https://www.csal.co.uk/
Last Checked: Mar 27, 2024, 11:03 EDT
| IP Address: | 45.60.74.36 |
| ASN #: | AS19551 INCAPSULA, US |
| Location: | Unknown, Unknown, Unknown |
| URL Reputation: |
|
Other submissions on 45.60.74.36:
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http://carat.repair-tracker.com/
-
https://www.edevitt.co.uk/ceds-webapp/devitt/mc/reninv/download.do?token=2881ffe2-aaa7-4990-ada8-2e53f457b683
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http://www.edevitt.co.uk/
Other submissions on csal.co.uk:
No other submissions on this domain.
Previous checks:
No previous checks.
Domain name:
csal.co.uk
Data validation:
Nominet was not able to match the registrant's name and/or address against a 3rd party source on 15-Jun-2023
Registrar:
CSC Corporate Domains, Inc [Tag = CSC-CORP-DOMAINS]
URL: https://www.cscdbs.com
Relevant dates:
Registered on: 23-Jan-2004
Expiry date: 23-Jan-2025
Last updated: 19-Jan-2024
Registration status:
Registered until expiry date.
Name servers:
a1-74.akam.net
a14-67.akam.net
a24-64.akam.net
a26-64.akam.net
a3-64.akam.net
a5-64.akam.net
WHOIS lookup made at 15:03:00 27-Mar-2024
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GET200 OK
https://www.google.com/ads/ga-audiences?t=sr&aip=1&_r=4&slf_rd=1&v=1&_v=j101&tid=UA-60273967-9&cid=1125136283.1711551778&jid=1887709515&_u=IEBAAEAAAAAAACAAI~&z=1043747031
- https://www.csal.co.uk/ https://gallagherbassett.co.uk/claims-handling/travelah/
- https://gallagherbassett.co.uk/claims-handling/travelah/ https://www.gallagherbassett.co.uk/claims-handling/travelah/
- https://www.gallagherbassett.co.uk/claims-handling/travelah/ https://www.gallagherbassett.co.uk/friendly-url-redirects/gallagher-bassett-travel-and-ah/
- https://www.gallagherbassett.co.uk/friendly-url-redirects/gallagher-bassett-travel-and-ah/ https://links.gallagherbassett.co.uk/claims-handling/travelah
- https://www.google.com/pagead/landing?gcs=G111&gcu=1&gcd=13r3r3r3r5&rnd=1312393940.1711551778&url=https%3A%2F%2Flinks.gallagherbassett.co.uk%2Fclaims-handling%2Ftravelah&dma=0&npa=0>m=45He43p0n815QMPWPTza200&auid=12903422.1711551778 https://googleads.g.doubleclick.net/pagead/landing?gcs=G111&gcu=1&gcd=13r3r3r3r5&rnd=1312393940.1711551778&url=https%3A%2F%2Flinks.gallagherbassett.co.uk%2Fclaims-handling%2Ftravelah&dma=0&npa=0>m=45He43p0n815QMPWPTza200&auid=12903422.1711551778
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<p>Claims Settlement Agencies Ltd (CSA) has been acquired by Gallagher Bassett. Please note this will not have any affect on your claims and the CSA team will still be handling the claim. </p>
<p><span data-contrast="auto">Please complete the form below to access the required claims forms. Once you've completed the form you will be able to download the required form. Please note a web submission only will not be accepted, we do require a fully completed form. </span></p>
<p><span data-contrast="auto">Once complete p</span><span data-contrast="auto">lease email the Form(s) to: </span><a href="mailto:info@csal.co.uk"><span data-contrast="none">info@csal.co.uk</span></a><span data-contrast="auto"> along with copies of any supporting documents. </span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></p>
<p><strong>If you prefer to print the forms and complete by hand, you can scan the completed forms and email to the above address or post your completed form to: </strong></p>
<p><strong>CSA Travel Claims <br></strong><span data-contrast="auto">308 – 314 London Road</span><span> <br></span><span data-contrast="auto">Hadleigh, Benfleet</span><span> <br></span><span data-contrast="auto">Essex</span><span> <br></span><span data-contrast="auto">SS7 2DD</span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></p>
<p><strong><span data-contrast="auto">Please Note:</span></strong><span data-contrast="auto"> A Claim Number will be allocated upon receipt of your completed Claim Form.</span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></p>
<p><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}">If you require any more information or help please see our Frequently Asked Question's below. </span></p>
<p style="font-weight: bold;">Please fill in the information below to access the claims forms: </p>
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<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>1. What documents are required to support my claim?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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)</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">Employer’s details and policy number where you are insured under a company scheme, insurance reference number etc.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">Redundancy – A letter from your employer confirming the date you were notified of your redundancy and the length of your employment.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">Other Insurance – If you have submitted a claim connected to this one to another insurance company please send copies of all correspondence.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>2. When should I cancel my booking?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">This should be done as soon as cancellation is anticipated or has been recommended by a medical professional 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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>3. How do I get the confirmation of booking and cancellation invoices?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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. You may not be able to obtain a cancellation invoice, in this circumstance please provide a no show document.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>4. Will you pay the administration fee charged for the provision of the cancellation invoice?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">No as the insurance only covers pre-paid holiday costs.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>5. Will you pay the cancellation costs for a non-insured person?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>6. Who has to complete the medical certificate attached to the claim form?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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 full medical history details which a consultant or specialist may not have.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>7. Will you accept my GP’s own medical certificate?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>8. Who pays for the completion of the medical certificate?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">Costs of this nature are your responsibility and cannot be claimed back as part of your overall claim.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>9. Will you accept a death certificate instead of a medical certificate?