View your PIN
You can view your PIN through your online account or on your app by selecting view 'PIN'. We cannot tell you your PIN over the phone.
Change your PIN
You can change your PIN at any ATM in the UK displaying a Mastercard logo. We cannot change this over the phone.
You can use your card at over 35 million outlets and ATMs worldwide, where Mastercard is accepted.
Activate your card
To activate your card, please follow the steps online or on your app. We cannot do this over the phone.
Ready to use overseas
You don't need to let us know when you are travelling. Once your card is activated, it is ready to use overseas
I’m having a problem, what can I do?
Caxton wants to provide quality services to our clients. We recognise however, that we can sometimes make mistakes. To help in the resolution of any conflicts, we have a straightforward complaints procedure for you to follow.
If you have a problem or concern the first step is to talk to a member of Caxton staff. This can be done informally, either by telephone or email. The best staff member to talk to will usually be the person who originally dealt with the matter you are concerned about. They will be in the best position to help you quickly and to put things right. If they are not available, or you would prefer to approach someone else, ask for their manager.
We will try to resolve the problem immediately, if we can. If we cannot do this, for example, because information we need is not to hand, then we will take a note of your concern and arrange the best way and time for getting back to you.
How do I make a complaint?
Step 1: Reporting Your Complaint
We are sorry if you are dissatisfied with the way the original person dealing with your matter has handled your problem. If you wish to make a formal complaint, the next step is to advise us. This can be done verbally, by email or in writing, setting out the details, explaining what you think went wrong and what you feel would put things right. Contact details for this purpose are below:
Email - Either through your normal contact at Caxton or [email protected]
Telephone - Either through your normal contact at Caxton or by telephoning our customer service telephone line on 0333 123 1812 or +44 20 7201 0526 from outside the UK
Post - Caxton FX Ltd, 30 St Mary Axe London EC3A 8BF, UK
Once your complaint is received we will arrange for it to be fully investigated. Your complaint will be acknowledged in writing within five working days of receipt and the letter will say when you can expect a full response. This should normally be within 15 working days. It is only possible for us to extend this deadline if we are reliant on third parties to provide information and their response times are beyond our control. If this is the case, we have up to 35 working days to issue a final response. You will be informed prior to the expiry of the first 15 days if we need to extend the deadline.
Step 2: Contact the Financial Ombudsman Service (FOS)
Caxton FX Ltd is covered by the Financial Ombudsman Service (FOS), so if you are not satisfied with the outcome of your complaint, or if eight weeks have passed since you first made your complaint, you can refer your complaint to the FOS. If you want the FOS to look into your complaint, you must contact them within six months of the date of any final response issued.
About the Financial Ombudsman Service
The Financial Ombudsman Service offers a free independent service and they can help with most financial complaints. However, there are some limitations on what the Financial Ombudsman Service can look into, and further information about this can be obtained from them directly. Ordinarily this service is available to consumers, corporates that qualify as a “Micro-Enterprise” as defined by the FSC or a small Charity as defined by the Payment Services Regulations 2017.
Contact the Financial Ombudsman Service
Telephone - 0800 023 4567 (landline users) or 0300 123 9 123 (mobile users)
Email - [email protected]
Post - Exchange Tower, London E14 9SR
Web - Financial Ombudsmen Service (FOS)
You can load up to 15 different currencies on your Caxton Card at the same time.
Choose from the following:
You can do this using the switch balance feature in the app or by logging into your account through the website. Just select how much of an available balance you would like to switch into another currency, and which of our 15 currencies you want to change it to.
Login to your account through the website, go to 'My Debit Cards' and select "Add New Card". In ‘My Debit Cards’ you can also delete expired cards, and re add your updated cards. ‘My Debit Cards’ functions are not available through the app, once you have made your first load with your new debit card, it will appear in the app.
You should load GBP onto your card if you need to spend in a currency different from the 15 we offer. You’ll automatically get the standard Mastercard settlement rate minus 2.49%, at the time of your transaction. You do not need to do anything else, the conversion will take place when you make a transaction.
