purchase and cancelled your journey within the Cover Period as stated in your Membership Certificate.
This is just an overview of the insurance conditions. A full explanation of the Trainline Cancel for Any Reason can be found in the benefit guide.
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Does cancel for any reason REALLY mean any reason?
You don't need to tell us why you are cancelling your trip, just cancel your journey on the Trainline platform within the Cover Period as stated in your Membership Certificate and we will immediately get to work on processing your compensation.
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What is not covered?
• You cancelled your journey outside your cover period; or
• Payment of the compensation is prohibited under any applicable law or sanction regime.
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How can I add Trainline Cancel for Any Reason to my journey?
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How do I know if I'm eligible to purchase Cancel for Any Reason?
Cancel for Any Reason is not available on all fares. Where it is available on your chosen fare, you will see the option to add Trainline Cancel for Any Reason when purchasing provided you meet the below criteria.
• You are booking your journey more than 30 minutes but less than 120 days in advance of the scheduled departure time;
• The booking on the Trainline Platform is being paid for in Euro;
• You have the legal capacity to use the booking services on the Trainline Platform; and
• You are booking your journey on the Trainline Platform whilst located within an EEA country
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I don't have the option to include Trainline Cancel for Any Reason on the checkout page, why?
If you are unable to see the option to add Cancel for Any Reason to your purchase, you or your journey likely does not meet one or more of the eligibility conditions.
If you think you meet the criteria above but still are having issues with purchasing the insurance, please contact us and we will be happy to investigate this for you.
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Can I add Cancel for Any Reason to my return trip?
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I cannot find my insurance confirmation, how can I receive my insurance documentation again?
When you buy Cancel for Any Reason, your insurance details are automatically sent to the email address you purchased your journey with on the Trainline Platform. You should therefore be able to find your insurance information from us in your email inbox, please check your spam folder as sometimes it can end up there.
If you still cannot find the confirmation, please contact us and we will be happy to resend your documentation as soon as possible.
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Can I cancel my Cancel for Any Reason insurance?
You may cancel your insurance within 14 days of receiving the membership certificate and receive a full refund of the membership fee you paid, provided that no compensation has been claimed or is pending claim.
It is not possible to cancel your insurance with a full refund after the 14 days have passed or if you purchased your Cancel for Any Reason less than 28 days before the scheduled departure time of your journey.
How to cancel your insurance:
- Via MyCompanjon account: If you have an account, log in to cancel your membership. Haven’t created a MyCompanjon account yet?
- Contact us
Note: Cancelling your insurance does not affect the validity of your journey and the underlying purchase with Trainline.
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Can I transfer my Cancel for Any Reason to a new ticket after an exchange?
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I provided the wrong personal details for my insurance, what should I do?
Certain personal details on your insurance can be updated by logging into your MyCompanjon account and using the ‘Edit/Modify’ function available on the homepage.
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I changed my personal details, when will I receive a confirmation that these have been successfully updated?
You will receive a confirmation email from us with your updated Cancel for Any Reason details immediately after a change has been successfully made.
If you do not receive this confirmation email (including checking your spam folder), please contact us.
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Can I change or request a cancellation of the insurance if I'm not the main insured?
Only the individual who purchased the insurance can make changes or cancel the cover.
They can use their MyCompanjon account to update personal details or cancel the insurance.
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I received an email saying my cover has been cancelled. What happened?
We avoid cancelling your insurance unless it is absolutely necessary.
We may have cancelled your insurance due to a change to your insurance which impacts your eligibility for coverage.
If you feel that your insurance was cancelled in error, please contact us and we will be happy to support.
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My insurance has been cancelled. How is my refund processed?
You will receive an email after your insurance has been cancelled with information on how to process your refund.
If you did not receive an email after cancelling your insurance, please contact us and we will be happy to support.
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What is MyCompanjon?
Your MyCompanjon account is a one-stop shop for insurance management, claims and product coverage information 24-7.
You can use your MyCompanjon account to:
- View your insurance details (including your IPID and Terms and Conditions)
- Make changes to your insurance or cancel your cover
- View your claims
- Contact our customer service team
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How can I create a MyCompanjon account?
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I'm having issues logging into my MyCompanjon account.
Here are a few steps to help you resolve common login issues, depending on what’s happening:
Error Message After Entering Email
If you see a red box with the message "We're sorry, something went wrong" after entering your email, it's likely that the email address you're using isn't associated with your account. This may be a private or encrypted email address.
- Please ensure you're using the same email address used when purchasing your insurance.
- You can find this email listed in your insurance certificate.
Issues with the OTP Code (One-Time Password)
The code will be sent to the same email you entered.
- Avoid requesting multiple codes, as each new request cancels the previous one.
- Look for an email titled “Your OTP (One-Time Password) for Secure Access”
- If you're having issues to locate it, check your spam or junk folders.
