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Trainline Trip Cover offers you compensation for financial loss related to your booking due to specific unforeseen events or in cases of accidental damage or theft of your personal belongings during your journey.  You will be eligible for this compensation if you have insured your journey at the time of purchase through the Trainline Platform and submit your claim in accordance with the applicable conditions.

This is just an overview of the insurance conditions. A full explanation of the Trainline Trip Cover can be found in the benefit guide. 

You will not be eligible for compensation under Trainline Trip Insurance under the following circumstances:

  • Legal Restrictions: If compensation is prohibited under any applicable law or sanction regime.
  • Incomplete Documentation: If you fail to provide any documentation requested by us.
  • Pandemics or Epidemics: Claims directly caused by pandemics or epidemics officially declared by the World Health Organisation.
  • Loss of Personal Belongings: Loss of personal belongings is not covered.
  • Pre-Existing Medical Conditions: If you are unable to travel due to a medical condition that existed before purchasing Trainline Trip Cover.
  • Excluded Items: Items not explicitly listed as personal belongings are not covered.
    Strikes or Industrial Actions: Delays caused by strikes or industrial actions announced before booking your journey.
  • Business-Related Equipment or Money: Any equipment or money associated with business activities is not covered.

If your booking is eligible for Trainline Trip Cover, you will see the option to purchase the insurance during the booking process on the Trainline Platform. Just make sure to select this option while completing your purchase. After the transaction, you will receive confirmation of your insurance and a membership pack from us.

Please note that it is not possible to add Trainline Trip Cover to your booking after completing your purchase.

Yes, you can add Trainline Trip Cover to your return trip.

If you are unable to see the option to add Trainline Trip Cover to your purchase, you or your booking likely does not meet one or more of the eligibility conditions.

We totally appreciate that you would like 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 but still are having issues with purchasing the insurance, please contact us [anchor to contact form] and we will be happy to investigate this for you.
 

Trainline Trip Cover is not available on all fares. Where it is available on your chosen fare, you will see the option to add it when purchasing, provided you meet the below criteria:

  • Your journey must be booked more than 10 minutes but less than 120 days before the scheduled departure time.
  • The booking must be made on the Trainline Platform and paid in Euro, British Pound Sterling, or US Dollar.
  • You must make your booking while located within a country in the European Economic Area (EEA).
  • You must have the legal capacity to use the Trainline booking services.
  • You must hold a valid ticket for the journey, either for yourself or for any fellow traveler.

No, once your membership has commenced, the Trainline Trip Cover cannot be transferred to a new ticket. If you exchange your ticket after the membership begins, your membership will cease, and the Membership Fee will not be refunded. You will need to purchase a new Trainline Trip Cover for the new ticket if applicable.

If your journey is canceled by Trainline or the train operator, your Trainline Trip Cover membership will cease. In this case, you are eligible for a refund of your Membership Fee. Please contact us to request the refund, and we’ll assist you promptly. Unfortunately, cancellations by Trainline or the train operator are not covered by Trainline Trip Cover.

We are an innovative insurtech company, headquartered in Dublin, Ireland.

Companjon specialises 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.

Companjon Insurance DAC (trading as Companjon) is regulated by the Central Bank of Ireland. Companjon Services DAC (trading as Companjon), is regulated by the Central Bank of Ireland. Companjon Admin GmbH is authorised by the Chamber of Commerce and Industry Düsseldorf, Germany and is regulated by the Central Bank of Ireland for conduct of business rules (Irish customers only). Companjon Services DAC carries out insurance distribution activities and provides outsourcing services to Companjon Insurance DAC and Companjon Admin Gmbh.

Insurance Management

When you buy Trainline Trip Cover, 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.

Yes, you can cancel your policy with us up to 14 days after you receive the Insurance Certificate and receive a full refund of the premium, subject to the following conditions:

  • You purchased your policy more than 28 days before the Scheduled Departure Time, and
  • No Compensation has been claimed or is pending

How to cancel your insurance:

Note: Canceling your membership will not affect the validity of your Trainline booking or the underlying tickets for your journey.

Only the Member named on the Insurance Certificate can make changes or cancel the cover.

They can use their MyCompanjon account to update personal details or cancel the insurance.

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. 

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. 

Account

Please contact us and we will be happy to assist you. 

Claims

You can claim compensation for Ticket Non-Use if you are unable to undertake your journey due to:

  • Accidental bodily injury, illness, or death affecting you, a fellow traveler, a relative, or a friend you planned to travel or stay with.
  • A medical practitioner advising you or a fellow traveler not to travel for health reasons unrelated to a pre-existing condition.
  • Being summoned for jury service or as a witness in court (excluding expert witnesses).
  • Being called to military service or posted overseas.
  • Job redundancy, provided you inform us within 14 days of the announcement.
  • Your or a fellow traveler’s home becoming uninhabitable or requiring urgent repair due to fire, storm, or flood, or if required by emergency services within 48 hours before your journey.
  • A burglary at your or a fellow traveler’s home within 48 hours before your journey, reported to the police or relevant authorities.
  • The unforeseen cancellation or rescheduling of a medical appointment for you or a fellow traveler.

