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DOWNLOAD YOUR CLAIMS FORM

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Claims Settlement Agencies Ltd (CSA) has been acquired by Gallagher Bassett.
Please note this will not have any affect on your claims and the CSA team will
still be handling the claim. 

Please complete the form below to access the required claims forms. Once you've
completed the form you will be able to download the required form. Please note a
web submission only will not be accepted, we do require a fully completed form. 

Once complete please email the Form(s) to: info@csal.co.uk along with copies of
any supporting documents.  

If you prefer to print the forms and complete by hand, you can scan the
completed forms and email to the above address or post your completed form to: 

CSA Travel Claims 
308 – 314 London Road 
Hadleigh, Benfleet 
Essex 
SS7 2DD 

Please Note: A Claim Number will be allocated upon receipt of your completed
Claim Form. 

If you require any more information or help please see our Frequently Asked
Question's below. 

Please fill in the information below to access the claims forms: 



 




FREQUENTLY ASKED QUESTIONS

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Cancellation

1. What documents are required to support my claim?

The cancellation claim form has a checklist that details what type of evidence
is required for cancellation claims but we’ve also included it here.

Proof of insurance and any medical endorsements – POLICY OR CERTIFICATE OF
TRAVEL INSURANCE / VALIDATION CERTIFICATE - your claim will be delayed if you do
not submit this. (Please note this is NOT the ATOL certificate)

Employer’s details and policy number where you are insured under a company
scheme, insurance reference number etc.

Proof of travel – This must show total cost of the trip, the names of all
passengers, the date of booking and the travel dates and come from the tour
operator or airline. If you booked independent arrangements (i.e. car hire,
travel tickets, accommodation etc.) please send the booking invoice for each
item. If you booked your trip over the internet please ALSO send copies of the
confirmation emails you received. If you booked your trip through a travel agent
please ALSO send copies of the agents booking confirmation.

Tour operator’s cancellation invoice – This must show the amount the tour
operator has charged as a cancellation fee. If you booked independent
arrangements (i.e. car hire, travel tickets, accommodation etc.) please send the
cancellation invoice for each item being claimed. If you booked your trip over
the internet please ALSO send copies of the cancellation emails you received If
you booked your trip through a travel agent please ALSO send copies of the
agent’s cancellation confirmation.

Unused tickets – Tickets and invoices relating to any unused pre booked
excursion, theme park entrance, activity, ski pass, theatre tickets etc. for
which you are claiming.

Medical / Injury / Death – The attached Medical Certificate completed by the
USUAL GP. We are sorry but we cannot accept the medical certificate completed by
anyone other than the usual GP of the person causing the cancellation. The
original death certificate (which we will return) or a certified copy If the
deceased was insured under this policy we will require a copy of the Grant of
Probate.

Redundancy – A letter from your employer confirming the date you were notified
of your redundancy and the length of your employment.

Withdrawal of leave – Your employer must provide a letter confirming that your
planned leave was authorised and subsequently withdrawn. This must also include
the date you were first notified of this and the reason why your leave has been
withdrawn.

Other Insurance – If you have submitted a claim connected to this one to another
insurance company please send copies of all correspondence.

2. When should I cancel my booking?

This should be done as soon as cancellation is anticipated or has been
recommended by a medical professional to ensure that any cancellation charges
applied to the booking are kept as low as possible. It is important to note that
if cancellation notice is unnecessarily delayed any increase in charges will
likely be excluded from the claim.

3. How do I get the confirmation of booking and cancellation invoices?

These will have been provided to you by the tour operator or airline etc. at the
time of booking and paying for the trip / holiday and then at the time of
cancelling the booking. These are important to your claim and will be required
so please contact them to obtain copies if you need to. You may not be able to
obtain a cancellation invoice, in this circumstance please provide a no show
document.

4. Will you pay the administration fee charged for the provision of the
cancellation invoice?

No as the insurance only covers pre-paid holiday costs.

5. Will you pay the cancellation costs for a non-insured person?

No. The cancellation claim can only include costs for those people insured under
our policy. Non- insured claimants must claim through their own insurance and if
necessary, refund you for any costs you paid on their behalf.

