What to do before you make a claim? | How long do Travel Insurance claims take? | What documents do you need to make a claim? | Frequently asked questions
Claim Handler: Reactive Claims
To discuss an existing claim, please contact Reactive Claims on 01420 259055
or email [email protected].
Phone lines are open Monday to Friday, 9 am to 5 pm (excluding bank holidays).
Please make sure you notify us within 30 days of your trip ending of any occurrence likely to give rise to a claim.
Claim Handler: Claims Settlements Agencies Ltd
To discuss an existing claim, please contact Claims Settlements Agencies Ltd on
01702 427268, quoting ‘AllClear Travel Insurance.’
Phone lines are open Monday to Friday, 9 am to 5.30 pm (excluding bank holidays).
Please make sure you notify us within 30 days of your trip ending of any occurrence likely to give rise to a claim.
What to do before you make a claim
Claims which fall outside of the policy terms and conditions will be declined.
- For all claims, aside from those for emergency medical treatment, you have 30 days to log the claim after you return to the UK. Make sure you submit your claim within this time limit, even if you are still awaiting some information.
- Make sure that you read the policy wording, especially the section under which you are claiming and the general conditions and exclusions. Only claims that fall within the policy terms will be considered.
- Lost or stolen property needs to have been reported to the police within 24 hours, and you’ll need an official police report to make a claim.
- Under many sections of the policy, you’ll require official letters/reports to support your claim. For example, claims for delayed departure will need an official letter from the transport provider stating the reason for the delay and how long it lasted. Make sure you get these official documents as soon as possible.
Please provide as much detail as possible and any evidence that will help the claims team.
How long do travel insurance claims take?
How long a claim takes to process depends on how complex it is and what documentation has been provided.
If all necessary documents have been given to the claims handlers when the claim is logged, approved claims are usually resolved within 5 working days. However, this can take longer if documents are missing or further clarification is needed.
What documents do you need to make a claim?
What you’ll need to submit a claim varies depending on the type of claim you are making.
Please see the tables below for a breakdown of the most commonly required documents. As each claim is unique, please be aware that sometimes you may be asked to provide evidence not listed here.
The sooner you can provide us with all the information needed to process your claim, the faster the claim process will be. We pay 99%+ of approved claims within 5 working days1, commencing when the claims handler has received all relevant information and documentation to confirm claims cover.
The below documentation is needed for all claims.
- Booking invoice
- Fully completed claim form or online claim
- Insurance certificate
Cancellation
You’ll need to provide proof of cancellation, which will vary depending on why you cancelled your trip.
Cancellation invoice/s from travel agent, airline or accommodation provider.
Cancellation invoices should show the amount paid and that no, or only a partial, refund was made.
For Covid, you’ll need:
– Evidence you are up to date with Coronavirus vaccinations as recommended by the UK NHS (or you were medically unable
to have the vaccinations); and
– A copy of the positive Coronavirus test result that you received from a
registered medical practitioner or independent authority (e.g., private provider); or
– A positive lateral flow
test (or a picture of a positive lateral flow test) with adequate and appropriate supporting evidence or independent
certification
Death certificate.
This must confirm the cause of death.
Emergency Medical & Hospital Benefit
Please provide the following evidence for claims relating to emergency medical treatment you had while abroad.
This must confirm the diagnosis you received abroad.
The total amount shown on the invoices should be the same as the amount that you are claiming for, and we should be able to see an itemised breakdown of this total figure to determine how the total amount was made up.
i.e. flights and/or accommodation.
Baggage/Personal possessions
The following will be needed if you are claiming for lost, stolen or damaged items.
Police Report or other evidence that the items claimed for have been reported as lost/stolen.
Proof of Ownership of the items claimed.
This can be a receipt, invoice, order confirmation e-mail or bank statement showing the purchase. If the item was a gift, we can consider a statement from the person who gave it to you.
Any documentation provided as proof of ownership must confirm the date of purchase and the amount paid.
Repair estimate.
If an item is damaged, a repair estimate detailing the cost to repair the item.
If the item is beyond economical repair, confirmation from the company/shop/person you took the item to in order to determine if it can be repaired.
Travel Delay & abandonment
If you are delayed on your journey, or if you are forced to abandon your trip due to a long delay, please provide the below.
Written confirmation of the reason why the flight was delayed or cancelled.
This can be an e-mail or letter from the airline. Usually, airlines create a standard letter for insurance purposes that confirms the length and reason for the delay.
In the event of abandonment, written confirmation from the airline (letter, e-mail, web chat transcript) stating that they could not offer an alternative flight within the timeframe outlined in your policy wording.
Frequently asked questions
If you need emergency medical treatment abroad, the assistance team may arrange payment directly to the treating hospital or clinic. However, if some medical costs, or other costs, have been paid by you, a claim must be submitted on your return to the UK – the costs will not automatically be reimbursed via the treating clinic or hospital.
For policies purchased on or after 1st June 2023, please claim via Reactive Claims by visiting www.submit-claim.com/allclear.
For policies purchased on or before 31st May 2023, please claim via Claims Settlements Agencies by visiting www.submitaclaim.co.uk/AL
There are a number of reasons a claim might be declined. The most common are that the claim either falls outside of the policy terms and conditions, or that the costs incurred are lower than the excess. It is important to check your policy wording before you log a claim to avoid this.
If you are unhappy with the outcome of your claim, you can request that your claim is reviewed by the relevant team. However, if you are challenging a declined claim, you will need to provide further evidence. If you are still unhappy, you can log a complaint about the claim.
If you have a single trip policy, you cannot travel on it once a claim has been made. However, our Annual Multi-trip Travel Insurance can be travelled on again, no matter how many claims you have made before.
Travel Insurance does not have “no claims” discounts, and premiums do not increase if you do make a claim.
1 99%+ is based on non-assistance claims approved for payment during January 2022 to January 2023 on AllClear branded policies only. 5 working day window commences when insurers have received all relevant information and documentation to confirm claims cover.
