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Making a claim

Introduction

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.

Do you need emergency medical assistance while you are on holiday?

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 nameMedical emergency assistance numberClaim in the UK number
AllClear Gold+44 (0) 207 748 052101420 383014
AllClear Gold Plus+44 (0) 207 748 052101420 383014
AllClear Traveller+44 (0) 207 748 052101420 383014
Avanti Club +44 (0) 1376 311 82001376 311 830
Avanti Max+44 (0) 1376 311 82001376 311 830
Explorer+44 (0) 203 829 383601623631331
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 674502392 419 879
Free Spirit Options 344 (0) 203 829 674502392 419 879
Freedom+44 203 126 41210345 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 67450203 829 6761
Spectrum Premier+ 44 (0) 203 824 07150203 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 9990800 923 4214
Zurich Extra+44 (0)1242 218 9990800 923 4214
Zurich Standard+44 (0)1242 218 9990800 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.

Robbery claim

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.

Claim forms

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.

24 emergency medical helpline

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

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.

Making a claim