Does Cancel for Any Reason REALLY mean any reason?
Yes!
You don't need to tell us why you are cancelling your trip. Simply cancel your journey on the Trainline website or app no later than the end date and time specified in your Insurance Certificate, and we will immediately begin processing your cancellation.
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What is Trainline Cancel for Any Reason?
Cancel for Any Reason provides compensation for your ticket if you 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 no later than the deadline indicated in your Insurance Certificate.
This is just a summary of the insurance terms. For full details, please refer to the Trainline Cancel for Any Reason Terms and Conditions.
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What is not covered?
- You cancelled your journey outside your cover period; or
- Compensation is prohibited by applicable laws or sanction regulations.
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How can I add Trainline Cancel for Any Reason to my journey?
Simply ensure the option remains selected throughout your purchase, and once completed, you will receive confirmation of your insurance along with the Terms and Conditions.
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Can I add Cancel for Any Reason to my return trip?
You have the option to apply it to your outward journey, return journey, or both. If you choose both, you will receive separate policies for each leg, giving you peace of mind and full access to Cancel for Any Reason for each part of your journey.
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I don't have the option to include Trainline Ticket Cover to my booking. Why?
If the option to add Cancel for Any Reason is not visible during your booking, it likely means that you or your journey does not meet one or more of the eligibility criteria.
We understand this may be disappointing. However, while it may not be available right now, we are growing quickly and hope to make it accessible to more journeys in the future.
If you believe you meet the eligibility requirements but are still unable to add the insurance, please get in touch via our chat and we will be happy to look into this for you.
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How do I know if I'm eligible to purchase Cancel for Any Reason?
If it is available on your selected fare, you will see the option to add Trainline Cancel for Any Reason to your booking, provided you meet the following criteria:
- You are booking your journey more than 30 minutes and less than 120 days before the scheduled departure time;
- Payment is made in British Pound Sterling, US Dollar, or Euro;
- You have the legal capacity to use the booking services on the Trainline platform; and
- You are located in the United Kingdom at the time of booking.
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Who is Companjon?
Companjon is an innovative insurtech company headquartered in Dublin, Ireland.
We specialise in embedded insurance that protects you when plans change unexpectedly, such as trip cancellations or issues with 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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I cannot find my insurance confirmation, how can I receive my insurance documentation again?
When you purchase Cancel for Any Reason, your insurance details are automatically sent to the email address used in your booking on the Trainline website or app. Please check your inbox for this confirmation. If you do not see it, be sure to check your spam or junk folder as well.
If you are still unable to find the email, please contact us and we will gladly resend your documentation as soon as possible.
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I provided the wrong personal details for my service, what should I do?
You can edit certain personal details related to your insurance by logging into your MyCompanjon account and selecting the ‘Edit/Modify’ option on the homepage.
To access your account, visit member.mycompanjon.com and make sure to log in using the original email address you used at the time of purchase.
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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 with your updated Cancel for Any Reason details as soon as the changes have been successfully processed.
If you do not receive this email, please check your spam or junk folder. If you still can not find it, please contact us and we will be happy to assist you.
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Can I cancel my Cancel for Any Reason insurance?
A full refund is not available if the 14-day period has passed, or if you purchased Cancel for Any Reason less than 28 days before your scheduled departure.
To cancel your insurance, simply log in to your MyCompanjon account using the original email address you used at the time of purchase.
Please note: Cancelling your insurance does not affect your journey or the original booking made through Trainline.
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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 is authorised to make changes or cancel the cover.
They can log in to their MyCompanjon account to update personal information or cancel their policy.
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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.
In some cases, your insurance may be cancelled due to changes that affect your eligibility for coverage.
If you believe your policy was cancelled in error, please contact us and we will be happy to review the situation and assist you.
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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 service, please contact us and we will be happy to support.
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How can I create a MyCompanjon account?
After purchasing Cancel for Any Reason Insurance, you will receive a confirmation email with the key details of your policy and the full Terms and Conditions. This email also includes a unique link to access your MyCompanjon account.
By following the link, you'll be guided to your personal MyCompanjon account, where you can access your insurance documents, make changes to your personal details and cancel the insurance.
You can easily access it here, using the email address associated to your insurance.
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How can I delete my account ?
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.
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What is MyCompanjon?
Through your MyCompanjon account, you can:
- View your insurance details, including your IPID and Terms and Conditions
- Make changes to your policy or cancel your cover
- Track and review your claims
- Easily contact our customer support team for assistance
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I'm having issues logging into my MyCompanjon account.
Having trouble logging into your 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're still unable to log in, please don’t hesitate to contact our support team so we can investigate and assist you directly.
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How is my compensation calculated?
Cancel for Any Reason provides partial compensation for your ticket if you cancel your journey for any reason. The compensation amount remains the same regardless of when you cancel and is specified in your Insurance Certificate.
Please note that this payout does not include any fees paid for the insurance cover or the booking itself.
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How long does it take to receive compensation?
Please note: The payment is not automatic — you must follow the instructions in the confirmation email to complete the process.
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What country should I select when providing my payment details?
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How do I cancel my ticket?