If you load any currency other than GBP (USD for example), your transactions will automatically be converted back into GBP before being converted again into the local currency, which is not as good value as one direct conversion from GBP.
Your card must be loaded from a personal UK debit card in the primary cardholder's name and registered at the same address of your Caxton account. Secondary cardholders cannot load the card.
Once loaded, funds will normally be available within minutes.
Our exchange rates are published on our website. You will also see the rate that you will receive when you load your card.
Currently you cannot add or remove debit cards via the app. Please login to your account through the website to do so.
Caxton doesn't charge a fee for overseas ATM withdrawals. Be aware that some overseas ATM owners may charge you a fee. This is not Caxton charging you, this is the ATM owner.
If you are given these options at an ATM all 3 should work but if in doubt, please select credit. If this option doesn’t work, then please select another option. You may need to reinsert your card to try again.
You can make up to two withdrawals per 24 hours, and up to a total withdrawal amount of £300 per 24 hours.
Use of your Caxton Card as a security deposit, can lead to funds being held in reserve, for up to 20 calendar days. This includes hotels, car hire, bicycle hire and deposits of all kinds. Use any other card for the security deposit and your Caxton Card when the actual payment is required. Although you can use your Caxton Card at automated petrol pumps, please be advised that an amount of €120-€500 may be held for up to 20 days on your card. The merchant should release the hold when settling the transaction and debiting the correct amount from your card.
Some ATM’s will charge you a flat fee for use of their services. In some cases, the ATM can convert your money which will end up costing you money.
Avoid any ATM which will charge you a withdrawal fee. Also ensure that when making ATM withdrawals that you decline any conversions offered to you by the ATM and always withdraw in the local currency.
The best way to check the balance on your card is by using the Caxton app, or you can log into your online account. Try to avoid checking at your balance at an ATM as you will be charged 30p.
If you are at an ATM or somewhere where the bill is presented in GBP rather than the local currency (ie. euros or dollars), always opt to pay in the local currency.
Otherwise you’ll end up paying for multiple conversions, using the ATM or vendor’s rate, which will always be worse than Caxton’s.
Many ATM’s (and merchants) will pick up that your card was issued in the UK. Once these machines realise that your card is a UK issued card it doesn’t recognise that you hold the local currency and will offer you a conversion. This is called Dynamic Currency Conversion.
In order to avoid this extra charge please always select to be billed in the local currency, for example if you are in the Eurozone always select to be billed in EUR.
Your Caxton card can only be used for a refund if you paid for the transaction on the card initially.
Use the MasterCard locator to find an ATM. Stick to bank ATMs, as many third-party ATMs aren’t affiliated with banks, but are often situated near major banks and labeled with names such as Travelex, Euronet, Moneybox, Cardpoint, and Cashzone. We suggest you avoid these because they might charge higher fees.
When using your Caxton Card to pay for goods, you often get the choice of paying in either euros /dollars or in sterling. Always choose the local currency. ATMs and retailers may give you the choice, and you might think that paying in sterling saves you money. It doesn't. If you pay in sterling the retailer converts your payment at their exchange rate and you lose out. This is called Dynamic Currency Conversion (DCC) and could catch you out. Remember to check the screen before authorizing transactions. If the value is shown in pounds - ask that it is changed.
You can get your PIN online at any time by logging in to your account through the website or via the mobile app (click “Cards” and then “View Pin”). We will never send you a letter or email containing your PIN.
You can do this at the majority of UK ATMs. You cannot do this within your online account or in the mobile app.
If you lose your card, it's stolen or you suspect that your card has been used by someone, you must tell us as soon as you can by calling our 24-hour lost and stolen helpline on 0333 123 1812 from the UK or from outside the UK +44 207 201 0526 when calling internationally. We will then cancel your card. Alternatively, you can block your card via the mobile app or on the website.
We may ask the police to investigate any suspected misuse of your card and they may need more information and assistance from you. We will refund the amount of any transactions which the investigations show are not authorized by you, provided you have kept your card and PIN secure. However, if the investigations show that any disputed transaction was authorized by you, or you have not kept your card or PIN secure, we will not refund the transaction amount.
