Complaints response: If a written complaint cannot be immediately resolved, it will be acknowledged within 5 working days of receipt. A substantive response to complaints will be provided within 10 working days of receipt Complaints will be resolved within 20 days of the initial complaint. (FCA standard)
If you are unfortunate enough to have to make a claim on your policy wording, our claims team will try to make the process as painless as possible. Of course not every claim is going to be successful, but the claims team will endeavour to make sure that your claim is dealt with efficiently and fairly based upon the terms and conditions set out in your travel insurance policy.
What you can do to help your claim:
There are some simple things that you can do to make it easier for the claims department to process your claim:
When filling out the claim form please write clearly and legibly – we recommend using block capitals and a black pen and don’t forget to sign and date the declaration.
Remember to send proof of your insurance too, along with your holiday invoice or flight tickets.
Provide as much information regarding the circumstances of your claim as possible – if there is not enough room on the claims form use a separate sheet of paper.
Please make sure that you provide all the necessary supporting documentation with your claim form – at the end of each section in your travel insurance policy there is a section headed ‘What to do if you have to make a claim’ which gives you details on what is required. You can click here for our online policy wordings (add link to policy page)
We strongly suggest that you keep a copy of any items that you send to the claims department just in case something is mislaid in the post.
Cancellation claims: If you are making a cancellation claim due to medical reasons DO NOT request a medical certificate from the doctor at this stage, as our cancellation claim form contains a full medical certificate detailing the questions the doctor will need to answer. Don’t forget you will also need to send your cancellation invoice or letter (issued by the operator once you have cancelled) with your claim.
Cancelling your holiday: If you have to cancel your holiday you will need to advise the tour operator immediately that you are cancelling, and follow this up in writing to them. If you are not aware, tour operators impose an increasing scale of cancellation charges the nearer to the departure date you cancel (so the later you cancel the more money the tour operator keeps), and as such if you delay in cancelling incurring higher cancellation charges, your claim could be affected in the amount we can pay you.
Emergency medical claims: Whilst abroad you should contact the 24 hour Emergency Medical Assistance Service if you are admitted to a hospital, need repatriation to your home, or where costs are likely to exceed £500.
Please also see our Emergency Telephone Numbers (link please) page.
Please read your travel insurance policy carefully for details on what is required.
If you do require advice prior to submitting your claim:
You can contact our claims department team on 01623 631331 between 9.00am to 5.00pm Monday to Friday. Our claims team will be happy to discuss your claim with you.
What is the ‘Travel Claims Reference’ shown on the claim form; and how do I get this?
If you have downloaded your claim form please note ‘your travel claims reference’ as shown on all our claim forms is a unique reference that will only be issued automatically once your claim is received by our claims department. Your unique travel claims reference will be quoted on any correspondence we send you. To help our claims department, please quote this in all your correspondence with us too.