Register a Travel Claim
Please note, if your trip has been cancelled by your travel provider, they have an obligation to offer you a refund, or alternative such as vouchers. You should make contact with them for refunds and/or vouchers for future travel, or to reschedule your booking for a future date.
If you purchased any part of your trip using a credit card then your transaction was deemed to have been “financed” by your card issuer. In these circumstances you should contact your credit card provider to instigate a claim under the Consumer Credit Act; Section 75.
Step 1
Register a Travel claim
Please complete the fields below (Note: * denotes a mandatory field), select the Claim Forms you require and click the "Submit" button at the bottom of the page.
If you include an email address and tick the box next to each claim form you require, the forms will be emailed to you immediately.
Please check your spam/junk folders and add us (eclaims@im-rescue.com) to your contact list.
All dates should be entered in the "dd/mm/yyyy" format. You can enter the date manually, select from the drop-down calendar or use a combination of these methods.
Step 2
Claim Form Selection
Place a checkmark next to the Claim Forms you need and, if you have entered a valid email address above, we will email the Claim Forms to you for completion.
The claim forms below are for policies issued BEFORE 1st April 2020
You will need this form for any Coronavirus related claims.
Yes, but due to data protection rules we need you to provide us with your written agreement to this. If it’s an insured person you can simply sign the declaration on the personal details page as authority but for any non-insured person we would ask you to provide written authorisation giving their full name and address.
The data protection rules mean that we can only share information with the claimant and not an alternative insured person unless the claimant has given us permission to do so. Our claim form gives provision for you to authorise this by appointing an insured person as your Designated Claimant.
The purpose of travel insurance is designed specifically to cover a trip or holiday and so proof that a trip or holiday was booked is necessary to validate the cover.
Many companies offer employee travel insurance as part of their lifestyle employment package and this could contribute to any outlay we may make.
Wherever possible we will email you rather than use post or telephone so please keep an eye on your email account – including your junk or spam folder as your computer setup may force our email into one of those folders.
This stands for International Bank Account Number and identifies the country, financial institution and the individual bank account required for international transactions.
This stands for Society for Worldwide Interbank Financial Telecommunications and is an electronic messaging system between banks that carries payment instructions.
You will need this form if you had to cancel your trip before your departure.
The following covers a variety of questions you may have if you need to make a cancellation claim as a result of cancelling your holiday / trip before your departure date.
Yes, but due to data protection rules we need you to provide us with your written agreement to this. If it’s an insured person you can simply sign the declaration on the personal details page as authority but for any non-insured person we would ask you to provide written authorisation giving their full name and address.
The data protection rules mean that we can only share information with the claimant and not an alternative insured person unless the claimant has given us permission to do so. Our claim form gives provision for you to authorise this by appointing an insured person as your Designated Claimant.
The purpose of travel insurance is designed specifically to cover a trip or holiday and so proof that a trip or holiday was booked is necessary to validate the cover.
Many companies offer employee travel insurance as part of their lifestyle employment package and this could contribute to any outlay we may make.
Wherever possible we will email you rather than use post or telephone so please keep an eye on your email account – including your junk or spam folder as your computer setup may force our email into one of those folders.
This stands for International Bank Account Number and identifies the country, financial institution and the individual bank account required for international transactions.
This stands for Society for Worldwide Interbank Financial Telecommunications and is an electronic messaging system between banks that carries payment instructions.
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
This should be done as soon as cancellation is anticipated 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.
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.
No as the insurance only covers pre-paid holiday costs.
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.
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 medical history details which a consultant or specialist may not have.
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.
Costs of this nature are your responsibility and cannot be claimed back as part of your overall claim.
As a general rule if the claim relates to an insured person our medical certificate must be completed as this will provide previous medical history details.
However, for cancellation as a result of the death of a non-insured person we suggest you send the death certificate first and we will advise you if further information is required.
This is where the tour operator sells the travel and accommodation as a whole instead of offering each element separately.
Many policies will cover pre-booked excursion costs but only if these have been booked and paid for prior to departure from the UK.
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.
No as the insurance only covers pre-paid holiday costs.
