Flight Delay Benefit Help Centre

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We are an innovative insurtech, headquartered in Dublin, Ireland.

We provide fast and fully customised solutions that serve as safety nets in situations that don't go as planned, we enhance your digital lifestyle when you need it most, at anytime, in collaboration with Novus.

Companjon offers the best of both worlds by combining classic insurance products with lifestyle solutions that are hassle-free and entirely digital.

Flight Delay Benefit pays you out a compensation if your flight is unexpectedly delayed after your scheduled departure time.

We track your flight status and will contact you automatically if you are eligible for compensation. This means you don't have to do anything to claim or receive your compensation, this will be routed directly to your Novus account making your life easier!

At minute 30, after 29 minutes of delay, you will be entitled to a lump sum of £10.

After 30 minutes, £0.50 is added to your compensation for every minute between your scheduled departure time and when your flight does actually pushback from its gate up to a maximum of £40 (90 minutes).

The delay is calculated by comparing the scheduled departure time with the actual time when the aircraft is push backed from its gate.

The compensation is paid directly into your Novus account.

Flight Delay Benefit does not apply to flights which have been delayed by less than 30 minutes after scheduled departure.

Flight Delay Benefit covers delays up to a maximum of 90 minutes, if your flight is delayed longer than this, you will not receive additional compensation beyond £40.

You can add the cover to any eligible ticket through your Novus app between 180 to 7 days before your flight is due to depart.

When purchasing flight tickets using your Novus account, you should receive a notification on the app inviting you to add Flight Delay Benefit to your flight. In the Novus app, you will be asked some questions regarding your flight to confirm eligibility before purchasing the benefit and voila! You are covered!

Unfortunately, no.

Your Flight Delay enefit policy must be purchased for flight tickets purchased by you on which you are the named passenger

Yes!

You can add Flight Delay Benefit to a flight you have purchased in someone else's name that are under the age of 18, as long as their flight meets the eligibility criteria.

As you will be the policyholder, it is important to know that any changes or policy requests must be approved by you. It is not possible for a traveller under the age of 18 to request changes to the policy.

To add Flight Delay Benefit to your trip, your flight must meet the below eligibility criteria:

  • The Departure or Arrival airport must be in the United Kingdom.
  • For multi-stops flights, only the first leg will be covered, and either the initial Departure airport or the final Arrival destination airport must be in the United Kingdom.
  • The cover must be purchased at least 7 days before your scheduled departure time.
  • You must have purchased your flight with your Novus card.

Unfortunately, if you are unable to add Flight Delay Benefit to your purchase, you do not meet one or more of the eligibility criteria. We appreciate that you would love 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 this service to more flights and customers soon.

Yes.

Regardless of why your flight was delayed, your Flight Delay Benefit has you covered.

The cover starts at the time of your scheduled departure and ends 90 minutes after this. You will be compensated for any delay within this timeframe.

You will not be compensated for any delay that occurs within the first 29 minutes and 59 seconds of your scheduled departure time and any further delay that occurs after the 90 minutes scheduled departure time.

The delay is calculated by comparing the scheduled departure time with the actual time when the aircraft is push backed from its gate.

Yes!

It is only possible to add Flight Delay Benefit to your flight after you purchased the tickets through your Novus account and you meet the eligibility criteria.

If a time departure change is notified by the airline more than 24 hours before the original scheduled departure, your insurance policy will be amended to track the new departure time.

If a time departure change is notified by the airline less than 24 hours before the original scheduled departure time:

  • If the flight is departing sooner (before original scheduled departure time), your insurance policy will be amended to track the new departure time.
  • If the flight is departing later (after original scheduled departure time), your insurance policy will use the original departure time to measure potential delay.

Flight Delay Benefit compensates a maximum delay of 90 minutes.

There is no option yet to increase the time that you are covered for. We are constantly updating our products, so watch this space.

Policy

When you purchase Flight Delay benefit , we automatically send you an email with your policy confirmation directly to the email address registered on your Novus account

You should therefore be able to find your policy in your email inbox. Be sure to check your spam folder as sometimes it can end up there depending on your email settings.

If you are still having issues finding your policy confirmation, please contact us and we will be happy to resend your documentation.

Certain personal details on your policy can be updated by logging into your MyCompanjon account and using the ‘Edit/Modify’ function available on the homepage.

If you have any issues with updating your personal details, please contact us.