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">We will always require a copy of the death certificate, however we would also require a medical report to be completed by the regular GP in relation to the medical condition that has cause the person to pass away.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>10. What is a packaged holiday?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">This is where the tour operator sells the travel and accommodation as a whole instead of offering each element separately.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>11. What is a pre-booked excursion?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">Many policies will cover pre-booked excursion costs but only if these have been booked and paid for prior to departure from the UK.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">A pre-booked excursion is a small day trip you may have booked for whilst you are away.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>12. Will you refund the Air Passenger Duty Tax?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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, please refer to the government website for details regarding APD: <a aria-label="Link https://www.gov.uk/guidance/rates-and-allowances-for-air-passenger-duty" title="https://www.gov.uk/guidance/rates-and-allowances-for-air-passenger-duty" href="https://www.gov.uk/guidance/rates-and-allowances-for-air-passenger-duty" rel="noreferrer noopener" target="_blank">https://www.gov.uk/guidance/rates-and-allowances-for-air-passenger-duty</a></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>13. Will you pay the administration fee charged by the airline to reclaim my APD tax?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">No as the insurance only covers pre-paid holiday costs.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>14. My Policy says I have to pay an excess – what is this?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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 as well as per person claiming on the insurance.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>15. How much is the excess?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>16. What is an increased excess?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>17. What is an excess waiver?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">You may be able to choose an option with your policy to waive your excess at an additional premium. This means that no excess will be applied to your claim.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>18. When do I pay the excess?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">In most cases we deduct the excess from any payment we may make to you. If we require you to pay the excess to ourselves we will contact you with the details on how to do this. </span></p>
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<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>1. What documents are required to support my claim?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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).</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">Employer’s details and policy number where you are insured under a company scheme, insurance reference number etc.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">Additional travel and accommodation costs – Hotel/accommodation invoice showing dates, costs and names of guests. Travel tickets / invoice showing date, cost and passenger names.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">Death – Death certificate or certified cop. Grant of Probate or Letters of Administration if the deceased is the claimant.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">Other Insurance – If you have submitted a claim connected to this one to another insurance company, please send copies of all correspondence.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>2. I dealt with the emergency assistance company so why do I now have to deal with you?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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 as well as bills and receipts you have paid yourself. We do share information between us, but it will be necessary for you to complete our claim form before we can review your claim.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>3. What is an Emergency Assistance company?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>4. When should I contact the emergency assistance company?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>5. What is a cost containment company and why has my claim been referred to them?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>6. Will you pay for any “out of pocket” expenses?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>7. Who is entitled to Hospital Benefit?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>8. Can I claim for additional travel and accommodation costs?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>9. Why am I getting reminders for unpaid medical bills already submitted to you?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">Don’t forget to include your claim reference number please!</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>10. Further unpaid bills have arrived in connection with my claim – help!</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">Don’t worry this happens all the time!</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>11. How do you convert foreign currency values to £ sterling?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">We use the rate of exchange that applied on the first day you were treated as published by oanda.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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>12. Why do you need to know my National Insurance number?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>13. Why do you need to know about other insurance policies I may have?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>14. My Policy says I have to pay an excess – what is this?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>15. How much is the excess?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>16. What is an increased excess?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>17. What is an excess waiver?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>18. When do I pay the excess?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">In most cases we deduct the excess from any payment we may make to you, if we need you to pay the excess to ourselves, we will contact you regarding this.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>19. I keep getting reminders for unpaid bills from the USA, why is this?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>20. I paid a deposit at the hospital; how do I claim this back?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
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Baggage and Personal Effects