6. Who has to complete the medical certificate attached to the claim form?

This has to be completed by the usual GP of the patient. It has to be the GP as
he will have access to the patients previous full medical history details which
a consultant or specialist may not have.

7. Will you accept my GP’s own medical certificate?

Unfortunately we can only accept our medical certificate as it has been designed
to ask questions relevant to this type of insurance claim. Our medical
certificate will be attached to the downloaded cancellation claim form.

8. Who pays for the completion of the medical certificate?

Costs of this nature are your responsibility and cannot be claimed back as part
of your overall claim.

9. Will you accept a death certificate instead of a medical certificate?

We will always require a copy of the death certificate, however we would also
require a medical report to be completed by the regular GP in relation to the
medical condition that has cause the person to pass away.

10. What is a packaged holiday?

This is where the tour operator sells the travel and accommodation as a whole
instead of offering each element separately.

11. What is a pre-booked excursion?

Many policies will cover pre-booked excursion costs but only if these have been
booked and paid for prior to departure from the UK.

A pre-booked excursion is a small day trip you may have booked for whilst you
are away.

12. Will you refund the Air Passenger Duty Tax?

No. This tax is levied by airlines and only applies if you actually travel
therefore it should be refunded by the airline if you cancel the flight, please
refer to the government website for details regarding APD:
https://www.gov.uk/guidance/rates-and-allowances-for-air-passenger-duty

13. Will you pay the administration fee charged by the airline to reclaim my APD
tax?

No as the insurance only covers pre-paid holiday costs.

14. My Policy says I have to pay an excess – what is this?

An excess is the first amount of a claim that you are responsible for (it can
also be known as a deductible) and may apply to more than one section of the
policy and more than one incident as well as per person claiming on the
insurance.

15. How much is the excess?

The value of the excess will vary according to the type of insurance you have,
it is usually shown in a table of benefits on your insurance policy but can also
be found in the “what’s not covered” or “exclusions” part of the policy.

16. What is an increased excess?

In some cases where a specific medical condition exists Insurers may apply an
increased excess. This will be shown on the endorsement or medical screening
document attached to your policy wording.

17. What is an excess waiver?

You may be able to choose an option with your policy to waive your excess at an
additional premium. This means that no excess will be applied to your claim.

18. When do I pay the excess?

In most cases we deduct the excess from any payment we may make to you. If we
require you to pay the excess to ourselves we will contact you with the details
on how to do this. 




Medical Expenses

1. What documents are required to support my claim?

The medical expenses claim form has a checklist that details what type of
evidence is required for medical claims, but we’ve also included it here.

Proof of insurance and any medical endorsements – POLICY OR CERTIFICATE OF
TRAVEL INSURANCE / VALIDATION CERTIFICATE - your claim will be delayed if you do
not submit this. (Please note this is NOT the ATOL certificate).

Employer’s details and policy number where you are insured under a company
scheme, insurance reference number etc.

Proof of travel – This must show total cost of the trip, the names of all
passengers, the date of booking and the travel dates and come from the tour
operator or airline. If you booked independent arrangements (i.e. car hire,
travel tickets, accommodation etc.) please send the booking invoice for each
item. If you booked your trip over the internet, please ALSO send copies of the
confirmation emails you received. If you booked your trip through a travel
agent, please ALSO send copies of the agents booking confirmation.

Unused tickets – Tickets and invoices relating to any unused pre booked
excursion, theme park entrance, activity, ski pass, theatre tickets etc. for
which you are claiming.

Evidence to support the claim – Medical/dental receipts itemising the
treatment/prescription and associated costs. Medical/dental reports detailing
the condition and treatment provided. Written evidence from the treating doctor
of the medical requirement to either extend the stay or return home early. Proof
of admission and discharge date and time if you were treated as an in-patient.

Additional travel and accommodation costs – Hotel/accommodation invoice showing
dates, costs and names of guests. Travel tickets / invoice showing date, cost
and passenger names.

