How does the excess work and why does it sometimes feel inconsistent?

The excess is the first part of a claim you pay yourself. It comes off your settlement, and the amount depends on your policy level. It applies per person and per section of the policy you claim under.

Say you have a policy with a £100 excess and you have a valid cancellation claim for £800. We’d take off your £100 excess and pay you £700.

Not every section carries an excess. Your policy wording sets out which ones do, so it’s worth a look before you claim.

If you bought the Excess Waiver add-on, the excess is removed from all sections that normally carry one. Your policy schedule confirms whether you added it.