Insurance terms and conditions

Cover and Limitations

The Raileasy insurance policy is insured by UK General Insurance Ltd on behalf of Great Lakes Insurance SE. Passengers may wish to insure their journey, particularly if it is of great distance, involves many connections or is over two hours long. We also recommend taking out insurance in times of extreme weather (such as snow) as this may affect the rail service.

The policy covers you from up to £50.00 to up to £5000.00. The amount will vary depending on the type, reasons for claim and the evidence provided. Generally you are covered for the following:

  • Train Cancellation and delays*
  • Abandonment*
  • Missed departure or connection*
  • Personal accident or death*
  • Loss or damage to possessions*
  • Assault*
  • Convalescence*

*There are limitations and restrictions to the amount of cover you are entitled to which will affect any claim so we strongly suggest you read the insurance terms & conditions before opting to insure your journey.

Terms & Conditions valid for policies issued between 1st November 2017 to 31st October 2018 for travel between 1st November 2017 to 31st January 2019.

Please note if you cancel your journey and the tickets that you have purchased are advance, non refundable tickets you will not be covered for a refund under the policy. If it is likely that you may cancel your journey and are unlikely to make the same journey again we suggest you purchase a flexible ticket, as this is refundable. Alternatively you may wish to re-book for a new date and time as all tickets are amendable. You have within 28 days of the original travel date for a single ticket or original return date for a return ticket to re-book, and tickets are available up to 12 weeks in advance, giving you a large time frame in which to undertake a new journey.

How to Make a Claim

To make a claim please contact the insurers either in writing or over the telephone and they will send you a claim form, contact details below. Please do not send any documents until you have filled out a claim form.

Direct Group Travel Services
PO BOX 1188

Telephone number: 0344 412 4296

When contacting Direct Group to request a claim form, please state your insurance is provided by UK General Insurance Ltd and Quote:

Scheme name:  Raileasy
Scheme ref:  02421K
Please do not forward any documents until you submit the completed claim form.


To assist You in making Your claim, please refer to the important points set out below the Summary of Cover and Limits per Person. These will help You in deciding whether or not You will be able to claim under the insurance.

Please read the claim form carefully and ensure that You provide all the documentation requested. Failure to fully complete the claim form or forward all the requested documentation in support of Your claim will prevent us from reviewing Your claim. Please note that additional information or documentation may be required to substantiate Your claim if it is considered necessary.

In no event should a claim be notified later than 31 days after the end of the Trip.

UK General Insurance Limited is an insurers agent of Great Lakes Insurance SE and in the matters of a claim act on behalf of Great Lakes Insurance SE