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.

For all claims apart from Gadget claims, please obtain a form from Travel Claims Facilities via: www.policyholderclaims.co.ukor call +44 (0) 203 829 6691 and ask for a claim form (open Monday to Friday 08:00 - 20:00 and Saturdays 09:00 to 13:00 GMT).

For gadget claims please contact the claims administrators via: bastion.directgroup.co.uk Tel: 0345 0744813

 

Help with making your claim

Before making a claim you will need to request a claim form - see above.

  1. Check the relevant section of your policy documents to make sure you are covered.
  2. Check what documentation is needed.
  3. You must submit your claim within 3 months of returning home. You can make a claim when you are still away but you must fulfil all the usual claims requirements.
  4. Do remember to keep copies of your completed claim form and all supporting documentation since the originals must be submitted when making a claim.
  5. Ensure you keep any damaged items that are the subject of a claim as they may be required for salvage or assessment.

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 documents that you will need in order to deal with your claim please refer to our policy wording.

Medical Emergency Assistance

IN CASE OF A SERIOUS EMERGENCY - If you are abroad and need medical assistance, please call our 24-hour medical emergency service on: +44 (0) 203 829 6668.

We strongly suggest you put this telephone number into your mobile phone before you travel so that it is to hand if you need it. Get details of the hospital you are being taken to so that our Emergency Assistance Facilities doctor will be able to obtain a medical report at the earliest possible opportunity.

Legal Advice Assistance

For legal advice please call Slater & Gordon LLP on: +44 (0) 161 228 3851

Claiming from your Carrier

Under the 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.