3rd party responsibility – Name, address and general information about the
person or company whom you feel was responsible for your illness or injury.
Photographic evidence should be provided if available. Police report if
applicable. Details of any solicitor or company you have appointed to handle a
personal injury claim on your behalf.

Death – Death certificate or certified cop. Grant of Probate or Letters of
Administration if the deceased is the claimant.

Other Insurance – If you have submitted a claim connected to this one to another
insurance company, please send copies of all correspondence.

2. I dealt with the emergency assistance company so why do I now have to deal
with you?

The Emergency Assistance team handle your emergency case management whilst you
are still abroad but once you return to the UK, we, as the claims management
company, take over and manage your personal claim and payment for outstanding
medical bills as well as bills and receipts you have paid yourself. We do share
information between us, but it will be necessary for you to complete our claim
form before we can review your claim.

3. What is an Emergency Assistance company?

Typically, an Emergency Assistance company is appointed by Insurers to provide a
24/7 365 service to travellers in need of medical emergency assistance. They
liaise with hospitals and doctors to ensure the most appropriate medical
management and provide relevant guarantees for the medical costs. They also take
care of extended medical stays, additional flights and accommodation and early
return repatriations.

4. When should I contact the emergency assistance company?

Most policies state under what circumstances and when you need to make contact
with the emergency assistance company but usually, they state you must make
immediate contact in the event of a serious injury, illness or hospitalisation
or where repatriation or curtailment is being considered. However, if you need
help for any reason their number is available for you to use.

5. What is a cost containment company and why has my claim been referred to
them?

A cost containment company is appointed by Insurers to liaise with hospitals,
doctors and clinics to ensure that only the most reasonable and appropriate
costs for the treatment given to you are charged. This won’t affect your medical
care or your financial standing in that country but is important in controlling
Insurers healthcare claims costs. If your claim has been referred to them, they
will be responsible for arranging the payment of any outstanding bills.

6. Will you pay for any “out of pocket” expenses?

In general insurance policies will not cover you for incidental expenses such as
taxi fares (including those of a relative to visit you in hospital) food and
drink and telephone calls.

7. Who is entitled to Hospital Benefit?

This is only paid to the person being hospitalised as an in-patient and is
usually calculated from the date and time of your admission through to the date
and time of your discharge. The amount payable is dependent upon the level of
cover purchased and will be detailed in your policy schedule.

8. Can I claim for additional travel and accommodation costs?

If you had to stay longer than planned due to medical advice and these costs
were approved by the 24-hour emergency assistance team, then these costs can
form part of your medical expense claim.

9. Why am I getting reminders for unpaid medical bills already submitted to you?

It is not always possible to settle outstanding bills immediately as we may need
to ask the hospital for more information so if you receive a reminder simply
send it over to us and we’ll let their accounts department know why it’s still
outstanding.

Don’t forget to include your claim reference number please!

10. Further unpaid bills have arrived in connection with my claim – help!

Don’t worry this happens all the time!

If you have already sent your claim form back to us, simply send this unpaid
bill onwards remembering to quote your claim reference number and providing it
is a covered expense, we will make the necessary arrangements to pay it.

If you have yet to return your claim papers, we would ask you to do this ASAP
and mark this bill as unpaid on your claim form. If it is a covered expense, we
will make the necessary arrangements to pay it.

11. How do you convert foreign currency values to £ sterling?

We use the rate of exchange that applied on the first day you were treated as
published by oanda.com. If, however you paid any bills by credit or debit card
then we are happy to use the rate of exchange applied by your bankers but
unfortunately, we will not pay any commission charges that may be applicable. If
you wish us to use this rate of exchange them, please send a copy of your bank
statement showing the £ sterling equivalent and rate of exchange applied.

12. Why do you need to know my National Insurance number?

The UK has a reciprocal healthcare agreement with all European Economic Area
(EEA) countries which means that if you need urgent or immediate medical
attention whilst visiting the country the state healthcare will be provided at a
reduced cost. This applies to UK residents and providing a National Insurance
number is one way of proving your entitlement to this. We need this number to
reclaim any costs falling under this agreement on behalf of your travel
insurers.

