Does Cancel for Any Reason REALLY mean any reason?
Yes! Cancelled trips are a bummer in every circumstance, so why should your Cancel for Any Reason exclude anything?
You don't need to tell us why you are cancelling your trip, just cancel your journey on the Trainline platform no later than the end date and time specified in your Membership Certificate, and we will immediately get to work on processing your compensation.
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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 no later than the end date and time specified 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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What is not covered?
You will not be eligible for compensation under Trainline Cancel for Any Reason under the following circumstances:
- 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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Can I add Cancel for Any Reason to my return trip?
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I don't have the option to include Trainline Ticket Cover 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.
We totally appreciate that you would love to include this cover and that this may be disappointing to hear. While this may not be available now, we are growing fast and hope to expand our services in the future.
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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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 British Pound Sterling, US Dollar and 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 United Kingdom.
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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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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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I provided the wrong personal details for my service, 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 contact us.
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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.
If you wish to cancel your insurance, you can do so via your MyCompanjon account. Haven't created your MyCompanjon account yet?
Note: Cancelling your insurance does not affect the validity of your journey and the underlying purchase with 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 can make changes or cancel the cover.
They can use their MyCompanjon account to update personal details or cancel the service.
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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 eligibbility 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 service, please contact us and we will be happy to support.
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How can I create a MyCompanjon account?
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How can I delete my account ?
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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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I'm having issues logging into my MyCompanjon account.
How you resolve problems logging into your Companjon account depends on the type of issue preventing you from logging in.
If you see a message that says 'Your password is incorrect'
Click 'Forgot your Password?' located on the login page and follow the step-by-step instructions provided. We'll send you an email with a link to reset your password.
If you see a message that says 'We can't seem to find your account'
The email address entered when signing in does not match the email address you used to create your account or you signed up using Google, Facebook, LinkedIn or Microsoft.
- Attempt login with any alternative email addresses you may have used when creating your account
- Attempt login using the social media channel that you may have used when creating your account
If you see a message that says 'User does not exist'
The social media channel used to login does not match the channel you used when creating an account. Please try to log in again using an alternative social media channel or with your email/password.
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 is my compensation calculated?
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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 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.
For Registered Bookings: Access your booking directly from the "My Tickets" section of your Trainline account.
For Guest Bookings: Access your booking directly through the "Manage Booking" button in your confirmation email.
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?
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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How will I be compensated?
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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:
Send Code: Click the 'Send Code' button in the first step. This triggers a 6-digit code sent to the email address used during your insurance purchase. Enter this code to proceed.
Trouble finding the code: Look for an email titled “Trainline Cancel for Any Reason Insurance – Your One Time Password for Secure Access.” If you can't locate it immediately, please check your spam or junk folder.
Completing the process: Once you've successfully submitted the code, you'll be prompted to provide personal and banking details necessary for payment processing.
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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:
Finding the 6-digit code: Look for an email titled “Trainline Cancel for Any Reason Insurance – Your One Time Password for Secure Access.” If you can't locate it immediately, please check your spam or junk folder.
The code expired: If the OTP code has expired, you can easily request a new one to proceed with your transaction.
Technical error: If you are experiencing technical issues, try accessing the submission process using different browsers or devices. If the problem persists, please contact us and our customer service team will be ready to help you.
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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.
If you disagree with the outcome of your claim, you can contact us at complaints@companjon.com and we will investigate this for you.
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I'm unhappy with my payout outcome. What can I do?
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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.
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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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What languages can I speak to you in?
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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. Our team are available via chat Monday to Friday from 9AM to 5PM CET.
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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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 form 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 through our contact form.
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 the terms and conditions of your insurance or here.
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