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.
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.
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.
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.
In most cases we deduct the excess from any payment we may make to you.
You will need this form if you had to seek medical treatment, had to stay longer than planned due to medical reasons or need to claim hospital benefit as a result of an in-patient hospital stay.
The following covers a variety of questions you may have if you need to make a medical expenses claim and includes claims for dental treatment and hospital benefit.
Yes, but due to data protection rules we need you to provide us with your written agreement to this. If it’s an insured person you can simply sign the declaration on the personal details page as authority but for any non-insured person we would ask you to provide written authorisation giving their full name and address.
The data protection rules mean that we can only share information with the claimant and not an alternative insured person unless the claimant has given us permission to do so. Our claim form gives provision for you to authorise this by appointing an insured person as your Designated Claimant.
The purpose of travel insurance is designed specifically to cover a trip or holiday and so proof that a trip or holiday was booked is necessary to validate the cover.
Many companies offer employee travel insurance as part of their lifestyle employment package and this could contribute to any outlay we may make.
Wherever possible we will email you rather than use post or telephone so please keep an eye on your email account – including your junk or spam folder as your computer setup may force our email into one of those folders.
This stands for International Bank Account Number and identifies the country, financial institution and the individual bank account required for international transactions.
This stands for Society for Worldwide Interbank Financial Telecommunications and is an electronic messaging system between banks that carries payment instructions.
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
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. 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.
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.
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.
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.
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.
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.
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.
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!
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.
We use the rate of exchange that applied on the first day you were treated as published by XE.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.
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.
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.
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.
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.
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.
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.
In most cases we deduct the excess from any payment we may make to you.
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.
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.
You will need this form if you need to claim for the loss, theft or damage to personal effects,have lost or had money stolen or had to replace your passport or travel documents.
The following covers a variety of questions you may have if you need to make a claim for the theft, loss or damage to personal effects, have lost or had money stolen or had to replace your passport or travel documents whilst abroad.
Yes, but due to data protection rules we need you to provide us with your written agreement to this. If it’s an insured person you can simply sign the declaration on the personal details page as authority but for any non-insured person we would ask you to provide written authorisation giving their full name and address.
The data protection rules mean that we can only share information with the claimant and not an alternative insured person unless the claimant has given us permission to do so. Our claim form gives provision for you to authorise this by appointing an insured person as your Designated Claimant.
The purpose of travel insurance is designed specifically to cover a trip or holiday and so proof that a trip or holiday was booked is necessary to validate the cover.
Many companies offer employee travel insurance as part of their lifestyle employment package and this could contribute to any outlay we may make.
Wherever possible we will email you rather than use post or telephone so please keep an eye on your email account – including your junk or spam folder as your computer setup may force our email into one of those folders.
This stands for International Bank Account Number and identifies the country, financial institution and the individual bank account required for international transactions.
This stands for Society for Worldwide Interbank Financial Telecommunications and is an electronic messaging system between banks that carries payment instructions.
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
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.
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.
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.
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.
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.
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.
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.
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.
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.
It is industry practice to share details on claims trends and helps Insurers analyse the levels and values of cover offered within their policies.
As active members of the Insurance Fraud Investigators Group it is also part of our anti-fraud and anti-money laundering policy to check and ensure that all claims are valid and accurate.
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.
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.
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.
In most cases we deduct the excess from any payment we may make to you.
You will need this form if your baggage was delayed on your outward journey.
The following gives a brief overview of the questions you may have if your baggage was delayed on arrival at your holiday / trip destination and you had to purchase emergency essential items.
The delayed baggage claim form has a checklist that details what type of evidence is required for delayed baggage 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
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
Most policies pay “up to” the policy limit for delayed baggage emergency items and therefore the receipts will prove the amount you actually spent.
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.
No.
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.
Most policies only cover your expenses if your baggage was delayed for a period in excess of 12 hours.
You will need this form if you had to cut short your trip once it had begun.
The following covers a variety of questions you may have if you need to make a curtailment claim as you returned home from your trip or holiday earlier than planned.
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
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. 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.