13. Why do you need to know about other insurance policies I may have?

Insurers have agreed to share the cost of a claim if more than one policy covers
the same incident. This helps keep insurance premiums down and, in most cases,
won’t affect any no-claims bonus you may have.

14. My Policy says I have to pay an excess – what is this?

An excess is the first amount of a claim that you are responsible for (it can
also be known as a deductible) and may apply to more than one section of the
policy and more than one incident.

15. How much is the excess?

The value of the excess will vary according to the type of insurance you have,
it is usually shown in a table of benefits on your insurance policy but can also
be found in the “what’s not covered” or “exclusions” part of the policy.

16. What is an increased excess?

In some cases where a specific medical condition exists Insurers may apply an
increased excess. This will be shown on the endorsement or medical screening
document attached to your policy wording.

17. What is an excess waiver?

Some policies offer to waive this excess for a small increase in premium and
this will be shown on your endorsement attached to your policy. Check the terms
and conditions of your policy wording to see if your policy offers this waiver.

18. When do I pay the excess?

In most cases we deduct the excess from any payment we may make to you, if we
need you to pay the excess to ourselves, we will contact you regarding this.

19. I keep getting reminders for unpaid bills from the USA, why is this?

The USA healthcare system is complicated and if you’ve been unlucky enough to be
hospitalised you may receive many bills from different service providers. This
is quite normal. Even though you may have contacted your emergency assistance
company, and they may have issued a guarantee, once your name is in the hospital
records you may get reminders. If you do receive these, you should send the bill
to the assistance company. If you didn’t contact your assistance company, you
will need to register a claim with us. Until the claim is agreed by us you will
still receive reminders and you will still be liable for its payment. On
occasions the USA medical system means that they may use a debt recovery agent
to contact you.

20. I paid a deposit at the hospital; how do I claim this back?

Some private hospitals are charging patients a deposit before any treatment is
provided and this can be anything from £1,000 to £3,000 (in local currency).
This is their right and unfortunately UK Insurers are unable to prevent it. If
during your stay the hospital receives a guarantee from your assistance company
that your claim is covered then they will normally refund you before you leave.
If the deposit is not refunded, you will need to speak to your assistance
company to find out why a guarantee was not issued and when it will be as the
hospital will not normally refund this without the guarantee. We are unable to
refund the deposit as part of your claim process.




Baggage and Personal Effects

1. What documents are required to support my claim?

The personal effects, money, passports and travel documents claim form has a
checklist that details what type of evidence is required for claims for the
theft, loss or damage to personal property, lost or stolen money or expenses
incurred to obtain a replacement passport or travel documents, but we’ve also
included it here.

Proof of insurance and any medical endorsements – POLICY OR CERTIFICATE OF
TRAVEL INSURANCE / VALIDATION CERTIFICATE - your claim will be delayed if you do
not submit this. (Please note this is NOT the ATOL certificate)

Employer’s details and policy number where you are insured under a company
scheme, insurance reference number etc.

Proof of travel – This must show total cost of the trip, the names of all
passengers, the date of booking and the travel dates and come from the tour
operator or airline. If you booked independent arrangements (i.e. car hire,
travel tickets, accommodation etc.) please send the booking invoice for each
item. If you booked your trip over the internet, please ALSO send copies of the
confirmation emails you received. If you booked your trip through a travel
agent, please ALSO send copies of the agents booking confirmation.

Evidence to support money claims – Bank or building society statements showing
cash withdrawal, currency conversion slips, Police report, reps report, hotel
report.

Evidence to support personal effects claims – Original purchase receipts or
credit card/bank statements showing purchase details, manuals and guarantee
cards for watches, cameras, photographic equipment, phones, laptops etc. Photos
or valuations of jewellery

Airline or carrier tickets, baggage check tags,

Repair estimate or confirmation that item is beyond economical repair from a
reputable dealer, (we may also ask for the item to be sent to us)

Police report, reps report, hotel report for loss or theft; Carrier report, PIR
(airline report) for airline loss or damage

Rental car agreement for theft from vehicles

Letter confirming items deemed irretrievably lost for losses whilst in the
custody of the carrier / airline.