For more details, check your Membership Pack.

You can claim compensation for missed departure or missed connection if it occurs due to:

  • Public transport failure to get you to your departure point due to a strike or industrial action within 24 hours prior to departure.
  • A status orange or red weather alert within 24 hours prior to departure, making it unsafe to travel to your departure station.
  • An accident or breakdown of your private vehicle within 24 hours prior to departure.
  • Delays caused by heavy traffic or road closures that were unforeseen and severe enough to be reported on a recognized motoring or news platform within 12 hours prior to departure.

For more details, check your Membership Pack.

Yes, you can claim compensation for financial loss caused by theft or accidental damage to personal belongings belonging to you or a fellow traveler if the incident occurs during your journey.

What you need to provide before making a claim:

  • Proof of purchase: Submit a receipt for the damaged or stolen item.
  • For theft: Report the theft to the police or relevant authority within 24 hours of becoming aware of it and obtain a written police report.
  • For accidental damage: Provide photographic evidence of the damage.
  • Covered items: Ensure that the item is explicitly included in the list of covered personal belongings as per your policy.

For more details, please refer to your Membership Pack.

To submit a claim for compensation, follow these steps:

  • Locate Your Membership Certificate Email: Find the email you received with your Membership Certificate, which includes a link to the online claims portal.
  • Access the Online Claims Portal: Click the link in the email to access the portal and log in.
  • Submit Your Claim: Complete the claim submission process by following the on-screen instructions.

Once your claim has been submitted, you will receive a confirmation email with additional details about the payment process.

If you're having issues to locate your  Membership Certificate, please contact us and our Customer Service team will assist you.
 

You must submit your claim within 30 days of your journey’s Scheduled Arrival Time.

If you need guidance on the process, please check How do I make a claim? for step-by-step instructions.

Once you have submitted your claim, our team will review and evaluate it to determine if it qualifies for coverage under your insurance.

After the assessment, you will receive an email confirming whether you are eligible for compensation. If you are eligible, the email will also include instructions on how to receive your compensation.

The amount we pay out in compensation depends on the specific event:

Ticket Non-Use: You will receive 100% of the ticket value, up to a maximum of 1,000 EUR, 1,000 GBP, or 1,000 USD, depending on the currency used to purchase your Trainline Trip Cover.

Missed Departure or Missed Connection: You will receive 75% of the ticket value, up to a maximum of 1,000 EUR, 1,000 GBP, or 1,000 USD, depending on the currency used to purchase your Trainline Trip Cover.

Accidental Damage & Theft of Personal Belongings: You will receive 100 EUR, 100 GBP, or 100 USD, depending on the currency used to purchase your Trainline Trip Cover.

The specific compensation amount applicable to your booking can be found in your membership certificate, which is sent to you upon purchasing Trainline Trip Cover.

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.

The email you receive confirming that you are eligible for compensation under your Trainline Trip Cover 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 “Your OTP (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.

When providing your payment details following a successful claim, you are asked to confirm your country. This refers to the country that your bank account is situated in and may differ from your country of residence. 

If you encounter issues when submitting your payment details, here are some tips to address common problems customers sometimes face:

  • Finding the 6-digit code: Check for an email titled “Your OTP (One-Time Password) for Secure Access”. If you don’t see it, please check your spam or junk folder.
  • Expired code: If the OTP code has expired, you can request a new one to continue the transaction. Simply click the button again, and a new code will be generated.
  • Invalid bank details: Double-check that you are entering the correct details for your preferred account (e.g., ensure that IBANs have the appropriate length for your country and contain no spaces between characters).
  • Technical error: If you experience technical difficulties, try using different browsers or devices.

If the problem persists, please contact us and our customer service team will assist you.

Once you provide your bank details and complete the process, there is nothing more you need to do. Simply wait for the money to be transferred to your account. This can take a few business days, depending on your bank's processing times.

If you have not received the payout after 5 business days, please contact us at customer@companjon.com.

Once you provide your details and complete the payout process, we will issue the payment immediately. However, it may take a few business days to reach your account depending on your bank's processing times.

If you cannot locate the payout after 5 business days, please contact us at customer@companjon.com and we will assist you.

If you receive this message, please contact us. We are happy to investigate and assist you.

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. 

We're sorry to hear that you are disappointed with the outcome of your claim. If you do not agree with a decision made regarding your benefits, you can submit your complaint either via chat or through our contact form.  You can also send an email to us at complaints@companjon.com. 

Data

Your membership pack explains how Companjon collects, uses and stores your personal data when you purchase Trainline Trip Cover. 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.

If you have any questions about how your data is handled, please contact us on dataprivacy@companjon.com.

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 respond to your request accordingly.

Contact Us

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.

Our customer service team offers support in English, French, Italian, German and Spanish.

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!

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.

Contact us

We're here to support you Monday to Friday from 9AM - 5PM CET via live chat. Alternatively, fill out the form below and we will be in touch within 1 business day.