If you continue to have issues logging into your MyCompanjon Account, you can contact us and we will be happy to investigate this for you.
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How can I delete my account ?
You can delete your MyCompanjon account by logging in at https://member.mycompanjon.com.
Once logged in:
- Click the profile icon in the top-right corner of the page.
- In the dropdown menu, select "Delete Account".
- Follow the confirmation steps to permanently delete your account.
Please note: This action is irreversible and will remove your account and associated data.
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How do I cancel my ticket?
To avail of the Cancel for Any Reason insurance, you must cancel your journey on the Trainline Platform no later than the end date and time specified in your Membership Certificate. Where you have more than one journey insured, you must cancel each journey separately. This includes return trips, with an outward journey and a return journey. Otherwise you will not receive full reimbursement. You will be guided through the cancellation process on the Trainline Platform.
You can read more about how to cancel your journey on the Trainline Platform here.
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I cancelled my ticket, what should I do now?
So long as you have Cancel for Any Reason and you have successfully cancelled your journey through the Trainline Platform, a claim will be automatically initiated to assess if the cover is applicable.
You will receive an email from us shortly after cancelling your journey confirming if you are eligible for compensation under your insurance. If you are, you will also receive instructions on how to receive this.
If you do not receive anything from us after cancelling your insured journey, please contact us and we will be happy to look into this for you.
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I received an email confirming my journey was cancelled, what are the next steps?
The email you receive confirming that you are eligible for compensation under your Cancel for Any Reason insurance contains a payment link. Simply click on the link and follow the on-screen instructions. Here's a quick guide:
Accessing Your Account
- Go to https://member.mycompanjon.com
- Enter the email address associated with your insurance policy (the one used at purchase)
- Click "Continue" to receive a 6-digit verification code
- Check your inbox for an email titled “Your OTP (One-Time Password) for Secure Access”
- If you don’t see it, be sure to check your spam or junk folder
Navigating to Your Claim
- Once logged in, select “Claims History” from the purple sidebar on the left
- Click on '"Submit Bank details" under the relevant claim to continue
Completing the Payment Process
You’ll be asked to provide your personal and banking details to initiate the payment. Once submitted, the payment issuance will begin.
Please note:
- Transfer times may vary depending on your bank’s processing times.
- Only bank accounts are accepted for payments — card numbers and PayPal accounts are not supported
- The payment will not be automatically issued to the original payment method used to purchase your ticket
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How is my compensation calculated?
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How will I be compensated?
If your claim is approved, you will receive an email from us with instructions on how to provide your payment details to receive your compensation.
Please note:
The payment is not automatic — you must follow the instructions to complete the process.
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I received a message saying my payment could not be processed. What happened?
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My claim wasn't automatically submitted. What do I do?
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Why was my claim rejected?
The reason why a claim has been declined is provided to you in the email you receive after your claim has been assessed.
If you cannot find the email, please check your spam folder. If you still cannot find it, contact us and we can help.
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I'm unhappy with my claim outcome. What can I do?
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I'm having issues submitting my payment details
If you're encountering issues while submitting your payment details, here are some common scenarios and solutions:
- Invalid bank details: Make sure you're entering the correct details for your preferred bank account. Please note that card numbers are not supported.
- Technical error: If something isn’t working correctly, try using a different browser or device (e.g., switch from mobile to desktop).
- Page stuck loading: Check your internet connection, refresh the page, or try again later.
- Country not listed: If your country doesn't appear in the drop-down menu, please contact us here
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How does Companjon process my data?
Your membership pack explains how Companjon collects, uses and stores your personal data when you purchase Cancel for Any Reason Insurance. It also outlines how you can exercise your privacy rights and how we comply with our obligations under data protection legislation.
You can conveniently access it here.
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I want my data deleted, how do I do this?
To exercise any of your rights under GDPR, including a right to request deletion of your personal data, please email us at dataprivacy@companjon.com.
Please include your name, insurance number and details of your request in the email.
We will aim to fully respond to Your request within one-month of receiving it.
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How can I contact you?
If you're having trouble finding the answers you need in our FAQs you can contact us via:
Chat: We recommend to use this channel if you have an urgent question to ask and need a quick reply.
Contact Form: Perfect for contacting us outside of our customer service team's opening hours. While not as quick as our chat, we will make sure to contact you back via email within 1 business day.
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What languages can I speak to you in?
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How can I give you some feedback on the service I received?
We strive to deliver the highest quality customer service and work hard to resolve any problems and capture feedback.
You can contact us to share your feedback. We are looking forward to hearing from you!
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I have a complaint. How do I raise this with you?
We are committed to providing the highest level of service to you.
Sometimes however, things can go wrong. As a valued customer you have the right to submit a complaint.
You can submit your complaint either via chat or through our contact form at the bottom of this page.
We promise to acknowledge your complaint within 5 business days of receipt and will provide you with information regarding next steps. You can read more about how our complaints process works in your Membership Pack.
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