Evidence to support passport / travel documents claims – Receipts for travel,
accommodation and incidental expenses incurred to obtain a replacement passport
or travel documents.

Police report

3rd party responsibility – Name, address and general information about the
person or company whom you feel was responsible for the loss or damage to your
property other than for claims occurring in the custody of the airline or
carrier.

Other Insurance – If you have submitted a claim connected to this one to another
insurance company, please send copies of all correspondence

2. Why do you need receipts?

Most policies state that proof of age, value and ownership of the items being
claimed must be provided and the easiest way for this is to send in the purchase
receipt. It is important to note that some policies may exclude a claim, or part
of, if there is no proof of age, value and ownership.

3. What if I don’t have purchase receipts?

Alternatives such as credit card /bank statements showing the purchase
transaction date and value, insurance valuations, photographs, instruction
manuals, guarantee documentation for watches, cameras or other electrical or
electronic goods and duplicate receipts obtained from the store can be submitted
in support of your claim but it is important to note that they are not
guaranteed to be accepted as proof of value, age and ownership.

4. Why are deductions for wear and tear or depreciation made?

Typically, your travel policy will be one of indemnity which means it will only
put you back in the situation you were in at the time of the loss. This means
that we will view each item and make reasonable adjustments to the value where
necessary based on the age of the item.

5. Can I dispose of my damaged items?

No. All damaged items must be kept as we may need to inspect them or have them
assessed by a reputable repairer. We may reject a claim where the damaged items
are no longer available so hold on to them until the claim is finalised.

6. Can I arrange to replace my damaged items?

We do not recommend you do this until we have had the opportunity to review the
claim as the item may be repairable or we may be able to obtain a replacement
through our supplier network at discounted rates.

7. What is a PIR and why is it necessary?

A Property Irregularity Report is a report issued by an airline with reference
to the loss, damage or delay of your checked-in bags. Airlines won’t begin
looking for your lost bags until this form has been completed and with some
airlines, the tracking number quoted on the form will enable you to track the
whereabouts of your missing or delayed bags via their tracking agent’s website!

The issuance of this form is an acknowledgement by the airline that the matter
has been reported and may enable your travel insurers to claim back some of
their outlay from them.

Without this PIR your claim may not be accepted.

8. What is a carriers report and why is it necessary?

A Carriers report is a report issued by a carrier (shipping company, coach
company etc.) with reference to the loss, damage or delay of your checked-in
bags. Carriers won’t begin looking for your lost bags until this form has been
completed and with some carriers, the tracking number quoted on the form will
enable you to track the whereabouts of your missing or delayed bags via their
tracking agent’s website!

The issuance of this form is an acknowledgement by the carrier that the matter
has been reported and may enable your travel insurers to claim back some of
their outlay from them.

Without the carriers report your claim may not be accepted.

9. I didn’t get a police report for my lost or stolen possessions.

Typically, your insurance policy will say that you have to notify the police
within 24 hours of the theft or loss and obtain a written police report
detailing the circumstances and the items involved. If you can’t provide this or
reported the matter to another authority, then tell us on the claim form and
attach whatever reports you do have. Your claim may not be covered but we will
review it based on what you tell us.

10. How do I prove the value of my money claim?

This can be by way of cash withdrawal slips, bank statements or currency
conversion slips. If your money wasn’t obtained by any of these methods, then
tell us why and we’ll let you know how you can prove the value and ownership.

11. Why do you want to know about other claims I have made?

It is industry practice to share details on claims trends and helps Insurers
analyse the levels and values of cover offered within their policies. anti-money
laundering policy to check and ensure that all claims are valid and accurate.

12. My Policy says I have to pay an excess – what is this?

An excess is the first amount of a claim that you are responsible for (it can
also be known as a deductible) and may apply to more than one section of the
policy and more than one incident.

