Important Notice

White Horse Insurance Ireland dac (White Horse) continues to operate as normal despite the recent compulsory liquidation of the Thomas Cook Group.

White Horse operates independently from the Thomas Cook Group and is regulated by the Central Bank of Ireland.

White Horse  is required to hold enough capital to ensure that it can honour any  insurance claims which may be made by existing customers. The recent Thomas Cook compulsory liquidation has no impact on customers with an insurance policy underwritten by White Horse.

While Thomas Cook was an important distribution partner,  White Horse has diversified its business over the last three years and has built a successful B2B business with partners outside of the Thomas Cook Group.

White Horse is one of the leading suppliers of travel insurance products in the UK, Ireland and Spain and also sells travel insurance across the EU.  It was established in 1999 and is based in Shannon, Republic of Ireland and insures over two million customers each year.

If you bought a single trip travel insurance policy to cover your Thomas Cook holiday which has now been cancelled due to liquidation, White Horse Insurance will be happy to offer to transfer your policy to a new holiday* and where this is not possible we will provide you with a refund of your insurance premium. Please email customerservice@white-horse.ie with the following information:

  • Insurance Policy Number
  • Medical Screening reference number – only relevant if you paid an additional and separate amount to cover pre-existing conditions
  • Full name as it appears on your insurance documentation
  • Full amount of your Insurance Premium paid
  • IBAN (e.g. GB12NWBK12345612345678)
  • BIC (e.g. NWBKGB2LXXX)
  • Full Postal Address including postcode
  • Phone number (if you can only take a call at a certain time, please let us know when suits)
  • Email address
Contact information

If your Thomas Cook holiday has been affected by the liquidation you need to contact the Civil Aviation Authority at thomascook.caa.co.uk for further information.

If you are overseas at the moment, please telephone the Civil Aviation Authority on +44 1753 330 330.

White Horse’s call centre is experiencing a large number of calls at the moment, therefore we ask customers to email us rather than call if possible.

Claims

Email: claims@white-horse.ie

Telephone: UK Customers : 01733 224 846

Irish Customers: 0818 946 910

Customer Service and Medical Screening

Email: customerservice@white-horse.ie

Telephone: UK Customers : 01733 224 852

Irish Customers : 0818 221 409

For overseas emergency medical assistance

+44 (0)1733 402046

Frequently Asked Questions

I am  a Thomas Cook customer currently on holiday – can I claim on my White Horse travel insurance policy because the business has gone into compulsory liquidation?

  • If you have booked a package holiday, your travel arrangements are ATOL protected.
  • A dedicated support service is being provided by the Civil Aviation Authority to assist UK customers currently overseas. Please visit thomascook.caa.co.uk for further information rather than contact White Horse.
  • The Civil Aviation Authority are working to bring passengers home as close to their original return date as possible so that you do not lose any of your days on holiday.

I am  a Thomas Cook customer with a future booking – can I claim on my White Horse travel insurance policy because the business has gone into compulsory liquidation?

  • If you have booked a package holiday, your travel arrangements are ATOL protected.
  • A dedicated support service is being provided by the Civil Aviation Authority to assist customers in the UK with future bookings. Please visit thomascook.caa.co.uk for further information rather than contact White Horse.

I have a future flight-only booking with Thomas Cook Airlines – can I claim on my  White Horse travel insurance policy because the business has gone into compulsory liquidation?

  • Yes if your White Horse travel insurance policy has failure of carrier / supplier failure /  third party supplier insolvency or scheduled airline failure cover you may be able to claim for your flights.  Please contact the White Horse claims department for further information.

I am a Thomas Cook Airline flight only customer who is currently on holiday – can I claim on my White Horse travel insurance policy because the business has gone into compulsory liquidation?

  •  If you are overseas at the moment, please telephone the Civil Aviation Authority on +44 1753 330 330 for their advice as they may be able to assist you in flying you home.
  • Alternatively, if your White Horse travel insurance policy has failure of carrier / supplier failure / third party supplier insolvency or scheduled airline failure cover you may be able to claim for the cost of any new flight that you pay for yourself. Please contact the White Horse claims department for further information.  
  • If the White Horse claims department confirm that your travel insurance policy is not able to respond to your claimed costs, then we would recommend that you contact your credit or debit card provider to see if they can refund you.

I am a Thomas Cook customer and have had an accident on holiday – can I claim on my White Horse  travel insurance policy?

  • Yes. Your travel insurance policy is valid for your holiday and you can make claims in the normal way by contacting White Horse using the contact details for claims or emergency assistance.

Is my insurance policy that is underwritten by White Horse still valid now that Thomas Cook has gone into compulsory liquidation?

  • Yes your insurance policy is still valid. White Horse operates independently from the Thomas Cook Group and is regulated by the Central Bank of Ireland and continues to trade as normal.
  • The Central Bank of Ireland requires White Horse to hold enough capital to ensure that it can honour any insurance claims made by our customers.

I do not  have travel insurance at the moment, should I be worried about taking out insurance that is underwritten by White Horse? 

  • No, you should not be worried. White Horse operates independently from Thomas Cook Group and is regulated by the Central Bank of Ireland and continues to trade as normal.
  • The Central Bank of Ireland requires White Horse to hold enough capital to ensure that it can honour any travel insurance claims made by our customers.

I bought a White Horse single trip insurance policy for travel that has been cancelled due to Thomas Cook’s liquidation – can I transfer my cover to another holiday or get my insurance premium refunded?

  • Yes – please contact our customer service department (details above) and we will be happy to arrange to transfer cover to your new holiday* or refund your insurance premium.

*We can transfer the policy provided that you have not already traveled and have not made a claim on the original policy.  The re-booked holiday to be covered must be to the same or a similar destination and for approximately for the same duration.

© Copyright White Horse Insurance

Company Registered in Ireland No.306045 Registered Office: First Floor, Rineanna House, Shannon Free Zone, Shannon, Co. Clare, Ireland

White Horse Insurance Ireland dac is regulated by the Central Bank of Ireland