Making a claim

If something has gone wrong and you need to make a claim, please do not worry as we are here to help you.

We have developed our claims processes to try and make them as simple as possible for you. Please also note that we pay claims by bank transfers as this is not only a very secure process for you and us, but it is also fast and efficient.

Medical Emergencies Only

If you are still overseas and need emergency medical assistance, please call our Emergency Assistance Service on +44 (0) 1733 224 960 as soon as possible as they will be able to help and support you. Please remember that our Emergency Assistance Service is open 24 hours a day, 7 days a week, 365 days a year.

Please do not call our Emergency Assistance Service if you do not have a medical emergency. For all non-emergency medical claims please contact our Claims Department by calling us on +44 (0) 1733 224 959.

Please note that you must register a claim with our Claims Department within 31 days of occurrence. If you do not, then we may not be able to pay your claim.

Please also note that our Claims Department is open between 8:30am and 6pm Monday to Saturday, and between 11am and 4pm Sunday and Bank Holidays.

Finally, we recommend that all customers take a copy of their insurance policy with them when travelling so that the correct details are available should the need to contact arise. If a policy was purchased online, it can be saved to a phone or tablet so it’s always available. We also recommend that all customers read their policy wording so that they understand what they are covered for and what they are not covered for.