We have You should find the answers to the most commonly asked questions about making an insurance claim against your travel insurance policy.
If can't find the answer to your question please contact us directly. Click here to Contact Us.
How do I make a claim?
You must give written notice to Us as soon as practicable, but in any event within 30 days.
PLEASE DO NOT FORWARD ANY DOCUMENTS UNTIL YOU SUBMIT THE COMPLETED CLAIM FORM
Who are Claims Settlement Agencies?
We are an independent limited company appointed and authorised by the insurers of your travel insurance policy to effect settlement of your claim in accordance with your policy.
Who is my travel insurance underwriter?
The underwriter is the company who insures you in accordance with the terms and conditions of your travel insurance policy.
Their details can be found within your policy documentation.
What service can I expect from Claims Settlement Agencies?
We will deal with your claim quickly and fairly in accordance with the terms and conditions of your travel insurance policy.
You can expect a response to claim correspondence within 5 working days.
The length of time your claim will take to settle will depend upon the complexity and the documentation required assessing it.
What do I do if I have a complaint about the service I have received from you?
Whilst we hope that your claim will be dealt with to your full satisfaction, in the unlikely event that you do have any concerns please contact us as quickly as possible in writing detailing the basis of any complaint.
Where possible we will endeavour to respond to your complaint within 1 working day and provide a full reply within 5 working days.
We will do what we can to resolve your complaint satisfactorily but if we cannot do so then you can follow the complaints procedure detailed in your insurance policy documentation.
What do you do with the personal information I disclose?
We may use your information together with other information for underwriting, statistical analysis and claims. We may disclose your information to our service providers, agents and business partners for these purposes.
We may also share your information with other interested parties and outside agencies to check the details and prevent fraudulent claims. We may also disclose your information to our agents to investigate or prevent fraud.
We will not disclose your information to any other Third Parties.
What is an excess?
An excess is an amount that you have to pay and is deducted from your claim.
The excess helps to keep down the cost of insurance and to prevent very small claims that are relatively expensive to administrate.
The amount of the excess varies from policy to policy unless an Excess Waiver has been purchased, in which case no excess applies.
What is an excess waiver?
You can pay an extra premium at the time of purchasing your policy so that if you make a claim you do not have to pay an excess.
What documentation will you require to support my claim?
Our Claims Forms are designed specifically for the section under which you are claiming and you will find the documentation we require detailed on page 1 of the form.
If you have difficulties providing any of the requested documentation then please explain the reasons why in writing when returning the Claim Form and other documents to us.
We suggest you keep copies of all documentation you send to us for your own records.
Can I send photocopied documents?
Unfortunately, photocopied documents are not acceptable unless they are certified by the issuer as a true copy of the original.
I am receiving bills from an overseas medical provider – What do I do?
Unless we have declined payment of the claim, please send the original bills to us as soon as possible quoting your claim reference number.
I am receiving correspondence from a Third Party holding me liable for an accident – What do I do?
Under no circumstances admit liability.
All correspondence from the Third Party or their representatives must be sent us on receipt.
Do not acknowledge Third Party correspondence or enter into any correspondence or communication with the Third Party or their representative as we will deal with the matter on your behalf.
Failure to comply with the above may prejudice the claim under the terms and conditions of you travel policy.
Can I claim more than once for the same incident?
No, you cannot claim more than once for the same incident unless you are claiming a policy benefit such as Travel Delay or Personal Accident
Why do you want details of my other insurance policies?
In the UK there is a longstanding market agreement between insurers that each company will contribute proportionately to the loss according to the amount of coverage in their policy.
The insurer who provides the more specific or greater cover will normally deal with the claim and then seek a contribution from any other insurer involved.
Seeking contribution from your other insurer in this way does not normally affect your No Claims Bonus.
The Airline lost my baggage - can I claim from them as well?
You cannot claim twice for the same loss.
Insurers have the right under the terms of your policy to seek a contribution form the airline (or other responsible party) on settlement of the claim. The passing on of this right to Insurers is called Subrogation.
In any event the airlines liability is restricted in accordance with the Carriage By Air Act based upon the weight of the baggage at around £xx per kilo
I have now returned home but am not claiming - Can I get a refund of my insurance premium?
Unfortunately there is no refund of premium allowed in these circumstances.
What documents will you need to deal with my claim?
