How to make a Claim:

IMPORTANT: please refer to your insurance documents for full information on how to claim.
You must have your Policy Number when you contact the claims or assistance service; please ensure that you contact the correct service corresponding with your policy prefix to avoid any claim delays.

Travel Insurance Claims

Annual Multi-trip, Single Trip, Wintersports & Longstay

For policy numbers that start: AN, SN, LS, LA

Medical Emergencies
Contact the 24-hr multi-lingual service:
UK(+44) 020 3824 0742
 
You must notify the emergency service in the event of any illness, injury, accident or hospitalisation involving anyone insured under this policy where the anticipated costs are likely to exceed £500. They will direct you to an appropriate medical facility and they may be able to guarantee costs on your behalf.
All other non-emergency Claims
Submit your claim online: www.submitaclaim.co.uk/wtis
Call:UK(+44) 01702 746560
Email:info@csal.co.uk
The online claim form should take about 10-15 minutes to complete. Please ensure that you have your insurance certificate, details of the incident and any supporting documentation ready.
Any loss or theft of valuables, or other items worth more than ££100, must be reported to the police within 24hrs and a written report obtained to support your claim.
If you cannot claim online, you can download a claim form at www.csal.co.uk

For policy numbers that start: EA, ES, EL

Medical Emergencies
Contact the 24-hr multi-lingual service:
+44 (0)113 3180 197
email: operations@global-response.co.uk
You must notify the emergency service in the event of any illness, injury, accident or hospitalisation involving anyone insured under this policy where the anticipated costs are likely to exceed £500. They will direct you to an appropriate medical facility and they may be able to guarantee costs on your behalf.
All other non-emergency Claims
Call: +44 (02)0 7173 7841
Email: info@csal.co.uk
 
Always make sure that any loss or theft of valuables or any items worth more than £100 are reported to the police within 24hrs and a written report obtained.

For policy numbers that start: INA, INS

Medical Emergencies
Contact the 24-hr multi-lingual service:
+44 (0)203 285 7248
email: assist@expatriategroup.com
You must notify the emergency service at the earliest opportunity if anyone insured by this policy needs in-patient treatment for a medical emergency, or in the case of non-emergency treatment, costs are likely to exceed £/€/$1,000. They will be able to validate your claim and where appropriate, provide assistance and pre-approve costs to the treating facility.
All other non-emergency Claims
Submit your claim online: www.expatriatehealthcare.com/information/claims-assistance/claim/
Have your policy number to hand together with any documents to support your claim
You can download a travel claim form and can then Our internet solution is the quickest and easiest way to submit your claim to us. You will be able to register your claim, enter all the necessary details and upload the documents that will be specified to you
Call: +44 (0)203 285 7246
Email: claims@expatriategroup.com
 
Always make sure that you obtain any relevant documentation to support your claim, including proof of travel, relevant medical information, proof of loss, receipts and police reports (where applicable).

Travel Insurance Claims Advice:

Emergency Claims
Our Emergency service has the medical expertise, contacts and facilities to help should you be injured in an accident or fall ill. They will also arrange transport to your home country when this is considered to be medically necessary or when you have notice of illness or death of a close relative at home.

You must contact them if you are admited to hospital and wish to return home by any means other than originally booked or require treatment that will cost more than £500 (or the equivalent in local currency). They will direct you to an appropriate medical facility and they may be able to guarantee costs on your behalf.
Non-Emergency Claims
Documentation should only be submitted with a completed claim form. The claim form lists the documentation required to support your claim.
Always make sure that any loss or theft of valuables or any items are reported to the police wthin 24hrs of discovering the loss, or as soon as possible after that, and a written report or reference obtained in the country where the incident occurred.
If your baggage is damaged or lost in transit whilst checked-in, you must report it to the handling agents or airline as soon as possible on collection and obtain a Property Irregularity Report, which must be submitted with your completed claim

Car Hire Excess Insurance:

for policies with the prefix CER

Online Claims
please complete an online form at:
Submit your claim online: www.claimez.com
Have your policy number to hand and quote your scheme code: 20407
Our internet solution is the quickest and easiest way to submit your claim to us. You will be able to register your claim, enter all the necessary details and upload the documents that will be specified to you
Claiming by telephone
if you cannot claim online, call:
Call: 0344 576 1681
Have your policy number to hand and quote your scheme code: 20407
Telephone claims will take longer to process, especially if you live overseas, however we will assist you in completing the claim as fast as possible. Some initial details will be taken over the telephone and you will then be sent a claim form by post to complete and return to us along with supporting documentation that will specified to you. Please note that a postal claim may take significantly longer to settle than an online claim; especially if we need to write to you to request additional information.