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, addition flights and accommodation and early return repatriations.
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.
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.
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.
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.
We use the rate of exchange that applied on the date you incurred the cost as published by XE.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.
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.
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.
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.
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.
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.
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.
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.
In most cases we deduct the excess from any payment we may make to you.
You will need this form if your departure is delayed, you abandoned your trip due to delay or you missed your departure.
The following covers a variety of questions you may have if you need to make a travel delay, missed departure or abandonment 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
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.
Cover is only provided for specific causes of delay and the benefit is calculated on set time periods.
As the travel delay cover is a benefit you are entitled to claim from other sources as well. You may wish to explore this option by contacting your airline or following this link for more advice.
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.
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.
No. Cover is calculated up to your eventual departure time. The actual travelling time would have been experienced by you whether you were delayed or not.
You will need this form to claim benefits payable in the event of serious accidental bodily injury resulting in death or permanent disablement.
The following answers some general questions about personal accident claims. These claims are diverse and the documents and information required will vary from claim to claim. If in doubt please email us for further assistance eclaims@im-rescue.com
The personal accident claim form has a checklist that details what type of evidence is required for personal 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.
Tour operator’s booking invoice if the PA claim falls under a travel insurance policy – This must show total cost of the trip, the names of all passengers, the date of booking and the travel dates. If you booked independent arrangements (i.e. car hire, travel tickets, accommodation etc.) please send the booking invoice for each item being claimed. 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
Death certificate for death claims, medical certificate for all other claims
In principle yes, as you can insure your life more than once.
We will pay the person(s) nominated on the Grant of Probate.
We will ask the next of kin to sign a Form of Indemnity. We will let you know if this is required and will forward the form at that time.
This will depend on the circumstances of the death and what other evidence exists.
Yes, provided we are satisfied as to the validity of this document.
This would only be undertaken in very rare circumstances and if there is doubt about the cause of death.
In most cases we will try to deal with the claim based upon written reports from the patient’s GP, consultant or specialist, but in some instances we may wish for an examination to take place, we will tell you if this is required.
If we ask for an examination, we will pay the consultants fee.
As a rule No, these costs will have to borne by the claimant but we will arrange to have this done as close as possible to your home.
In certain circumstances this may be possible, but you should tell us about this as soon as possible.
You will need this form if a claim has been made against you in respect of injury, damage or loss.
The following answers some general questions about personal accident claims. These claims are diverse and the documents and information required will vary from claim to claim. If in doubt please email us for further assistance eclaims@im-rescue.com
The Personal Liability claim form has a checklist that details what type of evidence is required for Personal Liability 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
Evidence to support the claim – Letter of claim made against you, photographs evidencing the incident, copies of all documents relevant to the claim, full details of any solicitor or agent acting on behalf of the 3rd party.
Other Insurance – If you have submitted a claim connected to this one to another insurance company please send copies of all correspondence
This section of your policy provides you with cover if you cause someone else an injury or damage someone else’s property.
You must not reply to any claim you receive in this context but forward the unanswered correspondence to us immediately and we will take the necessary next steps.
If we accept that you were legally liable, we will contact the other party and negotiate a settlement, so you will have no further involvement although we will advise you of the outcome. In some cases we will involve a solicitor who may contact you for further information but we will tell you if and when that happens.
We will explain why we cannot accept your claim. In some circumstances you may find that you have other insurance cover in place through your home contents policy which may be able to assist you.
No. Travel insurance policies exclude liability claims that arise through your use of a motorised vehicle.
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.
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.
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.
If you have a question not answered by the general FAQ’s that you would like answered please call our customer services team on 02380 177468
The following answers some general questions about personal accident claims. These claims are diverse and the documents and information required will vary from claim to claim. If in doubt please email us for further assistance eclaims@im-rescue.com
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
Documentation – Please submit any documentation, photographs etc. which you have that may assist us in handling your claim.
Other Insurance – If you have submitted a claim connected to this one to another insurance company please send copies of all correspondence
The claim forms below are for policies issued from 1st April 2020 ONWARDS
You will need this form for any Coronavirus related claims.
Yes, but due to data protection rules we need you to provide us with your written agreement to this. If it’s an insured person you can simply sign the declaration on the personal details page as authority but for any non-insured person we would ask you to provide written authorisation giving their full name and address.
The data protection rules mean that we can only share information with the claimant and not an alternative insured person unless the claimant has given us permission to do so. Our claim form gives provision for you to authorise this by appointing an insured person as your Designated Claimant.
The purpose of travel insurance is designed specifically to cover a trip or holiday and so proof that a trip or holiday was booked is necessary to validate the cover.
Many companies offer employee travel insurance as part of their lifestyle employment package and this could contribute to any outlay we may make.
Wherever possible we will email you rather than use post or telephone so please keep an eye on your email account – including your junk or spam folder as your computer setup may force our email into one of those folders.
This stands for International Bank Account Number and identifies the country, financial institution and the individual bank account required for international transactions.
This stands for Society for Worldwide Interbank Financial Telecommunications and is an electronic messaging system between banks that carries payment instructions.
You will need this form if you had to cancel your trip before your departure.
The following covers a variety of questions you may have if you need to make a cancellation claim as a result of cancelling your holiday / trip before your departure date.
Yes, but due to data protection rules we need you to provide us with your written agreement to this. If it’s an insured person you can simply sign the declaration on the personal details page as authority but for any non-insured person we would ask you to provide written authorisation giving their full name and address.
The data protection rules mean that we can only share information with the claimant and not an alternative insured person unless the claimant has given us permission to do so. Our claim form gives provision for you to authorise this by appointing an insured person as your Designated Claimant.
The purpose of travel insurance is designed specifically to cover a trip or holiday and so proof that a trip or holiday was booked is necessary to validate the cover.
Many companies offer employee travel insurance as part of their lifestyle employment package and this could contribute to any outlay we may make.
Wherever possible we will email you rather than use post or telephone so please keep an eye on your email account – including your junk or spam folder as your computer setup may force our email into one of those folders.
This stands for International Bank Account Number and identifies the country, financial institution and the individual bank account required for international transactions.
This stands for Society for Worldwide Interbank Financial Telecommunications and is an electronic messaging system between banks that carries payment instructions.
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
This should be done as soon as cancellation is anticipated 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.
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.
No as the insurance only covers pre-paid holiday costs.
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.
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 medical history details which a consultant or specialist may not have.
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.
Costs of this nature are your responsibility and cannot be claimed back as part of your overall claim.
As a general rule if the claim relates to an insured person our medical certificate must be completed as this will provide previous medical history details.
However, for cancellation as a result of the death of a non-insured person we suggest you send the death certificate first and we will advise you if further information is required.
This is where the tour operator sells the travel and accommodation as a whole instead of offering each element separately.
Many policies will cover pre-booked excursion costs but only if these have been booked and paid for prior to departure from the UK.
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.
No as the insurance only covers pre-paid holiday costs.
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.
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.
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.
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.
In most cases we deduct the excess from any payment we may make to you.
You will need this form if you had to seek medical treatment, had to stay longer than planned due to medical reasons or need to claim hospital benefit as a result of an in-patient hospital stay.
The following covers a variety of questions you may have if you need to make a medical expenses claim and includes claims for dental treatment and hospital benefit.
Yes, but due to data protection rules we need you to provide us with your written agreement to this. If it’s an insured person you can simply sign the declaration on the personal details page as authority but for any non-insured person we would ask you to provide written authorisation giving their full name and address.
The data protection rules mean that we can only share information with the claimant and not an alternative insured person unless the claimant has given us permission to do so. Our claim form gives provision for you to authorise this by appointing an insured person as your Designated Claimant.
The purpose of travel insurance is designed specifically to cover a trip or holiday and so proof that a trip or holiday was booked is necessary to validate the cover.
Many companies offer employee travel insurance as part of their lifestyle employment package and this could contribute to any outlay we may make.
Wherever possible we will email you rather than use post or telephone so please keep an eye on your email account – including your junk or spam folder as your computer setup may force our email into one of those folders.
