Travel Delay

A. Different claims will demand different documents and once you have notified us of your claim we will confirm exactly which documents to provide.

As an indicator it is likely that we will require the following documents:

• Proof of insurance
• Booking invoice/proof of travel dates including original date of booking and amounts paid
• Cancellation invoices
• Evidence of the cause of cancellation

Please note: If you are claiming based on medical grounds you will be required to have a Medical Certificate completed by your usual GP. This will be provided by your claims handler, but this can also be obtained by clicking here. If you do not have any of the above documents, please discuss this with your claims handler as they will be able to advise you of any alternative documents that are acceptable.

A. If your 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.

A. Rightpath are an independent company that specialise in claims management. We are not the insurer but are appointed by insurers to handle claims on their behalf.

A. The claims process differs dependent on the nature and complexity of your case. For some instances claims can be submitted online, whereas for others we will look to assess your claim over the phone. In some circumstances we will send you a claims form.

To get started, start your claim under the relevant claim type on this website today. If you are unsure please feel free to contact us using the details provided at the foot of this page.

A. Once you click on the link within the Claim section you will be directed to an online form. This will provide us with the information required to set up your claim and to assess your claim. Once you submit the form you will be sent an email confirming your claim reference.

Upon receipt of the papers your claim should be assessed within 5 working days and we will send you an email confirming the claims decision.

A. When you call, one of our customer service agents will collect details about your claim and set you up a claim. This will also allow them to make a provisional decision on your claim and on the basis of there being cover in place you will be told what documents you need to submit to us.

We would suggest you have all relevant documentation to hand when calling us. We may need to collect information contained in these documents when you notify us of your claim.

We would ask you to appreciate that in all instances our decisions are provisional until your claim has been fully finalised.

A. We want to be able to put you back in the same financial position you were in before you suffered your loss and so our preference is to go by the rate of exchange you obtained when you travelled. Therefore, please forward any confirmation of exchange rates you might have to allow us to try and base calculations on that rate.

In the absence of such documentation, we will look to establish the published rate of exchange for that date and use that instead.

A fundamental requirement for a travel insurance claim is that the loss occurred on a trip (or in relation to a trip). Confirmation of your travel arrangements is therefore a standard requirement for claims assessments.

For cancellation claims, a booking invoice is also required to confirm how much was paid for the trip and the date the trip was booked.

Also, if you have an annual multi-trip policy there are most likely to be restrictions based on what is considered a ‘trip’ and this will include the trip length. Confirmation is therefore required to confirm the date you travelled from and to your home.

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. Rightpath are an independent claims handling company that specialise in claims management. As a third party we may not have details of your insurance and so to expedite the claim assessment process we may ask you to provide us with a copy of your policy schedule.

A. Yes. You must notify us as soon as possible about your claim and your policy should stipulate the time period (usually 30 days). If it takes longer than this to notify us of your claim, you will need to explain why this has happened. If the delay does not prejudice the handling of your claim, we may still be able to assist you. Once you have notified us of your claim you can submit the papers as and when you are able (but within 6 years).

Papers should be sent to:

Rightpath Claims,
PO Box 6430,
BASILDON,
SS14 0QT,
UK

Please make sure that you clearly mark your claim reference number on the first page of your papers.

You should also ensure that you pay adequate postage costs on the envelope, particularly if you are sending a large envelope.

You should always take copies for safekeeping and ideally send them recorded/registered delivery.

A. Your claim should be looked at within 5 working days of receipt.

For emails, we count the day of receipt as anything received up to 9 a.m. that day.

A. As we aim to look at your correspondence within 5 working days, we do not acknowledge post/emails separately.

A. We will make a bank transfer to your account. Once we confirm settlement, this should appear in your bank account within 5-7 working days.

A. This will depend on the instructions provided to us by the insurers, and if the policy was taken out in the UK, for a UK resident, this is unlikely to be agreed as there are considerably higher costs in making overseas payments.

A. Currently, no policy we deal with adjusts future premiums based on claims history.

A. Your documents will be kept for a period of 6 months and will then be destroyed. If you requested your documents to be returned to you these should be received within 14 days. If you have not received your documents back after this period we ask you to get back in contact with us.

A. All calls are recorded for training and quality control.

A. Your account number and sort code are stored within two fields that are encrypted with 128-bit master keys and use the AES (Advanced Encryption Standard) algorithm. Once saved these two fields are masked and can only be viewed by select members of the Accounts Team responsible for making claim payments.

A. We are not positioned to be able to establish legal entitlement and so we will only be able to raise a cheque made payable to the ‘Executors of Estate for [DECEASED’S NAME].

A. Yes. However, there are a couple of important notes:

Size
We do not advise sending any emails greater than 2MB in size as these may not be received.
If the size of your attachments is larger than this, try breaking them down into smaller sized attachments sent across by several emails.
The size of the attachments is often determined by the resolution settings of the scanner. Black and white at 200dpi should be sufficient.

Format
For security reasons, we are only able to accept the following file extensions:

• .pdf
• .jpg

Also, we cannot accept compressed/zipped files.

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.