What is my claim reference number?
When you make a claim you will be allocated a claims reference number. It is important that you take note of this number and keep it safe as we will require this in all communications regarding your claim.
How long will it take for me to receive a response to my claim?
We are committed to providing a quality of service – you should expect to receive a response from us within 10 working days. We will settle your claim, ask for more information or if not within the terms and conditions of your policy, repudiate your claim with reasons why the claim is not valid. To avoid delays, please ensure that you provide us with all the relevant documentation required to process your claim.
Do I need to send original documentation with my claim?
The only original documentation required to support your claim are invoices and receipts. We also suggest that you keep photocopies of every item you send to us. Please note all costs incurred obtaining documentation should be borne by the claimant. This will include any further information such as doctor’s reports that we may need.
In addition to the claim form you will receive, there is an information checklist that explains the documents that are required for different types of claim.
I do not have all the documents you require; can I proceed with my claim?
You can still submit your claim with an accompanying letter explaining the reasons why you are unable to supply the required documents, but without all relevant documentation we cannot guarantee that the claim can be processed.
Where can I get my insurance certificate/booking invoice from?
If you are not already in possession of these documents you can request them directly from the travel agent where you booked your trip. If you purchased your insurance with an alternative provider you will need to contact them directly.
How will the claim be paid?
Payments will be made by cheque in pounds sterling (£GBP).
I’m not satisfied with the settlement; what should I do next?
We suggest that you first refer to your policy as limits, exclusions, depreciation or excesses may apply. The settlement letter will outline what has been settled and this may provide further information. If you remain dissatisfied with the settlement you should contact our travel claims team at travelclaims@travel-insurance.com. Alternatively you can write to us at the address below – please mark "Appeal” on the envelope. The claim will be reviewed and you will then be advised of your further options.
Where do I write to?
Please ensure that all documentation includes your claim reference number and is sent to the relevant address below:
ETI – International Travel Protection
Albany House
14 Bishopric
Horsham
West Sussex
RH12 1QN
What if I remain dissatisfied with the decision after an appeal?
If you remain dissatisfied then you may write to the Financial Ombudsman Service to lodge a formal complaint. The Financial Ombudsman are an independent service and their decision is final and binding on the Insurance Company. This process does not affect your legal rights. You cannot lodge a complaint with the Financial Ombudsman Service until you have followed the claims complaints procedure in full and received a final decision from the Insurance Company.