This stands for International Bank Account Number and identifies the country, financial institution and the individual bank account required for international transactions.
This stands for Society for Worldwide Interbank Financial Telecommunications and is an electronic messaging system between banks that carries payment instructions.
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
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. 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.
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.
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.
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.
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.
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.
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.
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!
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.
We use the rate of exchange that applied on the first day you were treated as published by XE.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.
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.
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.
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.
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.
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.
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.
In most cases we deduct the excess from any payment we may make to you.
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.
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.
You will need this form if you need to claim for the loss, theft or damage to personal effects,have lost or had money stolen or had to replace your passport or travel documents.
The following covers a variety of questions you may have if you need to make a claim for the theft, loss or damage to personal effects, have lost or had money stolen or had to replace your passport or travel documents whilst abroad.
Yes, but due to data protection rules we need you to provide us with your written agreement to this. If it’s an insured person you can simply sign the declaration on the personal details page as authority but for any non-insured person we would ask you to provide written authorisation giving their full name and address.
The data protection rules mean that we can only share information with the claimant and not an alternative insured person unless the claimant has given us permission to do so. Our claim form gives provision for you to authorise this by appointing an insured person as your Designated Claimant.
The purpose of travel insurance is designed specifically to cover a trip or holiday and so proof that a trip or holiday was booked is necessary to validate the cover.
Many companies offer employee travel insurance as part of their lifestyle employment package and this could contribute to any outlay we may make.
Wherever possible we will email you rather than use post or telephone so please keep an eye on your email account – including your junk or spam folder as your computer setup may force our email into one of those folders.
This stands for International Bank Account Number and identifies the country, financial institution and the individual bank account required for international transactions.
This stands for Society for Worldwide Interbank Financial Telecommunications and is an electronic messaging system between banks that carries payment instructions.
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
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.
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.
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.
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.
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.
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.
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.
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.
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.
It is industry practice to share details on claims trends and helps Insurers analyse the levels and values of cover offered within their policies.
As active members of the Insurance Fraud Investigators Group it is also part of our anti-fraud and anti-money laundering policy to check and ensure that all claims are valid and accurate.
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.
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.
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.
In most cases we deduct the excess from any payment we may make to you.
You will need this form if your baggage was delayed on your outward journey.
The following gives a brief overview of the questions you may have if your baggage was delayed on arrival at your holiday / trip destination and you had to purchase emergency essential items.
The delayed baggage claim form has a checklist that details what type of evidence is required for delayed baggage 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
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
Most policies pay “up to” the policy limit for delayed baggage emergency items and therefore the receipts will prove the amount you actually spent.
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.
No.
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.
Most policies only cover your expenses if your baggage was delayed for a period in excess of 12 hours.
You will need this form if you had to cut short your trip once it had begun.
The following covers a variety of questions you may have if you need to make a curtailment claim as you returned home from your trip or holiday earlier than planned.
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
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. 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.
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, addition flights and accommodation and early return repatriations.
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.
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.
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.
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.
We use the rate of exchange that applied on the date you incurred the cost as published by XE.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.
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.
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.
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.
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.
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.
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.
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.
In most cases we deduct the excess from any payment we may make to you.
You will need this form if your departure is delayed, you abandoned your trip due to delay or you missed your departure.
The following covers a variety of questions you may have if you need to make a travel delay, missed departure or abandonment 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
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.
Cover is only provided for specific causes of delay and the benefit is calculated on set time periods.
As the travel delay cover is a benefit you are entitled to claim from other sources as well. You may wish to explore this option by contacting your airline or following this link for more advice.
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.
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.
No. Cover is calculated up to your eventual departure time. The actual travelling time would have been experienced by you whether you were delayed or not.
You will need this form to claim benefits payable in the event of serious accidental bodily injury resulting in death or permanent disablement.
The following answers some general questions about personal accident claims. These claims are diverse and the documents and information required will vary from claim to claim. If in doubt please email us for further assistance eclaims@im-rescue.com
The personal accident claim form has a checklist that details what type of evidence is required for personal 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.
