When your policyholder needs to make a claim, contact our claims team who will immediately take action to help.
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.
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.
Please call the legal expenses team on 01737 815084.
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:
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:
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.
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.
If you need to cancel your trip, you should get in touch with us first to check you’ll be covered before you cancel any bookings. We can only cover you for certain reasons, like if someone’s too unwell to travel – and you’ll need to give us confirmation of this from a doctor.
Once we’ve accepted your claim, you’ll need to provide us with evidence that your trip has been cancelled, who’s unable to travel, and the charges and refunds you’ve received.
For curtailment claims you need to get a medical certificate from a medical practitioner and the prior approval of the emergency assistance service to confirm the necessity to return home prior to curtailment of the trip due to death, bodily injury or illness.
On most policies Airport Departure Duty tax is not covered as it is refundable by the airline.
If you fail to notify the travel agent, tour operator, provider of transport or accommodation as soon as you find out it is necessary to cancel the trip the amount we pay will be limited to the cancellation charges that would have otherwise applied.
If you take prescribed medication ensure that you have a sufficient quantity to cover the duration of your trip, consider taking an additional supply in the event of a delay.
Treatment or surgery which in the opinion of our assistance team can wait until your return to your home area will not be covered.
Expenses incurred as a result of tropical diseases where you have not had the appropriate inoculations will not be covered.
Valuables and Personal Money
Valuables and Personal money (including documents i.e. passport and visa) are considered high risk items and therefore appropriate care needs to be taken to prevent loss, theft or damage. By not leaving these items unattended or in checked in luggage and by keeping them on your person you will reduce this risk. We will not cover any valuable items which are left unattended unless in a hotel safe, safety deposit box or in your locked accommodation.
Valuable items and Personal money (including documents i.e. passport and visa) are not covered when left in a vehicle, non valuable items may also not be covered depending on your policy wording.
Loss and Theft Claims
For all loss and theft claims, a police report must be obtained within 24 hours of discovering the loss.
For loss, theft of or damage to items whilst in the care of the carrier, transport company, authority, hotel or accommodation provider, you must report the details of the loss, theft or damage to them and get written confirmation of it. If baggage is lost, stolen or damaged in the care of an airline you must obtain a Property Irregularity Report.
Please call the number below:
Available 24 hours a day, 365 days a year.
Please call the number below:
Please call the number below: