What is Trainline Trip Cover?
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 Terms and Conditions.
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What is not covered?
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.
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How can I add Trainline Trip Cover to my booking?
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.
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Can I add Trainline Trip Cover to my return trip?
Yes, you can add Trainline Trip Cover to your return trip.
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I don't have the option to include Trainline Trip Cover to my trip, why?
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 and we will be happy to investigate this for you.
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How do I know if I'm eligible to purchase Trainline Trip Insurance?
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.
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Can I transfer my Trainline Trip Cover to a new ticket after an exchange?
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My journey was canceled by Trainline or the train operator. What happens to my Trainline Trip Cover?
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.
Please note that Trainline Trip Cover does not provide compensation for cancellations made by Trainline or the train operator.
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Who is Companjon?
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.
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I cannot find my insurance confirmation, how can I receive my insurance documentation again?
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.
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Can I cancel my Trainline Trip Cover?
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:
- Via MyCompanjon account: If you have an account, log in to cancel your membership. Haven’t created a MyCompanjon account yet?
- Contact us
Note: Canceling your membership will not affect the validity of your Trainline booking or the underlying tickets for your journey.
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I provided the wrong personal details for my insurance, what should I do?
To access your account, visit https://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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Can I change or request a cancellation of the insurance if I'm not the Member named on the Insurance Certificate?
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.
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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?
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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How can I delete my MyCompanjon 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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I didn't use my ticket. Can I make a claim?
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 Terms and Conditions.
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I missed the departure of my train. Can I make a claim?
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 Terms and Conditions.
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Am I covered for theft or accidental damage during my journey?
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 Terms and Conditions.
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How do I make a claim?
- Visit our service portal MyCompanjon: https://member.mycompanjon.com
- Log in with the email address used when purchasing your insurance
- Click “My Policies”, then find your policy
- Select “Submit Claim” and follow the steps to complete your submission
Once submitted, our Claims team will begin assessing your case. This process may take a few business days. Once the assessment is complete, you will receive a confirmation email outlining the outcome and the next steps regarding your compensation.
If you're having issues to locate your Membership Certificate, please contact us and our Customer Service team will assist you.
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When do I need to make a claim?
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.
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I made a claim, what should I do now?
Once you have submitted your claim, our team will review and evaluate it to determine if it qualifies for coverage under your insurance. This process may take a few business days.
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.
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How is my compensation calculated?
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.
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How will I be compensated?
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I received an email confirming my claim was approved, what are the next steps?
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
- Once logged in, select “Claims History” from the purple sidebar on the left
- Click on '"Submit Bank details" under the relevant claim to continue
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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I have submitted my bank details. What happens next?
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.
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When will I get my payout?
Once you cancel your journey and complete the required payment process via your MyCompanjon account, your compensation will be issued. In some cases, the payment may be processed immediately, but it can also take a few business days depending on your bank’s processing times.
Please note: The payment is not automatic — you must follow the instructions in the confirmation email 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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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 haven’t received the email, please check your spam or junk folder. If it’s still not there, feel free to contact us and we’ll be happy to assist you.
If you need further clarification or disagree with the outcome of your claim, you can also reach out to us and we’ll investigate the matter for you.
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I'm unhappy with my claim outcome. What can I do?
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 through our contact form.
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How does Companjon process my data?
Our Terms and Conditions 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.
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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 respond to your request accordingly.
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What languages can I speak to you in?
Our customer service team offers support in English, French, Italian, German and Spanish.
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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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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 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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I'm trying to submit a claim, but the reason is not listed. What should I do?
We strongly recommend reviewing the Terms and Conditions of your insurance, which outline all the eligible reasons for compensation and the documentation required to support your claim.
You can access the Terms and Conditions here.
If you still believe your situation may be covered or need help understanding the coverage, feel free to contact us.
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I'm having issues logging into my MyCompanjon account.
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.
Still need help?
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 can access I 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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