Tour operator’s booking invoice if the PA claim falls under a travel insurance policy – This must show total cost of the trip, the names of all passengers, the date of booking and the travel dates. If you booked independent arrangements (i.e. car hire, travel tickets, accommodation etc.) please send the booking invoice for each item being claimed. 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
Death certificate for death claims, medical certificate for all other claims
In principle yes, as you can insure your life more than once.
We will pay the person(s) nominated on the Grant of Probate.
We will ask the next of kin to sign a Form of Indemnity. We will let you know if this is required and will forward the form at that time.
This will depend on the circumstances of the death and what other evidence exists.
Yes, provided we are satisfied as to the validity of this document.
This would only be undertaken in very rare circumstances and if there is doubt about the cause of death.
In most cases we will try to deal with the claim based upon written reports from the patient’s GP, consultant or specialist, but in some instances we may wish for an examination to take place, we will tell you if this is required.
If we ask for an examination, we will pay the consultants fee.
As a rule No, these costs will have to borne by the claimant but we will arrange to have this done as close as possible to your home.
In certain circumstances this may be possible, but you should tell us about this as soon as possible.
You will need this form if a claim has been made against you in respect of injury, damage or loss.
The following answers some general questions about personal accident claims. These claims are diverse and the documents and information required will vary from claim to claim. If in doubt please email us for further assistance eclaims@im-rescue.com
The Personal Liability claim form has a checklist that details what type of evidence is required for Personal Liability 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
Evidence to support the claim – Letter of claim made against you, photographs evidencing the incident, copies of all documents relevant to the claim, full details of any solicitor or agent acting on behalf of the 3rd party.
Other Insurance – If you have submitted a claim connected to this one to another insurance company please send copies of all correspondence
This section of your policy provides you with cover if you cause someone else an injury or damage someone else’s property.
You must not reply to any claim you receive in this context but forward the unanswered correspondence to us immediately and we will take the necessary next steps.
If we accept that you were legally liable, we will contact the other party and negotiate a settlement, so you will have no further involvement although we will advise you of the outcome. In some cases we will involve a solicitor who may contact you for further information but we will tell you if and when that happens.
We will explain why we cannot accept your claim. In some circumstances you may find that you have other insurance cover in place through your home contents policy which may be able to assist you.
No. Travel insurance policies exclude liability claims that arise through your use of a motorised vehicle.
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.
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.
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.
If you have a question not answered by the general FAQ’s that you would like answered please call our customer services team on 02380 177468
The following answers some general questions about personal accident claims. These claims are diverse and the documents and information required will vary from claim to claim. If in doubt please email us for further assistance eclaims@im-rescue.com
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
Documentation – Please submit any documentation, photographs etc. which you have that may assist us in handling your claim.
Other Insurance – If you have submitted a claim connected to this one to another insurance company please send copies of all correspondence
Please refer to the claim form which lists the document we generally need, but this is not an exhaustive list and we may need to ask for additional evidence.
If your claim is agreed, we need to see the exact sterling amount that has been debited to be fair to you.
This is required to ensure that you are legally allowed to drive a vehicle and that this matches the name on the insurance policy and car rental agreement.
When you collected and returned the car you would have signed an “inspection report” which states any existing or new damage, if you have signed the returned report agreeing that new damage took place then you have accepted this. If you did not agree nor sign this report you should contact the rental company to explain this.
If there is no evidence that any damage took place whilst the vehicle was under your control, we would not be able to settle your claim.
If more than one policy exists, there are established procedures for the claim to be shared between the companies concerned.
All data we hold is held and secured in accordance with the data protection act.
As we act on behalf of the insurance company named on your policy, we provide them and associated companies with certain details for underwriting purposes.
We also share claims information for the prevention of fraud and all claims are checked against the HM government Financial Sanctions and terrorist funding database.
Step 3
Submit Claim Registration
Fraud
Unfortunately some people attempt to make claims that are either exaggerated or completely fraudulent.
We have robust systems and procedures in place to prevent those claims being paid and report any such claims to the authorities, as well as sharing information with partners and colleagues across the insurance industry.