13. How much is the excess?

The value of the excess will vary according to the type of insurance you have,
it is usually shown in a table of benefits on your insurance policy but can also
be found in the “what’s not covered” or “exclusions” part of the policy.

14. What is an excess waiver?

Some policies offer to waive this excess for a small increase in premium and
this will be shown on your endorsement attached to your policy. Check the terms
and conditions of your policy wording to see if your policy offers this waiver.

15. When do I pay the excess?

In most cases we deduct the excess from any payment we may make to you.




Delayed Baggage

1. What documents are required to support my claim?

The delayed baggage claim form has a checklist that details what type of
evidence is required for delayed baggage claims, but we have also included it
here.

Proof of insurance and any medical endorsements – POLICY OR CERTIFICATE OF
TRAVEL INSURANCE / VALIDATION CERTIFICATE - your claim will be delayed if you do
not submit this. (Please note this is NOT the ATOL certificate)
Employer’s details and policy number where you are insured under a company
scheme, insurance reference number etc.
Proof of travel – This must show total cost of the trip, the names of all
passengers, the date of booking and the travel dates and come from the tour
operator or airline. If you booked independent arrangements (i.e. car hire,
travel tickets, accommodation etc.) please send the booking invoice for each
item. If you booked your trip over the internet, please ALSO send copies of the
confirmation emails you received. If you booked your trip through a travel
agent, please ALSO send copies of the agents booking confirmation.

Evidence to support emergency expenses and items claimed – Receipts for
emergency purchases made whilst awaiting receipt of your baggage.

Or credit card / bank statements showing the transactions.

Airline PIR or carrier report.

Letter from airline / carrier confirming date and time baggage returned to you.

Airline / carrier tickets.

Baggage check tags.

Other Insurance – If you have submitted a claim connected to this one to another
insurance company, please send copies of all correspondence.

2. Why do you need receipts for my emergency items?

Most policies pay “up to” the policy limit for delayed baggage emergency items
and therefore the receipts will prove the amount you spent.

3. What happens if I do not have receipts?

Your claim may not be accepted for the items you cannot supply a receipt for but
tell us why and we may be able to review your claim based on these reasons.

4. Is there an excess for these claims?

No.

5. Can I claim from the airline for the expenses you will not cover?

Typically, the airlines and carriers cover the same type of costs as travel
insurers but in certain circumstances where your “covered” expenditure exceeds
the policy limit you may be able to claim the balance from the carrier. However,
you need to declare your intention to do this to us.

6. Why do you need confirmation of the time my baggage was delivered?

Most policies only cover your expenses if your baggage was delayed for a period
in excess of 12 hours.




Cutting your trip short and Curtailment

1. What documents are required to support my claim?

The curtailment claim form has a checklist that details what type of evidence is
required for curtailment claims but we’ve also included it here.

Proof of insurance and any medical endorsements – POLICY OR CERTIFICATE OF
TRAVEL INSURANCE / VALIDATION CERTIFICATE - your claim will be delayed if you do
not submit this. (Please note this is NOT the ATOL certificate)

Employer’s details and policy number where you are insured under a company
scheme, insurance reference number etc.

Proof of travel – This must show total cost of the trip, the names of all
passengers, the date of booking and the travel dates and come from the tour
operator or airline. If you booked independent arrangements (i.e. car hire,
travel tickets, accommodation etc.) please send the booking invoice for each
item. If you booked your trip over the internet, please ALSO send copies of the
confirmation emails you received. If you booked your trip through a travel
agent, please ALSO send copies of the agents booking confirmation.

Unused tickets – Tickets and invoices relating to any unused pre booked
excursion, theme park entrance, activity, ski pass, theatre tickets etc. for
which you are claiming.

Evidence to support the claim – Medical Certificate completed by the USUAL GP of
the non-travelling person whose illness or injury caused the curtailment. We are
sorry but we cannot accept the medical certificate completed by anyone other
than the usual GP of the person causing the curtailment.

Medical report issued by the overseas treating doctor advising of the need to
return early.

The original death certificate (which we will return) or a certified copy.

