Protection Delivered Simply
Please note: As an approved partner of the Civil Aviation Authority (CAA), the Association of British Travel Agents (ABTA) and the Confederation of Passenger Transport UK (CPT), Protect Claims act as an official third-party provider appointed to administer financial failure and ATOL holder claims. For your security all correspondence you receive from us will include your unique claims reference.
Frequently Asked Questions
Answers to some of the frequently asked questions in relation to making a claim can be found below.
- Q. Who are Protect Claims?
A. A. Protect Claims are an independent company appointed by the Civil Aviation Authority (CAA), Association of British Travel Agents (ABTA) and the Confederation of Passenger Transport UK (CPT) to administer claims on their behalf.
- Q. What address do I send my documents to?
A. Papers should be sent to:
PO Box 6430,
Please make sure that you:
- Clearly mark your claim reference number on the first page of your papers.
- Include a copy of all documents requested.
- Refrain from using staples.
- Pay adequate postage costs on the envelope, particularly if you are sending a large envelope.
- Take copies for safekeeping and ideally send them recorded/registered delivery.
- Q. Can I email you scanned documents?
A. Yes. However, there are a couple of important notes:
We do not advise sending any emails greater than 2MB in size as these may not be received. If the size of your attachments is larger than this, try breaking them down into smaller sized attachments sent across by several emails.
The size of the attachments is often determined by the resolution settings of the scanner. Black and white at 200dpi should be sufficient.
For security reasons, we are only able to accept the following file extensions:
Also, for system security reasons we cannot accept compressed/zipped files.
Please ensure that your claim number is included in the subject line of any emails.
- Q. What happens to my documents once I send them in?
A. Your documents will be scanned and the original papers will be kept for a period of 4 weeks and will then be destroyed.
- Q. How are my bank details protected?
A. Your account number and sort code are stored within two fields that are encrypted with 128-bit master keys and use the AES (Advanced Encryption Standard) algorithm. Once saved these two fields are masked and can only be viewed by select members of the Accounts Team responsible for making claim payments.
- Q. How long does it take for my claim to be handled?
A. We aim to review correspondence within 28 days of receipt, though this can vary depending upon whom we are working on the behalf of.
- Q. How will you settle my claim?
A. We will make a bank transfer to the nominated Bank Account and you will receive notification either by email or letter.
- Q. Are calls recorded?
A. All calls are recorded for training and quality control.
- Q. Where can I find information about the ATOL holder/s failure?
A. The CAA maintain a list of ATOL holder/s which have collapsed, where you will find up-to-date information about the ATOL holder/s and how to claim. Each ATOL holder/s situation is different, so it is important you read this information carefully. https://www.caa.co.uk/atol-protection/
- Q. What is the ATOL Scheme?
A. ATOL is the UK's financial protection scheme and protects you when you book a holiday with a UK ATOL holder. It will provide support so that you are not at a financial loss or without assistance abroad if your ATOL holder ceases trading.
ATOL stands for Air Travel Organiser's Licence and is backed by the UK Government.
- Q. Why are you asking for my ATOL Certificate?
A. Your ATOL Certificate is proof the booking is protected by ATOL.
We believe in simplifying the claim process to provide stress free experiences to customers, cost savings to our clients and easier, more effective deployment of scaled solutions within our business.
How We're Different
We've created a suite of unique systems designed specifically for financial failure claims. These allow us to provide a high scale claim solution quickly and easily. They provide unrivalled control of the claims process and reduce dependency on many of the barriers to delivering the necessary scaled solutions for financial failures, which typically come with minimal lead-times.
We only work as hard as we do, and achieve what we do, to serve you. Please contact us today to discuss how Protect Claims can help you in delivering your financial failure protection.
If you require more information about Protect Claims, please don't hesitate to contact us.