You can apply a temporary block to a Card via the Cards screen on the app. If you have more than one card, swipe to select the card you want to block and then tap the Block function.
You can only unblock a card by contacting Caxton support. You can email us from your registered email address or call 0333 123 1812 or +44 207 201 0526.
This can be done via the Cards screen on the app. If you have more than one card, swipe to select the card you want to block and then tap the View PIN option. Please note that this may take a few attempts to retrieve the PIN.
A pending transaction is an approved transaction that has not yet cleared your account.
Only use your Caxton Card to settle the final bill, never as a security deposit. When a card is used for a security deposit, a block is put on the funds for the relevant amount on that card, that can last up to 30 days, making that money unavailable for you to spend.
Only the merchant can cancel a pending transaction and release the funds back to your card. You should first contact the merchant if you need a pending transaction cancelled. If a you believe a merchant has settled a pending transaction in error, you can dispute the transaction by logging into your account through the website (this functionality is not available in the app).
If you have a question about the validity of a transaction on your Caxton card, you can raise a dispute with us, using the ‘transaction dispute’ feature found my logging into your account through the website (not the app). You’ll have the opportunity to provide additional details.
Any transaction can be disputed, for a variety of reasons, including an ATM giving none or only part of the money it should, duplicated transactions, goods and services not received or fraud. We would recommend raising a dispute for any transactions that you don’t recognize. However, you won’t be able to dispute pending transactions, you must wait until they have been settled.
For a fraud dispute we aim resolve it for you in 5-10 days, though the dispute period time can take up to 50 days.
All other types of disputes will normally be resolved within 55 days.
A secondary card is another card with it’s own unique card number and PIN number, that can be used to spend the funds on your primary card.
You can give a secondary card to a family member or a friend. You can also take a secondary card out in your name to have as a backup card, in case of emergencies.
You can order up to 5 secondary cards once by logging into your account through the website (not in the app), and going to ‘My Currency Cards’ where you’ll find the option to order additional cards. Once ordered, a secondary card will be sent to the address registered on the account and arrive in by post within 5 days.
No, the primary and secondary cards have access to the same balance.
You can’t add a debit card or add funds directly to your secondary cards. Secondary cards have access to the funds on your primary card, and you must load funds onto the primary card as you normally would.
You can withdraw the funds on your currency card at any time once all pending transactions have cleared. To do so, please log in to your account on the web and click ‘Withdraw balance’. In some cases you may be required to provide your bank details in order to withdraw your funds. A Caxton card account will stay open, even with a zero balance, ready to load for your next trip, unless you contact Caxton support to close your account.
Whilst we always try to refund your remaining balance to the card it came from sometimes this isn’t always possible (for example if your debit card has expired). In these situations, we will ask you for your bank details so that we can refund your remaining balance direct to your bank account.
To close your account, you need to email Caxton support at [email protected] If your card account is closed, we will immediately block your card so it cannot be used. You will not be entitled to a refund of money you have already spent on any transactions or any fees for use of the card before the account was closed.
When you receive your Caxton Card, login to the app and follow the instructions there to activate it.
This can only be changed via your account on the website.
Log in to your account, navigate to ‘Cash Delivery’ and select the amount of cash you wish to order. Once confirmed, this will be reflected in your shopping basket and you can then select your delivery date and pay for your order.
Your cash order can only be delivered to a UK address that is registered on your Caxton account. It will be delivered by the Royal Mail Special Delivery Guaranteed service by 1pm on the confirmed delivery date. You will need to sign for the delivery so please make sure someone is at home. Due to limited availability, more unusual currencies will take an additional day to be delivered and you will be advised of this when you place your order. These currencies are identified in the FAQ ‘What Currency can I order’.
Orders placed before 1pm on a business day will be delivered via Royal Mail Special Delivery Guaranteed before 1pm the following business day. During the ordering process you can select an alternative delivery day up to 10 days later; you can also select a Saturday, for which an additional fee applies.