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<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>1. What documents are required to support my claim?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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)</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">Employer’s details and policy number where you are insured under a company scheme, insurance reference number etc.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">Evidence to support money claims – Bank or building society statements showing cash withdrawal, currency conversion slips, Police report, reps report, hotel report.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">Airline or carrier tickets, baggage check tags,</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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)</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">Police report, reps report, hotel report for loss or theft; Carrier report, PIR (airline report) for airline loss or damage</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">Rental car agreement for theft from vehicles</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">Letter confirming items deemed irretrievably lost for losses whilst in the custody of the carrier / airline.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">Evidence to support passport / travel documents claims – Receipts for travel, accommodation and incidental expenses incurred to obtain a replacement passport or travel documents.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">Police report</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">Other Insurance – If you have submitted a claim connected to this one to another insurance company, please send copies of all correspondence</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>2. Why do you need receipts?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>3. What if I don’t have purchase receipts?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>4. Why are deductions for wear and tear or depreciation made?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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 based on the age of the item.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>5. Can I dispose of my damaged items?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>6. Can I arrange to replace my damaged items?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>7. What is a PIR and why is it necessary?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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!</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">Without this PIR your claim may not be accepted.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>8. What is a carriers report and why is it necessary?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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!</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">Without the carriers report your claim may not be accepted.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>9. I didn’t get a police report for my lost or stolen possessions.</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>10. How do I prove the value of my money claim?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>11. Why do you want to know about other claims I have made?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">It is industry practice to share details on claims trends and helps Insurers analyse the levels and values of cover offered within their policies. anti-money laundering policy to check and ensure that all claims are valid and accurate.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>12. My Policy says I have to pay an excess – what is this?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>13. How much is the excess?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>14. What is an excess waiver?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>15. When do I pay the excess?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">In most cases we deduct the excess from any payment we may make to you.</span></p>
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Delayed Baggage
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<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>1. What documents are required to support my claim?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">The delayed baggage claim form has a checklist that details what type of evidence is required for delayed baggage claims, but we have also included it here.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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)</span><br><span style="font-family: Arial, Helvetica, sans-serif;">Employer’s details and policy number where you are insured under a company scheme, insurance reference number etc.</span><br><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">Evidence to support emergency expenses and items claimed – Receipts for emergency purchases made whilst awaiting receipt of your baggage.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">Or credit card / bank statements showing the transactions.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">Airline PIR or carrier report.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">Letter from airline / carrier confirming date and time baggage returned to you.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">Airline / carrier tickets.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">Baggage check tags.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">Other Insurance – If you have submitted a claim connected to this one to another insurance company, please send copies of all correspondence.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>2. Why do you need receipts for my emergency items?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">Most policies pay “up to” the policy limit for delayed baggage emergency items and therefore the receipts will prove the amount you spent.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>3. What happens if I do not have receipts?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>4. Is there an excess for these claims?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">No.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>5. Can I claim from the airline for the expenses you will not cover?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><strong><span style="font-family: Arial, Helvetica, sans-serif;">6. Why do you need confirmation of the time my baggage was delivered?</span></strong></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">Most policies only cover your expenses if your baggage was delayed for a period in excess of 12 hours.</span></p>
