Making a Claim on your Travel Insurance Policy

Before making a claim on your travel insurance policy first check your Certificate and the appropriate Section of your policy wording to make sure that what you are claiming for is covered.

How to make a claim?

Before making a claim you will need to request a claim form. There are four ways to do this.

  1. Please visit the website www.mondialtravelclaims.com. This will lead you to our online claims notification service where claim forms can be obtained immediately via email or by downloading directly from the site.
  2. Alternatively, please phone 020 8603 9958, textphone 020 8666 9562 (8am-6pm Monday to Friday and 9am-12 noon Saturday) and ask for a claim form.
  3. Or write to: Mondial Assistance travel insurance claims department, PO Box 1900, Croydon, CR90 9BA
  4. Or email travel_claims@mondial-assistance.co.uk.

It will also be useful if you read the "Making a claim" within the policy wording.

You should then complete the form and return it as soon as possible with all the information and documents requested.

For a list of documments that you will need in order to deal with your claim please refer to our policy wording.

Please remember that it is always advisable to retain copies of all documents before submitting your claim form.

If you are making a claim for policies purchased before July 14th 2010 witha prefix 09 or 10

  1. Please visit the website www.europ-assistance.co.uk. This will lead you to our online claims notification service where claim forms can be downloaded directly from the site.
  2. Alternatively, please phone 0844 3386303 and ask for a claim form.

Medical Emergency Assistance

In the unfortunate event of ill health whilst abroad, you should first check that your policy covers the circumstances. A member of our claims team at Mondial Assistance will ask you for a contact number, whether that be a telephone or fax number. It is important that you have your policy number with you and can give us as much detail as possible. You must contact our Medical Emergency team at Mondial Assistance on (+44 20 8666 9221), this is manned 24 hours a day 365 days a year.

To comply with the terms and conditions of the insurance you MUST contact us as soon as possible. You must also contact Mondial Assistance if your medical expenses are over £250.

The following number is available for deaf, hard of hearing and speech impaired customers who have access to a text telephone (+44 20 8666 9562).

Non Emergency Travel Assistance

For all non emergency travel assistance while you are abroad please call (+44 20 8666 9221).

Claiming from your Carrier

Under the new European Union (EU) travel regulations, You are entitled to claim compensation from Your Carrier if any of the following happen:

  1. Denied boarding and cancelled flights
    If You check in on time but You are denied boarding because there are not enough seats available or if Your flight is cancelled, the Carrier must offer You financial compensation.
  2. Long delays
    If Your flight is delayed for more than five hours, the airline must offer to refund Your ticket.
  3. Luggage
    If Your checked-in luggage is damaged or lost by an EU airline, You must claim compensation from the Carrier within seven days. If Your checked-in luggage is delayed, You must claim compensation from the Carrier within 21 days of its return.