Making a claim
We know that when you’re planning your holiday, the last thing you want to think about is needing to make a claim. That’s why we’ve put together this simple guide to tell you everything you need to know, when you need to know it.
First, you will need to contact the claims department of your travel insurance policy.
Please note, the emergency medical assistance team will help you during a medical emergency abroad – but you will still need to contact the claims company separately. Also, if you need to make any changes to your policy, our Customer Care Team can only do so after your claim has been registered.
This article will further explain each step of the process below.
As soon as possible after calling the emergency services or another medical care provider, you need to call the medical emergency assistance company. This is a 24 hour telephone line.
If you’re travelling in Australia, please visit Medicare Australia prior to travelling for information on how to receive reduced medical fees and more advice.
The table below shows the emergency medical assistance numbers for all the policies available.
Emergency medical assistance numbers
|Policy name||Medical emergency assistance number||Claim in the UK number|
|AllClear Gold||+44 (0) 207 748 0521||01420 383014|
|AllClear Gold Plus||+44 (0) 207 748 0521||01420 383014|
|AllClear Traveller||+44 (0) 207 748 0521||01420 383014|
|Avanti Club||+44 (0) 1376 311 820||01376 311 830|
|Avanti Max||+44 (0) 1376 311 820||01376 311 830|
|Explorer||+44 (0) 203 829 3836||01623631331|
|Flexicover Premier||+ 44 (0) 203 824 0715||0203 824 0716|
|Flexicover Standard||+ 44 (0) 203 824 0715||0203 824 0716|
|Free Spirit Options 2||+44 (0) 203 829 6745||02392 419 879|
|Free Spirit Options 3||44 (0) 203 829 6745||02392 419 879|
|Freedom||+44 203 126 4121||0345 271 4478|
|Goodtogo classic||+44 (0) 203 829 3816||+44 (0) 203 829 3815|
|Goodtogo Gold||+44 (0) 203 829 3816||+44 (0) 203 829 3815|
|Goodtogo Platinum||+44 (0) 203 829 3816||+44 (0) 203 829 3815|
|Goodtogo Silver||+44 (0) 203 829 3816||+44 (0) 203 829 3815|
|OK Premier||+44 (0) 203 829 6745||0203 829 6761|
|OK Premier Plus||+44 (0) 203 829 6745||0203 829 6761|
|Spectrum Premier||+ 44 (0) 203 824 0715||0203 824 0716|
|Spectrum Standard||+ 44 (0) 203 824 0715||0203 824 0716|
|Trust2travel economy||+44 (0) 333 5777 278||+44 (0) 333 5777 279|
|Trust2travel premium||+44 (0) 333 5777 278||+44 (0) 333 5777 279|
|Trust2travel standard||+44 (0) 333 5777 278||+44 (0) 333 5777 279|
|Zurich Basic||+44 (0)1242 218 999||0800 923 4214|
|Zurich Extra||+44 (0)1242 218 999||0800 923 4214|
|Zurich Standard||+44 (0)1242 218 999||0800 923 4214|
You will also find all up to date contact details in your policy booklet under the section ‘Making a claim’. You can view your policy booklet online here
The emergency medical assistance company will liaise with the hospital and medical professionals during the treatment process and, if needed, will arrange Repatriation when you’re well enough to travel. They will be your main point of contact. You may need to pay your policy excess while you are abroad, but the medical assistance company will advise you accordingly.
Cancelling your holiday
You will need to contact your respective claims company, their details are in your policy booklet or you can refer to the table above.
You might want to read our help article about cancellation cover for more information.
Claiming for minor outpatient treatment
You will need to pay the hospital or clinic and keep all the receipts. Upon your return from holiday contact the claims company using the contact details in your policy booklet – or use the table above.
You will need to report this to the police immediately, usually within 48 hours, and get a police report. Then once you are home, you contact the claims company.
You will need to contact the claims handling company appointed by your insurance provider for the claims forms. These details can be found in your policy documentation and policy booklet.
Some claims handling companies offer online facilities where you can register your claim online and download forms. If you have an AllClear Gold, Gold Plus or AllClear Traveller policy (purchased after 1st November 2016) you can use the Reactive Claims website to register your claim.
If you have lost your receipts
Please note, if you have lost your receipt for any lost expenses, your success in claiming for them can be affected. Be sure to keep a record of any medical, accommodation or transport bills you wish to claim for. For further information on what to do if you’ve lost your receipt, contact the relevant claims company displayed in your policy booklet. Or use the table above to find their contact details.
Status of your claim
You will need to contact the claims handling company appointed by your insurance provider. These details can be found in your policy documentation and policy booklet or in the table above.
It is the claims handling company who physically process the claim and will be able to update you on its progress.
Red Arc is a serious illness and bereavement counselling service. This may be offered to you following a particularly traumatic experience which has caused you to make a claim. Please note this service is currently only available on AllClear Gold and Gold Plus cover.