Traveller’s Care

To enable us to help you to ensure that your claim runs smoothly, you must follow these simple steps that you will find invaluable in the unfortunate event that you may need to make a claim under your policy. Please note that the procedure varies according to the policy section under which you are claiming.

CANCELLATION OR CURTAILMENT

If you cancel your trip for medical reasons, obtain a claim form from the claims administrators on 08701 222022. Your own medical practitioner should complete the certificate on the reverse of the claim form. If the trip is curtailed for medical reasons obtain a medical certificate from the treating medical practitioner in the locality where the incident occurred.

• keep receipts or account for all expenses incurred.
• in the event of cancellation, immediately notify the tour operator or the travel agency where your trip was booked and obtain a cancellation invoice.
• telephone the claims number shown above as soon as you know that there is a possibility of your trip not taking place.
• obtain authorisation from either Assistance International or us before incurring any expenses in curtailing your holiday.

MEDICAL AND OTHER EXPENSES.

Please see WHAT TO DO IN A MEDICAL EMERGENCY below for cases involving more than simple out-patient treatment.

• You must keep receipts or accounts for all expenses incurred.
• You should pay the hospital/clinic/doctor for routine or simple out-patient treatment and claim back on your return to the United Kingdom. If you think the level of treatment is excessive please consult Assistance International for guidance.
• If you receive medical treatment abroad and the cost is too much for you to pay immediately, please contact the Assistance International.

PERSONAL ACCIDENT

• Obtain a medical certificate from the treating medical practitioner.
• In the event of a death we will require a Death Certificate.

DELAY

Obtain a letter from the airline, railway company or shipping line, or their handling agent, confirming the reason for the delay and detailing the scheduled and actual departure times.

PERSONAL POSSESSIONS & SPORTS EQUIPMENT

• For all loss or damage in transit claims, including delayed personal possessions report to the airline, railway or shipping line, or their handling agents and obtain a written report from them before leaving the baggage reclaim area.
• For all damage claims obtain an estimate for repairs.
• In all circumstances you must retain receipts or vouchers for items lost or damaged as these will help you to substantiate your claim.
• In the case of lost or misplaced personal possessions on the outward journey, you must produce receipts for the purchase of essential replacement items.
• You must report all theft or losses to the police within 24 hours of discovery and obtain a written police report. Also report to your courier or hotel/apartment manager whenever it is appropriate.

MONEY, PASSPORTS, TICKETS and DOCUMENTS

• You must report all theft or losses to the police within 24 hours of discovery and obtain a written police report. Also report to your courier or hotel apartment manager whenever it is appropriate.
• You must enclose confirmation from your bank or bureau de change of the issue of foreign currency. In the case of Sterling you must produce documentary evidence.
• For a lost or destroyed passport you need to supply us with a letter from the consulate where the loss was reported and retain all receipts that relate to the necessary costs in replacing the passport.

PERSONAL LIABILITY

• You must supply full details of the circumstances giving rise to the claim plus any supporting evidence.
• You must give us notice in writing immediately you or your legal representatives have knowledge of any impending prosecution, inquest or fatal injury inquiry in connection with any occurrence for which there may be liability under Section H of this policy.

LEGAL EXPENSES

You must notify us within 180 days of the event giving rise to your claim in respect of Legal Expenses.

ALL OTHER SECTIONS

You must notify us within 30 days of the event giving rise to your claim with full documentary support.

WHAT TO DO IN A MEDICAL EMERGENCY

In a medical emergency, contact Assistance International on +44 (0) 23 8064 4633 (fax +44 (0) 23 8064 4616) for help. Please read the policy for details. If you are admitted to hospital or need to curtail your trip you must contact the Assistance International for authorization before incurring any expenses or we may not pay your claim. Simple out-patient treatment should be paid locally and claimed for on your return to the United Kingdom.

IMPORTANT: Please quote the scheme name and number (Universal Provident’s Traveller’s Care – 5041174 UNV) together with your policy number. Assistance International provide immediate help in the event of your illness or injury arising outside the United Kingdom - they provide a 24 hour multi-lingual emergency service, 365 days a year and can be contacted by telephone or fax.

Should a serious medical problem arise you must contact Assistance International within 24 hours.

You are responsible in advising your attending doctor to seek prior approval for any treatment except in extreme circumstances where a request for prior approval would delay life saving treatment. Failure to contact Assistance International may limit the benefits payable, or in certain circumstances, cover will not be provided.

When you call upon the services of Assistance International it is a condition of the service that they shall solely be responsible for all decisions on the most suitable and reasonable solution to any medical problem. The service includes, where necessary:

1. multi-lingual assistance with hospitals and doctors
2. repatriation arrangements and necessary escorts by a medical attendant
3. travel arrangements for other members of your party or next-of-kin
4. on arrival in the United Kingdom, an ambulance service to hospital or home.

Please note: We are not responsible for the availability, quality or results of any medical treatment received by you whilst travelling.