Making a travel insurance claim

When your policyholder needs to make a claim, contact our claims team who will immediately take action to help.

Emergency medical assistance

If the customer is abroad and requires emergency medical assistance please contact the assistance team on +44 (0)1473 351757. This service operates 24 hours a day, 365 days a year and will be able to help offer advice, assistance, make arrangements for hospital admission, repatriation and authorisation of medical expenses.

Non-emergency medical assistance claims

If a customer needs to make a claim for cancellation, baggage or out-patient medical treatment, please contact the claims team on +44 (0) 345 850 5193 who will register the claim and advise of the next steps.

Legal claims

Please call the legal expenses team on 01737 815084.

What information do we need to register a claim?

In order to successfully register the claim and allow us to begin to make any additional enquiries, we require the following information at the time of reporting the claim:

  • Policy/certificate number
  • Issue date of the policy
  • Cover dates of the insurance
  • Claimants details (name, address, email and contact numbers)
  • Date of loss
  • Circumstances surrounding the loss
  • Dates of travel
  • Claim expenses


A claim has been made - what can you expect to happen next?

Keeping you updated

We will keep you and/or the policyholder updated on the progress on the claim.

This can be done in a number of different ways:

  • We will keep you updated on progress by pro-actively contacting you by telephone with any important developments
  • We will update the policyholder through their preferred method of contact - by post or by email
  • We are able to send the policyholder relevant SMS message updates throughout the claim

How we settle claims

If you are admitted to a hospital/clinic while abroad, our assistance team will arrange for medical expenses, covered by the policy, to be paid direct to the hospital/clinic. To take advantage of this benefit someone must contact the assistance team for you as soon as possible.

For all non-emergency medical assistance claims we will settle the expenses directly to the claimant.


Our aim is to give you the highest standard of customer service, so we take any complaint seriously. If you are not happy with any aspect of our service please contact the claims team.


Travel claims hints and tips

Efforts to prevent claims are always worthwhile – not only to minimise risk, but also ensure cover is valid if a loss occurs. Here are some useful tips for you to pass onto the policyholder.


Personal travel claims contacts

Emergency medical assistance

Please call the number below:

+44 (0)1473 351757

Available 24 hours a day, 365 days a year.

Non-emergency medical assistance claims

Please call the number below:

+44 (0)345 850 5193

Legal claims

Please call the number below:

01737 815 084