Due to limited availability, some unusual currencies will take an additional business day to deliver. You will be advised of this during the Ordering Process. See FAQ ‘What currencies can I order’.
|Order Placed||Order delivered (standard currencies)||Order delivered (unusual currencies)|
|Before 1.00pm on a Business Day||Next Business Day, by 1pm
Or request Saturday delivery (fee applies)
|Next Business Day + 1 day, by 1pm|
|After 1.00pm Friday OR
at any time on a non-Business Day
|Next Business Day + 1 day, by 1pm||Next Business Day + 2 days, by 1pm|
There is a minimum order value of £250 and a maximum of £5,000, although we may change these limits from time to time. For insurance purposes, the Royal Mail applies a maximum packet value limit of £2,500. If your order is over this limit then it will be split into two packets and we will apply the appropriate postage charges to each packet. For example, if your total order value is £3,250 then you will receive one packet with up to £2,500 and a second packet with the remainder.
Yes, you can choose a delivery of up to 10 days later and / or a Saturday. An additional fee applies for a Saturday delivery.
The delivery charges are identified below and there is a small supplement for Saturday delivery. In addition, we charge an administration fee of £2.00 on orders of £750 or less.
|Order value||Postage charge||Saturday postage supplement||Administration fee|
|£200 - £750
£750.01 - £1000
£1000.01 - £2500
Yes, you can load your card and then order cash however separate payments will need to be made for each order.
Yes, you can have up to 10 currencies in the same order up to the maximum permitted order value (see ‘How much can I order’). The total will be reflected in your shopping basket.
The Cash Delivery exchange rates differ from our card exchange rates as a result of the physical nature of cash. Our cash exchange rates are available through the Cash Delivery ordering process and are continually updated through the day.
To see your orders, login to your account and navigate to ‘My Orders’ – you will be able to see details of all your cash orders.
If you have placed an order for standard delivery then it is immediately processed and cannot be amended or cancelled. If you have requested a delayed delivery date then please contact us on 0333 123 1812 or [email protected] and we will do our best to assist.
Login to your account, navigate to ‘My Debit Cards’ and choose ‘Add Debit Card’ or select ‘Add New Card’ when loading or making an international payment.
Login to your account, navigate to ‘My Debit Cards’, then delete the expired card and add a new one either by clicking ‘Add Debit Card’ or select ‘Add New Card’.
If your order has not been delivered or the delivered order is not correct you must contact our customer services team within 48 hours on 0333 123 1812 where an agent will be able to assist you.
If Royal Mail attempt to deliver your cash order while you were out, they will leave a ‘Whilst you were out’ card with instructions on what to do next, either to collect your order from your local delivery office or arrange redelivery.
Unfortunately we cannot give out tracking numbers for security reasons. However, our Customer service team will happily track your order for you. Please contact us on: 0333 123 1812 or [email protected].
No, orders can only be delivered to the billing address of the card used for payment of your order, which is the address registered to your Caxton account.
Your order will be sent fully insured via Royal Mail and it therefore need to be signed for at the address on the package, but not necessarily by the addressee. It is at the delivery person’s discretion to decide if the person that answers the door is able to sign for a package. For example, they would not let a young child sign for the package.
No, we do not offer a buy back service for cash orders.
Your order will consist of a mix of denomination sizes but it is not possible to request specific denominations.
No, we only offer a cash order delivery service.
You can check your order details via your online account. Login and go to the ‘Order History’ section. If you have any further queries please contact us.
If your cash is stolen whilst you are away, you will need to claim the amount stolen from your travel insurance provider. Please check your insurance details.
Please see the full list of currencies available for delivery below. The delivery day will depend on the currency ordered; most currencies have Standard Delivery terms; for more unusual currencies delivery will may take an Extra Day depending on the amount you order. See the FAQ ‘How long will delivery take’ under 'Ordering and receiving cash'.