You will receive a confirmation email from us with your updated policy details immediately after a change has been made to your policy.

If you do not receive this confirmation email (including checking your spam folder), please contact us.

We're sorry to hear that you want to cancel your policy.

Your Flight Delay Benefit is subject to a 14-day withdrawal period.

The withdrawal period is the period of time in which you can cancel your policy and obtain a full refund so long as your scheduled departure time is more than 30 days in the future. 

If you wish to cancel a policy within the withdrawal period, you can do so via your MyCompanjon account or by contacting us and we will refund your premium.

If your withdrawal period has expired or your policy start date is within 30 days from the date you wish to cancel your policy, the cancellation rights do not apply. You may still be able to cancel your policy however will not be eligible for a refund of the premium.

Your refund will be issued directly to the Novus account that you used when purchasing the policy. This should take a maximum of 24 hours to appear in your account from the time that you successfully cancelled your policy. If you do not receive your refund within this timeframe, you can contact the Novus Customer Support team here.

We will need to hear directly from the policy holder in order to make any changes or cancel a policy.

We avoid cancelling policies unless it is absolutely necessary. There are a few reasons why we may have cancelled your policy which include;

  • You have requested a change which would impact your eligibility for coverage.
  • Your flight was cancelled before the scheduled departure, which automatically triggered a cancellation and full refund of your Companjon policy.

We're sorry to hear that your flight has been cancelled.

If the cancellation was made by the airline before your scheduled departure time, a full refund of your Companjon policy is issued back to your Novus account and your policy is automatically cancelled.

If the cancellation was made by the airline after your scheduled departure time, your Flight Delay Benefit will issue a payout for the maximum compensation of £40 to your Novus account. You should receive an email also confirming that this compensation is on the way to you.

If you do not receive your refund within the timeframe indicated by Novus you can reach out to them here.

My Account

When you purchase a Companjon policy, you will receive an email containing important details around your cover and a receipt. By following the link provided in this email, you will be guided to create a Companjon account to access your policy details.

Please contact us and we will be happy to assist you.

It is not possible to have more than one account with the same email address. If you have purchased a policy and it is not appearing in your existing MyCompanjon account or if you have accidentally set up two accounts, please contact us and we will be happy to help!

Please contact us and we will be happy to assist you.

Claims

Nothing at all! So long as you have Flight Delay Benefit and your flight was delayed by over 30 minutes, your compensation eligibility will be triggered and monitored.

You will receive regular updates from us regarding your flight delay and associated compensation while waiting to catch your flight.

If you receive a message from us confirming that you are entitled to compensation under your Flight Delay Benefit, the payment will be automatically issued to your Novus account.

You should receive a message from us as soon as we recognise that your flight has been delayed by longer than 30 minutes.

If you have not received a message, this may mean that the delay that you experienced is not covered by the Flight Delay Benefit. You can read more about how the cover works in our Terms and Conditions.

If your departure flight was delayed by longer than 30 minutes and you did not receive any contact from us, please reach out to our customer service team and we will be happy to support.

When you receive a notification regarding your claim payout, our terms and conditions are included. We try to ensure that our coverage is clear so there are no surprises regarding your compensation. We would recommend you review this document to understand how your claim was calculated.

If you remain unhappy with the outcome of your claim after reviewing the document, you have the right to raise a complaint by contacting us.

Data

Our Privacy Notice explains how we collect, use, share and retain your personal data. It also outlines how you can exercise your privacy rights and how we comply with our obligations under data protection legislation.

To exercise any of your rights under GDPR, including a right to request deletion of your personal data, please email us at DPO@companjon.com.

Please include your name, policy number and details of your request in the email.

We will respond to your request as soon as possible and where possible, within one month of receiving it.

Contact Us

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 a urgent question to ask and need a quick reply. Our team are available via Chat every day from 9AM to 5PM GMT.

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 24 hours.

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 either via chat or through our contact form at the bottom of this page. You can also send an email to us at complaints@companjon.com.

We promise to acknowledge your complaint within 3 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 policy.

We strive to deliver the highest quality customer service. If you have been in touch with our customer service team via chat or email, you will be given the opportunity to provide feedback on your experience in a survey.

If you have feedback regarding your insurance experience and haven't already been in touch with our customer service team, please contact us. We are looking forward to hearing from you!

Contact us

We're here to support you seven days a week from 8AM-5PM CEST via live chat. Alternatively, fill out the form below and we will be in touch within 24 hours.