If the deceased was insured under this policy, we will require a copy of the
Grant of Probate

Additional travel and accommodation costs – Hotel/accommodation invoice showing
dates, costs and names of guests. Travel tickets / invoice showing date, cost
and passenger names.

3rd party responsibility – Name, address and general information about the
person or company whom you feel was responsible for your illness or injury.
Photographic evidence should be provided if available. Police report if
applicable. Details of any solicitor or company you have appointed to handle a
personal injury claim on your behalf.

Armed Forces Withdrawal of leave – Your commanding officer must provide a letter
confirming that your planned leave was authorised and subsequently withdrawn.
This must also include the date you were first notified of this and the reason
why your leave has been withdrawn.

Other Insurance – If you have submitted a claim connected to this one to another
insurance company, please send copies of all correspondence

2. I dealt with the emergency assistance company so why do I now have to deal
with you?

The Emergency Assistance team manage your emergency case management whilst you
are still abroad but once you return to the UK, we, as the claims management
company, take over and manage your personal claim and payment for outstanding
medical bills. We do share information between us, but it will be necessary for
you to complete our claim form before we can continue with your claim.

3. What is an Emergency Assistance company?

Typically, an Emergency Assistance company is appointed by Insurers to provide a
24/7 365 service to travellers in need of medical emergency assistance. They
consult with hospitals and doctors to ensure the most appropriate medical
management and provide relevant guarantees for the medical costs. They also take
care of extended medical stays, addition flights and accommodation and early
return repatriations.

4. When should I contact the emergency assistance company?

Most policies state under what circumstances and when you need to make contact
with the emergency assistance company but usually, they state you must make
immediate contact in the event of a serious injury, illness or hospitalisation
or where repatriation or curtailment is being considered. However, if you need
help for any reason their number is available for you to use.

5. We curtailed but didn’t contact the emergency assistance company for
approval.

In these circumstances we would suggest you attach a covering letter to your
claim form explaining what happened and why you didn’t contact the assistance
company for approval. We will then review your claim based on the facts
presented to us although this is no guarantee that the claim will be accepted.

6. Will you pay for any “out of pocket” expenses?

In general insurance policies will not cover you for incidental expenses such as
taxi fares (including those of a relative to visit you in hospital) food and
drink and telephone calls.

7. How are curtailment claim refunds calculated?

Usually these are calculated on a proportionate value of pre-paid costs from the
date of return to your home country so if you were on a 10-day holiday and
returned after 8 days we would consider a claim for 2 days unused prepaid
holiday costs.

8. How do you convert foreign currency values to £ sterling?

We use the rate of exchange that applied on the date you incurred the cost as
published by oanda.com. If, however you paid any part of your curtailment claim
by credit or debit card then we are happy to use the rate of exchange applied by
your bankers but unfortunately, we will not pay any commission charges that may
be applicable. If you wish us to use this rate of exchange them, please send a
copy of your bank statement showing the £ sterling equivalent and rate of
exchange applied.

9. We curtailed due to the death of a relative in the UK, do we need a medical
or death certificate?

In the first instance we would ask you to submit the death certificate or a
certified copy but dependent upon the cause and date of death and the date of
purchasing the insurance we may ask that you get further medical information
from the deceased’s GP.

10. Our original pre-paid flights were used to return home early – can we claim
them back?

Generally, the curtailment cover is for the proportionate refund of unused
travel and accommodation costs so if the flights were used you may not be
entitled to claim a refund.

 

11. Why do you need to know about other insurance policies I may have?

Insurers have agreed to share the cost of a claim if more than one policy covers
the same incident. This helps keep insurance premiums down and, in most cases,
won’t affect any no-claims bonus you may have.

12. My Policy says I have to pay an excess – what is this?

An excess is the first amount of a claim that you are responsible for (it can
also be known as a deductible) and may apply to more than one section of the
policy and more than one incident.

13. How much is the excess?

The value of the excess will vary according to the type of insurance you have,
it is usually shown in a table of benefits on your insurance policy but can also
be found in the “what’s not covered” or “exclusions” part of the policy.

