Wapp withdrawal FAQs
We will only retain your personal data for as long as reasonably necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, regulatory, tax, accounting or reporting requirements which will be no longer than 7 years.
If you are due to travel before 30 November 2024, Wapp can still cover your trip, and you’ll be charged as normal 1-2 days after your return home, or 35 days after the start of your trip whichever is sooner.
Any trips that start after 30 November 2024 will not be covered and you will need to find a alternative cover for any future trips.
You can make a claim either through the website or you can contact Wapp Claims Services on the number listed in your policy document. The claims journey will remain active after the withdrawal of the Wapp travel insurance product.
Claims can be made up to 35 days after your trip ended, further details can be found here: https://www.wapp.com/faqs/contact-us#claims
If you pay a monthly subscription for Cancellation Cover, the last payment was taken on the 1 November 2024 and you will be covered until the 30 November 2024.
If you would like to cancel your Cancellation Cover before then, you can do so by getting in touch with customer services using live chat on our website.Our live chat is available Monday to Friday:8:30am – 6pm, Saturday 9am – 5pm. We’re closed on Sunday click hear to chat
For any queries, please contact our customer services team using our live chat on our website or using the customer services email at [email protected].
Please note that we aim to respond within 2 working days.
Our live chat is available Monday to Friday:8:30am – 6pm, Saturday 9am – 5pm. We’re closed on Sunday
Please note that we are closed on Sunday
To lessen the impact of the Wapp product being withdrawn, we are pleased to offer up to 20% discount from Staysure Travel Insurance*. Staysure provide various cover levels and maybe a option for customers to consider.
*Excludes medical screening costs and add-ons. New policies only. Ends 13th January 2025. Full T&Cs apply’
add hyperlink: https://www.staysure.co.uk/terms-and-conditions/#discounts
Your policy details will be available in the customer account area on the website until 1 May 2025 and we encourage you to download a copy of your policy documents.
You can do this by logging into your Wapp ‘My Account’ area, select ‘Policy Documents’, the document you wish to download, and then the ‘download now’ option.
If you would like to have access to your policy documents after 1 May 2025, please kindly make your request at:
You can also call us on 0333 006 8020
Our live chat is available Monday to Friday:8:30am – 6pm, Saturday 9am – 5pm.
There are a number of ways you can register your complaint:
By telephone: Customer Services on 0333 006 8020
By e-mail: [email protected]
In writing:
The Complaints Team
WAPP
Britannia House
3-5 Rushmills Business Park
Bedford Road
If you already have a pending claim, we will continue to support this until a satisfactory outcome has been reached.
Complaints for claims should be sent to:
The Managing Director
ETI
Afon House
Worthing Road
Horsham
West Sussex
RH12 1TL
Email: [email protected]
If we cannot resolve your complaint to your satisfaction you should contact:
The Financial Ombudsman Service,
Exchange Tower,
London,
E14 9SR.
Email: [email protected]
Tel: 0800 023 4567
Full details of their impartial complaints procedure can be found on their website:
www.financial-ombudsman.org.uk
Our claims journey will be accessible online until 1st May 2025. If, for whatever reason, you need to submit a claim after this please contact us on 01403 286 532
You have a number of rights listed below in relation to your personal data under data protection laws. In relation to certain rights, we may ask you for information to confirm your identity and, where applicable, or clarification to enable us to find your personal data. If you’d like to exercise any of these rights or have any other query please use the following contact details : Data Protection Officer
Wapp, Britannia House
3-5 Rushmills Business Park,
Bedford Road, Northampton
NN4 7YB
Email: [email protected]
Those in relation to data held by ERGO Travel Insurance should be directed to:
Data Protection Officer
ETI,
Afon House,
Worthing Road,
Horsham,
RH12 1TL
Email: [email protected]
If you wish to complain about the way we use your personal data, you can e-mail us using the details set out ABOVE
If you are dissatisfied with our response to your complaint and remain concerned about the way we have processed your personal, you have the right to complain to the Information Commissioner’s Office (ICO) data or seek to enforce your rights. Please visit the ICO’s website for further details. https://ico.org.uk/make-a-complaint/