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<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>1. What documents are required to support my claim?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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)</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">Employer’s details and policy number where you are insured under a company scheme, insurance reference number etc.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">Medical report issued by the overseas treating doctor advising of the need to return early.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">The original death certificate (which we will return) or a certified copy.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">If the deceased was insured under this policy, we will require a copy of the Grant of Probate</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">Additional travel and accommodation costs – Hotel/accommodation invoice showing dates, costs and names of guests. Travel tickets / invoice showing date, cost and passenger names.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">Other Insurance – If you have submitted a claim connected to this one to another insurance company, please send copies of all correspondence</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>2. I dealt with the emergency assistance company so why do I now have to deal with you?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">The Emergency Assistance team manage 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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>3. What is an Emergency Assistance company?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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 consult 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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>4. When should I contact the emergency assistance company?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>5. We curtailed but didn’t contact the emergency assistance company for approval.</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>6. Will you pay for any “out of pocket” expenses?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>7. How are curtailment claim refunds calculated?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>8. How do you convert foreign currency values to £ sterling?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">We use the rate of exchange that applied on the date you incurred the cost as published by oanda.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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>9. We curtailed due to the death of a relative in the UK, do we need a medical or death certificate?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>10. Our original pre-paid flights were used to return home early – can we claim them back?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
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<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>11. Why do you need to know about other insurance policies I may have?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>12. My Policy says I have to pay an excess – what is this?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>13. How much is the excess?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>14. What is an increased excess?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>15. What is an excess waiver?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">Some policies offer to waive this excess for an additional 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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>16. When do I pay the excess?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">In most cases we deduct the excess from any payment we may make to you.</span></p>
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<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>1. What documents are required to support my claim?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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)</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">Employer’s details and policy number where you are insured under a company scheme, insurance reference number etc.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">Evidence to support missed departure claims – Written evidence proving pre booked public transport & itinerary.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">Original unused tickets /Receipts/tickets for additional travel and accommodation expenses.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">Proof of breakdown or accident to your vehicle.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">Other Insurance – If you have submitted a claim connected to this one to another insurance company, please send copies of all correspondence.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>2. I was delayed so why won’t you pay for the loss of my holiday time?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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. You should contact the airline or holiday company to check if they can provide you with any payment for the loss of your holiday.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>3. Why do I have to provide proof from the carrier of the cause of delay and the date and time of eventual departure?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">Cover is only provided for specific causes of delay and the benefit is calculated on set time periods.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>4. Can I claim travel delay compensation from the airline as well?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">As the travel delay cover is a benefit you are also able to claim from the airline in the event of a delay. You will need to contact the airline directly to submit this claim, however you can also refer to the CAA to check if you are eligible. <a aria-label="Link https://www.caa.co.uk/passengers/resolving-travel-problems/delays-and-cancellations/delays/" title="https://www.caa.co.uk/passengers/resolving-travel-problems/delays-and-cancellations/delays/" href="https://www.caa.co.uk/passengers/resolving-travel-problems/delays-and-cancellations/delays/" rel="noreferrer noopener" target="_blank">https://www.caa.co.uk/passengers/resolving-travel-problems/delays-and-cancellations/delays/</a></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>5. Why do I have to check in before I can abandon my trip?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>6. Can I claim for food and drink costs incurred whilst I was delayed?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong>7. Can I claim for the time delay in arriving at my destination?</strong></span></p>
<p style="font-size: 14px;"><span style="font-family: Arial, Helvetica, sans-serif;">This is dependent on the policy you have purchased and the type of cover they provide; however, this is usually applied from your departure time and not the arrival time. </span></p>
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