To avail of your Cancel for Any Reason insurance, you must cancel your journey on the Trainline website or app by the deadline stated in your Insurance Certificate. Please do not try to cancel your ticket via MyCompanjon.
If you have insured more than one journey, such as an outward and return trip, each journey must be cancelled separately. Failing to do so will result in not receiving your full reimbursement.
For Registered Bookings: Access your booking directly from the “My Tickets” section in your Trainline account to access and cancel your booking.
For Guest Bookings: Use the “Manage Booking” option in your Trainline confirmation email to access your trip.
For full instructions, you can read more about how to cancel your journey on the Trainline platform here.
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I cancelled my journey, what should I do now?
As long as you have purchased Cancel for Any Reason cover and have successfully cancelled your journey via the Trainline platform, a claim will be initiated automatically to determine your eligibility.
You will receive an email from us shortly after cancelling your journey confirming whether you are eligible for compensation under your insurance policy. If eligible, the email will also include instructions on how to receive your payment.
Please Note: The payment is not automatic — you must follow the instructions to complete the process.
If you do not hear from us after cancelling your insured journey, please contact us and we will be happy to investigate further.
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How will I be compensated?
Please note:
The payment is not automatic — you must follow the instructions to complete the process.
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I received an email confirming my journey was cancelled, what are the next steps?
If you're eligible for compensation under your Cancel for Any Reason insurance, you will receive a confirmation email that includes a secure link to the MyCompanjon portal. Follow the steps below to access your account and complete the payment process:
Accessing Your Account
- Go to 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
- 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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I'm having issues submitting my payment details
- 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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My claim wasn't automatically submitted. What do I do?
If you purchased Cancel for Any Reason cover and have successfully cancelled your journey via the Trainline website or app, a claim will be automatically initiated to assess your eligibility for compensation.
You should receive an email from us shortly after cancellation with the subject line “Trainline – Submit Your Details for Payment”. This email confirms your cancellation and includes instructions on how to complete the process and receive your payment.
Be sure to check your spam or junk folder if you don’t see it in your inbox.
You can also log into your MyCompanjon account to check the status of your policy and claim at any time.
If you haven’t received the confirmation email or haven’t heard from us after cancelling your insured journey, please contact us. We’ll be happy to investigate further.
Please Note: The payment is not automatic — you must follow the instructions provided in the email to complete the process.
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Why was my claim rejected?
The reason your claim was not approved is outlined in the email you receive after your claim has been reviewed.
If you do not see this email, please check your spam or junk folder. If you are still unable to locate it, feel free to contact us and we will be happy to assist you.
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I'm unhappy with my payout outcome. What can I do?
We are sorry to hear that you are dissatisfied with the outcome of your claim. If you have any questions or would like further clarification regarding the decision, we’re happy to assist.
Please don’t hesitate to contact us. Our team will be glad to review the case and provide any additional information you may need.
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My train was cancelled. What happens now?
- If the cancellation occurs during your cover period, you can still cancel your journey via the Trainline platform and claim compensation.
- If the cancellation happens outside your cover period, your policy will have expired and you will not be able to submit a claim.
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How does Companjon process my data?
Our Terms and Conditions provide detailed information on how Companjon collects, uses, and stores your personal data when you purchase Cancel for Any Reason insurance. It also outlines how you can access your privacy rights and how we comply with our legal obligations under data protection laws.
You can access the Terms and Conditions here.
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I want my data deleted, how do I do this?
To exercise any of your rights under the General Data Protection Regulation (GDPR), including the right to request the deletion of your personal data, please email us at dataprivacy@companjon.com.
Please include your full name, insurance number, and the details of your request in the email.
We aim to provide a response within one month of receiving your request.
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What languages can I speak to you in?
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How can I contact you?
If you are unable to find the information you need in our FAQs, you can reach out to us through the following channels:
Chat:
For urgent questions or quick assistance, we recommend using our chat service. Simply click the chat icon at the bottom right corner of this page
Contact Form:
Recommended for enquiries outside of our operating hours. Although response times may be longer than the chat, we will ensure you receive a reply via email within one business day.
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How can I give you some feedback on the service I received?
We are committed to providing the highest quality customer service and are always working to resolve issues and gather valuable feedback.
Please feel free to use our contact form to share your thoughts. We look forward to hearing from you!
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I have a complaint. How do I raise this with you?
We are committed to delivering the highest level of customer service at all times.
However, if something does not meet your expectations, you have the right to submit a complaint. Your feedback is very important to us.
You can submit a complaint by emailing us at complaints@companjon.com
We will acknowledge receipt of your complaint within five business days and will inform you of the next steps in the process.
For more information on how our complaints process works, please refer to the terms and conditions of your insurance.
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Does Cancel for Any Reason cover the entire booking, including extras like seat reservations or upgrades?
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Can I add Cancel for Any Reason after booking my journey?
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Can I change my departure or arrival destination or the date? Does the insurance move over?
If you exchange your ticket after the policy has commenced:
- Your insurance policy will end immediately
- Your premium will not be refunded
- The policy will not transfer to the new ticket
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