|Bahamian Dollar||BSD||Extra day|
|Bahraini Dinar||BHD||Extra day|
|Barbadian or Bajan Dollar||BBD||Standard|
|Bermudian Dollar||BMD||Extra day|
|Brazilian Real||BRL||Extra day|
|Bruneian Dollar||BND||Extra day|
|Caymanian Dollar||KYD||Extra day|
|Chilean Peso||CLP||Extra day|
|Chinese Yuan Renminbi||CNY||Standard|
|Costa Rican Colon||CRC||Extra day|
|Dominican Peso||DOP||Extra day|
|East Caribbean Dollar||XCD||Extra day|
|Fijian Dollar||FJD||Extra day|
|Hong Kong Dollar||HKD||Standard|
|Icelandic Krona||ISK||Extra day|
|Indonesian Rupiah||IDR||Extra day|
|Jordanian Dinar||JOD||Extra day|
|Kuwaiti Dinar||KWD||Extra day|
|New Zealand Dollar||NZD||Standard|
|Omani Rial||OMR||Extra day|
|Peruvian Sol||PEN||Extra day|
|Philippine Piso||PHP||Extra day|
|Qatari Riyal||QAR||Extra day|
|Romanian Leu||RON||Extra day|
|Saudi Arabian Riyal||SAR||Extra day|
|South African Rand||ZAR||Standard|
|South Korean Won||KRW||Extra day|
|Taiwan New Dollar||TWD||Extra day|
|Trinidadian Dollar||TTD||Extra day|
We stock a wide range of currencies however it is not possible for us to obtain all currencies. If the currency you require is not detailed on our website, this means it is not available for order. We suggest that you load GBP to your Caxton card and get cash from an ATM at your destination.
You can set up a Travel Savings Plan for any Caxton Card currency, including GBP.
Not at present.
There is no charge for setting up a Currency Savings Plan. When setting up your plan we will calculate and lock in an exchange rate based on the currency, the amount and the duration of the Plan.
During the online set up process, a quote will be generated based on the details you provide – the currency, the duration and the amount. The exchange rate will be shown during the setup process along with the monthly plan payments to meet you Plan requirements. The quote is based on live exchange rates and will expire after 5 minutes; you will be alerted to this on screen.
You can set up a Travel Savings Plan for the currency equivalent of between £200 and £10,000 .
Your funds will only be added to your Caxton Card balance after your final monthly payment has been made. Once loaded on to your card you can spend your funds as you wish.
If the amount to be loaded to your Caxton Card breaches your Card limit, then we load as much as possible leaving the remaining balance on your Account Currency Balance for your future use.
In order to fix the applicable exchange rate and automate the payments, we require you to commit to the Plan that you have set up. Your plan cannot be amended, it can only be cancelled.
You must contact us to arrange cancellation of your Plan. If the cancellation is less than 5 days before the next Plan Payment is due, the Plan Payment may still be deducted from Your authorised debit card; in this case Caxton will contact you to discuss refund arrangements.
You will have the option to; -
in both cases, cancellation charges will be deducted from the amount you receive. See the Cancellation charges information below.
If you need to cancel your Plan, or Caxton needs to cancel your Plan due to a failed payment after 72 hours, then the following charges will apply:
The Reversal Loss is calculated on the exchange rate difference between when you set up your Plan and the cancellation date applied to the currency amount you do not take delivery of.
For example; if your plan amount is EUR6,000 and you cancelled after paying for EUR2000, then if you chose to receive the EUR2000 the Reversal Loss would be calculated on the EUR4,000. If you choose not to receive any of your plan value then the Reversal Loss would be calculated on the full amount of EUR6000.
The amount of the Reversal Loss will be calculated and confirmed to You by Caxton.
No, interest is not paid on any payments you make to us.
No, you will get access to your currency at the end of the plan period. If you need to change the Plan you will need to cancel it and pay the cancellation costs. In the first instance please contact us to discuss.
Your money is protected in one of two ways.
Your Plan Payments are held as Client Money by Caxton as Investment Products regulated under the Financial Services and Markets Act and are also covered by the Financial Services Compensation Scheme (FSCS). Further details are provided in the Travel Savings Plan Terms and Conditions.
PISP – Payment Initiation Service Provider – a new type of regulatory permission that enables customers to authorize an online payment on their account with payment firm A from within their account with payment firm B. The customer first has to link their accounts together at payment firm B.
AISP – Account Information Service Provider – a new type of regulatory permission that enables customers to view multiple payment accounts, with different firms, online through their online access at one payment firm.
