A. We do not deal with medical emergencies. If anyone insured on your policy needs urgent medical assistance, you must contact the emergency assistance provider. Their details will be contained in your policy wording. If you do not have this document, or cannot find their details, you should contact the company which sold you this insurance as they will know their contact details. If not, call us and we will try and obtain the correct details for you.

A. Different companies confirm that you have bought insurance in different ways. You may have received an e-mail which shows your policy number, how much you paid and who is insured. If not, this information may be included in your holiday booking invoice, or you may have received a separate document which shows who you are insured with. Without this information, we will not know which insurance policy you bought and will not be able to deal with your claim. If you are unsure, please contact the company you bought insurance from. If you don’t know who you bought your insurance from, please feel free to e-mail or call us for advice.

A. The information we need to review your claim varies for different claims. When you contact us, we can help you to understand what documentation we need. As a general rule, we will need proof of your insurance, receipts or invoices to tell us how much money you are owed and a report to explain how this incident occurred. We may also need your booking invoice, to show how long you were abroad and where you travelled to.

A. All claims should be submitted as soon as possible. Most policies state that you must notify us that you need to claim within 30 days of the incident. If you are trying to obtain all the information/ proof you need to submit your claim. Still let us know that you need to claim so we can set a claim up for you and give you any advice and help you might need. If you wait too long to tell us you need to claim, we may not be able to get all the information we need to make a decision. If this is the case, we won’t be able to help you with your claim.

A. You may not be aware that many banks include travel insurance as part of your benefits package. We only need to know who you bank with- we do not need your account number. We will then check to see whether they do provide you with travel insurance. If so, we will seek a contribution from their insurer. This will not cost you anything and it helps to prevent the cost of your travel insurance increasing next year.

A. Insurance policies can only cover certain, specific circumstances and they all contain terms and conditions, as well as exclusions. To enable us to decide whether the situation giving rise to your claim is covered, we need to understand the history of the medical problem which caused you to claim.

A. A cancellation invoice confirms that you did not travel and tells us how much money we need to pay if your claim is covered. Without it, we cannot finalise your claim. The Tour Operator, Travel Agent or transport/ accommodation provider produces these invoices and will send them to you. You will probably have to contact them to request it.

A. Most insurance policies require you to obtain a Police report within 24 hours of the incident occurring, to show how the incident occurred and the value of items lost/ stolen. It also proves that the claim arose during the period of insurance. Without it, we may not be able to settle your claim. If you reported the incident to someone else, they may be able to provide you with a report. If you did not get a report, please tell us why and we will review your claim.

A. A P.I.R. (Property Irregularity Report) is a document which the Airline issues if your bag is lost, damaged or stolen whilst in their care. Without this document, your claim may not be covered. You should report any loss or damage to the Airline as soon as it is noticed and at this point they will provide you with a P.I.R. If you did not obtain one, still notify us of the claim and tell us why you did not get this document. If we are able to help you, we will.

A. We understand that you may not have receipts for every single item you are claiming for. You might have a bank or credit card statement which shows the purchase, or perhaps an instruction manual or guarantee for valuable items. Whilst we do need receipts, each claim is looked at on case by case basis. We may still be able to pay your claim, either in full or in part, so send in whatever you can and we will see if we can do anything to help you.

A. If you’re flight/ transport is delayed, your transport provider records how long you were delayed for and what caused this delay. If they have not already given you this information, you will need to contact them and ask for a document to confirm these details. This will enable us to decide if you are covered and, if so. How much money we can pay you.