14. What is an increased excess?

In some cases where a specific medical condition exists Insurers may apply an
increased excess. This will be shown on the endorsement or medical screening
document attached to your policy wording.

15. What is an excess waiver?

Some policies offer to waive this excess for an additional premium, and this
will be shown on your endorsement attached to your policy. Check the terms and
conditions of your policy wording to see if your policy offers this waiver.

16. When do I pay the excess?

In most cases we deduct the excess from any payment we may make to you.




Delayed Departure, Trip Abandonment and Missed Departure

1. What documents are required to support my claim?

The travel delay missed departure an abandonment claim form has a checklist that
details what type of evidence is required to support the claim, but we’ve also
included it here.

Proof of insurance and any medical endorsements – POLICY OR CERTIFICATE OF
TRAVEL INSURANCE / VALIDATION CERTIFICATE - your claim will be delayed if you do
not submit this. (Please note this is NOT the ATOL certificate)

Employer’s details and policy number where you are insured under a company
scheme, insurance reference number etc.

Proof of travel – This must show total cost of the trip, the names of all
passengers, the date of booking and the travel dates and come from the tour
operator or airline. If you booked independent arrangements (i.e. car hire,
travel tickets, accommodation etc.) please send the booking invoice for each
item. If you booked your trip over the internet, please ALSO send copies of the
confirmation emails you received. If you booked your trip through a travel
agent, please ALSO send copies of the agents booking confirmation.

Evidence to support travel delay claims – Written evidence from the carrier
(airline, coach company, cruise company, rail line etc.) confirming the exact
reason for the delay together with the original date and time of departure and
the eventual date and time of departure.

Evidence to support missed departure claims – Written evidence proving pre
booked public transport & itinerary.

Original unused tickets /Receipts/tickets for additional travel and
accommodation expenses.

Proof of breakdown or accident to your vehicle.

Written evidence from the carrier (airline, coach company, cruise company, rail
line etc.) confirming the exact reason for the cancellation or curtailment of
the scheduled public transport and the date & time the cancellation was
notified.

Evidence to support abandonment claims – Cancellation invoice or “No Show”
letter. Written evidence from the carrier (airline, coach company, cruise
company, rail line etc.) confirming the exact reason for the delay, the date &
time you cancelled the booking together with details of any alternative travel
arrangements offered to you.

Other Insurance – If you have submitted a claim connected to this one to another
insurance company, please send copies of all correspondence.

2. I was delayed so why won’t you pay for the loss of my holiday time?

Typically, the travel delay cover is a set benefit based on the number of hours
you were actually delayed and does not extend to cover you for the loss of
holiday time as a result of the delay. You should contact the airline or holiday
company to check if they can provide you with any payment for the loss of your
holiday.

3. Why do I have to provide proof from the carrier of the cause of delay and the
date and time of eventual departure?

Cover is only provided for specific causes of delay and the benefit is
calculated on set time periods.

4. Can I claim travel delay compensation from the airline as well?

As the travel delay cover is a benefit you are also able to claim from the
airline in the event of a delay. You will need to contact the airline directly
to submit this claim, however you can also refer to the CAA to check if you are
eligible.
https://www.caa.co.uk/passengers/resolving-travel-problems/delays-and-cancellations/delays/

5. Why do I have to check in before I can abandon my trip?

Delays can change quickly – an apparent lengthy delay can be reduced by
transferring to another carrier or departure point and as abandonment claims are
only acceptable after a set delay period it is necessary to check in unless
there has been a specific announcement requesting passengers NOT to check in to
avoid congestion at departure points.

6. Can I claim for food and drink costs incurred whilst I was delayed?

Typically, the travel delay cover is a set benefit based on the number of hours
you were actually delayed and does not extend to cover you for out-of-pocket
expenses.

7. Can I claim for the time delay in arriving at my destination?

This is dependent on the policy you have purchased and the type of cover they
provide; however, this is usually applied from your departure time and not the
arrival time. 


COMPLAINT PROCESS FOR UK BASED CUSTOMERS

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