Make copies of your insurance documentation and keep them separate from the originals. Ensure that you keep your emergency assistance telephone number and travel insurance policy number with you at all times, if not all of your insurance documentation.



If you are in any doubt over what to do in an emergency situation abroad contact the Emergency Assistance number provided by your insurer ? they are there to help you

Remember on most travel insurance polices there is a time limit for submitting your claim. This is usually around 28 days after your return from holiday. The sooner you submit the documents the sooner your claim will be dealt with.

Accident or become ill abroad

If you need medical treatment as an out-patient

1. Seek medical attention

2. In the event that the cost of your treatment is likely to be in excess of. ?200 you must contact the Emergency Assistance number provided by your insurance provider.

3. Pay for the treatment and retain receipts

4. On your return home contact your insurance provider for a claims form to claim back your medical costs.

5. If you are in any doubt contact the Emergency Assistance number provided by your insurer ? they are there to help you.

If you require medical treatment as an In-patient at a hospital

1. Seek Medical Attention

2. Give the hospital details of your insurance cover (some hospitals won't treat you if you cannot show that you are insured).

3. The hospital should contact your insurance provider for payment of bills.

4. On your return home contact your insurance provider for a claims form, you may be able to claim hospital benefit.

In the eventuality that a close relative is taken and you urgently need to return home.

1. Contact the Emergency Assistance Service provided by your insurer

2. The Emergency Assistance Company will have many local contacts and will be able to arrange transport home on your behalf.

3. If you arrange the transport yourself with out contacting them you may not be able to claim your costs back.

*you will need to check the definition of close relative in your policy wording.

If a you or a member of your party is ill and you need to return home.

1. You will need to obtain a medical certificate to state that it is medically necessary for you to return home.

2. Contact the Emergency Assistance Service provided by your insurer

3. The Emergency Assistance Company will have many local contacts and will be able to arrange transport home on your behalf.

4. If you arrange the transport yourself with out contacting them you may not be able to claim your costs back.

If you are the victim of a robbery e.g. Pickpocket

1. You must get a report from the local police within 24 hours

2. Always keep the receipts from withdrawals of replacement cash or replacement items. Your insurance company may require these of evidence that you needed to get replacement cash or items.

3. It can often help if you are able to provide the original receipts or cash withdrawal slip for lost items when making a claim.

4. If you have had your wallet stolen, remember to contact your bank or credit card provider to cancel all your cards.

5. On your return home contact your insurance provider for a claims form.

If your luggage is lost on outbound journey from the UK

1. Notify the airline

2. Obtain a Property Irregularity Report from the airline

3. Retain your flight tickets and baggage receipts

4. Check the terms of your travel insurance ? you may be covered for essential emergency purchases. You will need to keep the receipts for these purchases. You should also check if there is a limit on cover e.g. ?50 per day.

5. If the airline finds your bag and returns it to you - you should contact your insurance provider for a claims form on your return and submit a claim under the delayed baggage section.

6. If your bag is not found ? you should notify your insurance provider straight away on your return from holiday.

7. You will also need to obtain a letter from the airline confirming that your bag is irretrievably lost ? you may need to wait 21 days for the airline to declare your bag as lost.

8. Once this have been dealt with, your will be able to make a claim for your bags contents.

If your luggage is lost on your inbound journey to the UK

1. Notify the airline

2. Obtain a Property Irregularity Report

3. Retain your flight tickets and baggage receipts

4. Notify your insurance provider straight away on your return from holiday.

5. You will need to obtain a letter from the airline confirming that your bag is irretrievably lost ? you may need to wait 21 days for the airline to declare your bag as lost.

6. Once this have been dealt with, your will be able to make a claim for your bags contents.

If you are delayed for more than 12 hours

1. If you are delayed for more than 12 hours you may be able to claim a fixed benefit ? check your policy wording for details.

2. This is in addition to any compensation that the airline provides.

3. You will need to obtain a letter from the airline stating the scheduled departure date and time as well as the actual departure date and time, as well as the reason for the delay.

4. Contact your insurance provider for a claims form on your return from holiday.

If you are delayed for more than 24 hours on your outbound journey

1. If you are delayed for more than 24 hours you can choose to abandon the holiday and claim back the full cost ? check your policy wording for details.

2. You will need to obtain a letter from the airline stating the scheduled departure date and time as well as the actual departure date and time, as well as the reason for the delay and the time of the next available flight.

3. Ensure that you call your insurer immediately.