The 2nd EU Payment Services Directive has been introduced to promote increased competition in the payments industry across Europe, to drive down costs for consumers and to make it easier for new entrants to access the payments market. An additional aim is to enhance consumer protections against unfair practices and fraud.
Financial technology has developed massively in the last few years allowing the introduction of new payment methods particularly online and mobile. PSD2 seeks to address these and other changes by ensuring they are covered by a new legal framework
Most of the regulations are effective from the 13th January however a few of the technical standards will only become fully effective at a later date.
PSD2 and the Open Banking arrangements are going to shake up the payments industry. Banks in particular will have to open up their systems to other banks and payment firms. That will make it easier for customers to choose which firm to use. Consumer protection is also enhanced through changes in the way complaints are handled and reduced customer liability for unauthorised transactions
PSD2 is largely directed at protection of retail consumers, there will be minimal impact on Corporate clients.
We are working with a view to offering our customers the ability to link their bank accounts to their Caxton online account. This will enable customers to see all their accounts in one place and to fund their Caxton account without having to log in to their bank account. We will let you know as soon as we have more news.
Caxton is committed to complying with the new regulation. We are also evaluating a number of exciting options to enhance our products and service offering. Watch this space for more detail soon. In the meantime we will be updating our Terms and Conditions in the near future.
There is no need for customers to do anything at all. Caxton will continue to provide you with our usual great level of service and we will keep you informed about exciting new developments as soon as we can.
When you join Caxton Premier International Services you are provided with the contact details of your dedicated Account Manager who is available
In addition to their direct line, they can be contacted on 0203 457 1172.
Out of hours, calls to Caxton Premier numbers will be diverted to our Client Services Managers will be able to provide simple account assistance or arrange a call back from your Account Manager.
Caxton Premier International Services is available free of charge to clients who make transactions to the value at least GBP75,000 or currency equivalent per year. When you apply for a Caxton Premier Account your Account Manager will discuss your payment requirements and will confirm your eligibility for free use of Caxton International Services account. If you are not eligible or at the end of 12 months your transaction value is below the eligibility criteria, your Account Manager will discuss this with you and offer you the option to pay for access Caxton Premier International Services for a fee. See the Caxton Premier International Services terms and conditions for more details.
Yes, you can cancel your Caxton Account at any time. However, any pending transactions will need to be completed or cancelled in accordance with our terms and conditions. Please contact your Premier Account Manager on 0203 457 1172 for assistance.
Caxton FX will pay a Referral Reward of £50 for any contact You introduced to Caxton, who is not and has never been a Caxton customer and who successfully makes an International Payment through Caxton. The referral reward will be paid only against the first international payment made by the introduced client and will added to your Caxton Card within four weeks of their transaction.
To confirm their association with you, the referred client must confirm to Caxton the email address you have registered against your Caxton Premier Account.
Caxton Plus combines an exclusive range of travel benefits and insurance only available for our Caxton cardholders. The Travel Insurance element is underwritten by certain underwriters at Lloyd's of London and is supported with advice and assistance by International SOS, Caxton Plus is designed to give you the confidence that you are covered, wherever you are in the world. There are many unique elements of this offering: security advice you can access over the phone before you travel, 24/7 communication, and on the ground global support including emergency medical and emergency card replacement.
There are two options for Caxton Plus
The Policy Wording forms the Certificate of Insurance and are accessible for you to download from the Caxton website or your Caxton account page. It contains all of the travel insurance and medical cover details. Alternatively you can click here.
Our travel insurance has been independently reviewed by defaqto and awarded a 5 star rating. It includes comprehensive medical and travel cover for trips of up to 90 days; personal accident and liability, legal, lost money and baggage, trip cancellation, winter sports including full ski-pack cover, plus much more.
If you sustain an injury or illness while you’re away, or if you have a serious medical condition, Caxton Plus provides transport to the nearest hospital, and if necessary repatriation to your country of residence.
Caxton Plus travel insurance entitles you to be repatriated if necessary, as a result of injury or illness, subject to prior approval.
If you accidentally forget or lose your travel documents, including your passports, you’re covered for replacement and all reasonable costs incurred to replace them, up to £1,000.
