Claims

How to start your claim

click here to make a claim online

The easiest way to make a claim is on our secure website. This gives you time to gather all the documents you need and submit them online, and means there's no waiting for the post.

Or call us to start your claim

+44 (0) 208 865 1654

If you'd prefer to speak to someone, you can also get the ball rolling over the phone. Call the number above and one of our claims team can help with any questions and send you a claims from though the post. 

Travel Delay or Emergency Medical Expenses claims up to £350 (after any excess that applies) may receive a decision over the phone - please have the following information to hand when you call:

*Including: illness, injury and dental claims.

How the Claims Service deal with your claim:

They will aim to assess your claim within 5 working days of receiving your completed claim form.

They may require you to provide further information, in which case your response will be assessed within 5 working days.

They may appoint a loss adjuster to discuss your claim in person.

They will settle all valid claims by sterling cheque or BACS payment.

24 Hour Emergency Medical Assistance Service

Call for medical and curtailment claims from abroad

+44 (0)208 865 1640

Our multi-lingual team are on call while you're away. Here's how they can help:

• Liaise directly with hospitals on your behalf about your treatment and bills
• Arrange your repatriation back to the UK
• Make travel arrangements for other members of your party or your immediate relative
• Arrange ambulance transfer if needed, once you're back in the UK

Please note that in some cases it may be easier to pay minor expenses yourself.

If you are in any doubt as to whether your medical costs will be covered, please contact the assistance service for prior authorisation.

Remember to keep all receipts and medical reports - as you will need them to submit your claim when you return home.

For curtailment claims

Please call the assistance number if you need to return early for an insured reason.

Claims Checklist

How to make a claim for anything other than emergency medical expenses or curtailment:

• Check the relevant policy section to see if you are covered
• Check what documentation is required to make a claim
• Contact the Claims Service to request a claim form
• Submit your claim within 28 days of returning home. (In certain cases you may wish to claim whilst still travelling – this is possible but you must still adhere to the usual claims requirements)
• Keep copies of your completed claim form and all supporting documentation (originals must be submitted to the Claims Service)
• Keep any damaged items that are the subject of a claim. They may be required for salvage/assessment

Claims Guidelines

What you need to do to help you make a claim - including what documents you'll need to obtain while you are away.