Split by section then drill down to documents;
CANCELLATION
CERTIFICATE OF INSURANCE (or other proof of payment of insurance premium i.e. the Tour Operators booking invoice)
HOLIDAY BOOKING INVOICE as issued by the booking Agent & Tour Operator (if applicable)
ORIGINAL RECEIPTS for any costs being claimed
MEDICAL EVIDENCE to support details of illness or injury
DEATH CERTIFICATE (if applicable)
EVIDENCE OF HOSPITAL ADMISSION AND DISCHARGE (only applicable if the Claimant was an in-patient in hospital)
ORIGINAL TRAVEL TICKETS (i.e. flight coupons/ferry tickets)
ADDITIONAL TRAVEL TICKETS (if applicable)
CURTAILMENT
CERTIFICATE OF INSURANCE (or other proof of payment of insurance premium i.e. the Tour Operators booking invoice)
HOLIDAY BOOKING INVOICE as issued by the booking Agent & Tour Operator
For Curtailment due to illness/injury abroad please submit MEDICAL EVIDENCE from the treating doctor abroad confirming the curtailment was medically necessary
For Curtailment due to death, please submit the DEATH CERTIFICATE and arrange for the General Practitioner of the person concerned to complete the MEDICAL CERTIFICATE on page 3 of this claim form
For Curtailment due to injury or illness of a relative in the UK, please arrange for the normal General Practitioner of the person concerned to complete the MEDICAL CERTIFICATE on page 3 of this claim form death
For Curtailment due to non medical reasons, please provide DOCUMENTARY EVIDENCE of the necessity to return home early (please check the terms and conditions of your policy for specific coverage details)
Details of and documents relating to original travel arrangements and any used/unused tickets
Any other documentary evidence from which we can calculate your claim, which you feel is relevant.
MEDICAL
CERTIFICATE OF INSURANCE (or other proof of payment of insurance premium i.e. the Tour Operators booking invoice)
HOLIDAY BOOKING INVOICE as issued by the booking Agent & Tour Operator (if applicable)
ORIGINAL RECEIPTS for any costs being claimed
MEDICAL EVIDENCE to support details of illness or injury
DEATH CERTIFICATE (if applicable)
EVIDENCE OF HOSPITAL ADMISSION AND DISCHARGE (only applicable if the Claimant was an in-patient in hospital)
ORIGINAL TRAVEL TICKETS (i.e. flight coupons/ferry tickets)
ADDITIONAL TRAVEL TICKETS (if applicable)
BAGGAGE & PERSONAL EFFECTS & MONEY
CERTIFICATE OF INSURANCE (or other proof of payment of insurance premium i.e. the Tour Operators booking invoice)
HOLIDAY BOOKING INVOICE as issued by the booking Agent & Tour Operator (if applicable)
AIRLINE or OTHER TICKETS and BAGGAGE CHECK TAGS
EVIDENCE TO SUPPPORT OWNERSHIP OF PERSONAL ITEMS this should include receipts for the items but if these are not available then;
Please note that Estimates for replacement are regrettably not acceptable
EVIDENCE TO SUPPPORT DAMAGE – please obtain a repairers’ report of total loss or damage and current price. Please note that ALL salvage must be retained until the claim is concluded
EVIDENCE TO SUPPPORT OWNERSHIP OF MONEY - this can include evidence of conversion e.g. bank slip or if the loss is in respect of sterling, the relevant evidence e.g. bank statement, building society passbook, showing withdrawal of funds
LOSS/DAMAGE REPORT from Police, Airline or other party
DELAYED BAGGAGE
CERTIFICATE OF INSURANCE (or other proof of payment of insurance premium i.e. the Tour Operators booking invoice)
HOLIDAY BOOKING INVOICE as issued by the booking Agent & Tour Operator (if applicable)
AIRLINE or OTHER TICKETS and BAGGAGE CHECK TAGS
RECEIPTS FOR THE ITEMS BEING CLAIMED OR OTHER EVIDENCE OF PURCHASE
AIRLINE OR OTHER CARRIERS REPORT
PROOF OF DATE AND TIME BAGGAGE WAS RETURNED TO YOU
MISSED DEPARTURE
CERTIFICATE OF INSURANCE (or other proof of payment of insurance premium i.e. the Tour Operators booking invoice)
HOLIDAY BOOKING INVOICE as issued by the booking Agent & Tour Operator
THE ORIGINAL AIR TICKETS
THE REPLACEMENT TICKETS AND INVOICES/RECEIPTS as appropriate to support additional costs (N.B. Your attention is drawn to the terms of the policy in this respect).
A REPORT FROM THE GARAGE, AA, RAC ETC. confirming the date / time and circumstances in which they became involved (if applicable)
A LETTER FROM THE PUBLIC TRANSPORT COMPANY giving full details of the disrupted service on which you travelled (if applicable)
TRAVEL DELAY
CERTIFICATE OF INSURANCE (or other proof of payment of insurance premium i.e. the Tour Operators booking invoice)
HOLIDAY BOOKING INVOICE as issued by the booking Agent & Tour Operator (if applicable)
TOUR OPERATORS CANCELLATION INVOICE (Abandonment only)
THE TRAVEL TICKETS (i.e. Flight coupons/ferry tickets)
A LETTER FROM THE AIRLINE (or other carrier e.g. Ferry Company etc) stating;
Both are essential please.