International SOS is the world’s leading medical and travel security assistance company; they provide travel services to Caxton Plus.
International SOS is available to provide information by telephone about your destination before you travel, for such things as: inoculations, travel visas, general advice and security assessments on the destinations you’re looking to travel to.
Caxton Plus runs for 12 months, from the date you purchased it. We will remind you by email at month 11 to remind you that your Caxton Plus is expiring.
For emergencies while you’re away call International SOS on +44 208 762 8293, they’re open 24/7.
For claims when you’re back call Broadspire on +32 2 725 9680 during UK office hours 9am – 5pm, or email us at; [email protected]
To speak with Caxton Customer Services for your account queries, see our Contact page for details.
24-hour access online please log in to select your account
Email: [email protected]
UK Number Card Customers
Tel: 0333 123 1812 UK time
Outside UK Card Customers
Tel: +44 207 201 0526
The insurance element of Caxton Plus is underwritten by a syndicate of A+ rated underwriters at Lloyd's of London led by Tokio Marine Kiln.
If you’re unable to ski through illness, injury or adverse weather conditions, we’ll cover you for up to £500. The travel insurance will cover you for the costs if, due to piste closure, you have to travel to another area and the additional cost of the lift passes.
The travel insurance covers your ski equipment if it is lost, stolen or damaged while you’re away, up to £2,500, and we’ll cover any hired equipment up to £500, provided you haven’t left your kit unattended in a public space.
Yes, you’re covered for travel and accommodation costs if you are prevented from arriving or leaving your ski resort for more than 12 hours, due to avalanche.
International SOS will provide you with the contact details for medical or legal service providers, including physicians, dentists, lawyers, legal practitioners, interpreters, hospitals and other relevant persons. Please note that unless the cost of the services are covered by the travel insurance provided with your Caxton Plus membership you may have to cover the cost, International SOS will be able to advise.
If you require hospitalisation, International SOS will monitor your medical condition during and after hospitalisation, until you regain your normal state of health.
In the event of an emergency, where you can’t be assessed by telephone, can’t be moved, and local medical treatment isn’t available, International SOS will send a medic and any necessary medicine or medical supplies to your location.
You’re covered if you incur medical expenses while you’re travelling up to a maximum of £2,000,000.
International SOS can arrange for a translator, mobile medical equipment and a medical escort, as part of the emergency evacuation and repatriation support. A relative can also be flown out to assist as required.
Depending on your particular situation, the cost of the services invoked by International SOS will be covered up to the travel insurance policy limits; including, for example physicians, dentists, lawyers, legal practitioners, interpreters, hospitals and other relevant persons. International SOS will advise should the cost of any of the service proposed not be covered.
If you are hospitalised while you’re travelling, the travel insurance cover entitles you to £35 per day, up to a maximum of 30 days.
If you’re involved in an incident while you’re travelling, and you are liable for damage or accidental loss, the travel insurance cover entitles you for up to £1,000,000.
If your travel is delayed by more than 4 hours, you’re covered for £45 per hour up to a maximum of £540.
The travel insurance covers you for theft, damage or accidental loss of your baggage up to £2,000. If your baggage is delayed by more than 4 hours, you’re covered for £40 per hour up to a maximum of £480.
The travel insurance covers you for theft or accidental loss up to £500.
No, pre-existing medical conditions and any claim resulting from such a condition cannot be covered.
24-hour access online please log into your account
Email: [email protected]
Please use your registered email address to contact us.
Tweet us @CaxtonSupport
Tel: 0333 123 1812
Tel: +44 (0) 207 201 0526
You can contact us from:
Monday - Friday 08:00 - 19:00
Saturday - Sunday 09:00 - 17:00
Outside these hours, we can only deal with issues relating to lost and stolen cards.
24-hour access online please log into your account
Email: [email protected]
Tel: 0333 123 1815
Tel: +44 (0) 207 235 3435
Monday - Friday 08:00 - 18:00
Email: [email protected]
Tel: +44 (0) 207 042 7629
Monday - Friday 08:00 - 18:00