Claims Advice

In the event of a claim situation arising:
In the event of an excess charge being made when you return the vehicle, you must pay and retain receipts to claim.
Please submit your claim details within 31 days of you being charged by the rental company. You will be asked to provide your Policy Reference and Scheme Code.
Who will be dealing with my claim?
Your claim will be handled on the insurer’s behalf by ClaimEz, an online web-based system managed by Strategic Insurance Services Ltd
What documents are needed to submit my claim?
a. a copy of your certificate of insurance.
b. a copy of your car rental agreement.
c. a copy of the Law Enforcement/Police report if:
i. you are involved in an accident with a third party, or
ii. its required by law in the country where the incident occurs.
iii. your claim relates to stolen personal possessions.
d. a copy of the car rental company’s accident damage or breakdown report which shows the detail of each of the costs incurred.
e. itemised repair invoices/receipts/other documents confirming the breakdown of the amount you have paid in respect of accidental damage or loss for which the car rental company holds you responsible.
f. a copy of your credit card statement showing payment of the damages claimed.
g. a copy of the driving licence of the lead named driver and the person involved in the accident (the driver at the time of the accident).
h. Photographs of any damage, including the vehicle number plate.
Failure to provide this information may result in your claim being delayed. If a claim is made or lawsuit is brought against you, you should immediately forward every demand, notice, summons or other process received by you or your representative, unanswered, to ClaimEz.

Motorhome Excess Insurance & Van Hire Excess Insurance:

for policies with the following prefixes: MER, VER

Claims procedure for UK residents
Submit your claim online: https://claim.orchard-administration.co.uk
Have your policy number to hand and quote your scheme code: 50163
Call:0333 3230 095
Our internet solution is the quickest and easiest way to submit your claim to us. You will be able to register your claim, enter all the necessary details and upload the documents that will be specified to you
Claims procedure for EU residents
Submit your claim online: https://claim.orchard-administration.co.uk
Have your policy number to hand and quote your scheme code: 50132
Call:UK(+44) 1622 391 708
Telephone claims will take longer to process, especially if you live overseas, however we will assist you in completing the claim as fast as possible. Some initial details will be taken over the telephone and you will then be sent a claim form by post to complete and return to us along with supporting documentation that will specified to you. Please note that a postal claim may take significantly longer to settle than an online claim; especially if we need to write to you to request additional information.

Claims Advice

In the event of a claim situation arising:
In the event of an excess charge being made when you return the vehicle, you must pay and retain receipts to claim.
Please submit your claim details within 31 days of you being charged by the rental company. You will be asked to provide your Policy Reference and Scheme Code.
Who will be dealing with my claim?
Your claim will be handled by Orchard Administration Ltd
What documents are needed to submit my claim?
a. a copy of your certificate of insurance.
b. a copy of your car rental agreement.
c. a copy of the Law Enforcement/Police report if:
i. you are involved in an accident with a third party, or
ii. its required by law in the country where the incident occurs.
iii. your claim relates to stolen personal possessions.
d. a copy of the car rental company’s accident damage or breakdown report which shows the detail of each of the costs incurred.
e. itemised repair invoices/receipts/other documents confirming the breakdown of the amount you have paid in respect of accidental damage or loss for which the vehicle rental company holds you responsible.
f. a copy of your credit card statement showing payment of the damages claimed.
g. a copy of the driving licence of the lead named driver and the person involved in the accident (the driver at the time of the accident).
h. Photographs of any damage, including the vehicle number plate.
Failure to provide this information may result in your claim being delayed. If a claim is made or lawsuit is brought against you, you should immediately forward every demand, notice, summons or other process received by you or your representative, unanswered, to Orchard Administration Ltd.