The details on the Policy document on how to make a claim is detailed here for you.
If you are hospitalised, need to be repatriated, need to change your travel plans due to a medical situation or come back home early, you must contact our medical emergency service at the earliest opportunity.
If your Certificate number starts TT-2014, then IMMEDIATE CONTACT MUST BE MADE
with the Medical Emergency Assistance Service in the event of death or injury or illness necessitating any of the following:
- Alteration of Travel Plans
- Curtailment of Travel
Tel: +44 (0) 20 3489 8909
Please quote reference number CIAM14TRUE
Please note the Insured Person’s failure to contact the medical emergency service may result in their claim being reduced or declined. Private medical treatment is not covered unless authorised by the medical emergency service.
Be prepared to give:
- your travel insurance certificate number.
- confirmation that your policy has been issued by The True Traveller in London.
- your dates of outward and return travel (tickets/itinerary).
- the details of problem including name and address of patient and nature of illness/accident.
- the name and telephone number of hospital and attending doctor.
- the details of your usual Doctor.
Please note, should you require medical treatment in Australia you MUST enrol with MEDICARE.
How to make any other Claim
Notice must be given within 45 days of the date of occurrence of any claim under this Insurance. To notify a claim and request a claims form please contact the claims handlers:
Claims Settlement Agencies
308-314 London Road, Hadleigh, Essex SS7 2DD.
Tel: 0844 826 2644 Fax: 0844 826 2645
A claims checklist is also shown at the end of the Policy document, and again this is detailed here.
The following documentation (if applicable) will be required by the Claims Handlers, in order that a claim may be processed.
Originals will be required, as settlement cannot be made with photocopied documents. Further documentation may be required depending on the individual circumstances of your claim. Please note the policy does not cover the cost of obtaining duplicate receipt or Medical Certificates.
For all sections of cover you will be required to submit:
- Your Booking Invoice or Validation Certificate confirming proof of payment of the insurance premium.
- Your travel Trip Itinerary confirming dates of travel
- Your travel Booking Confirmation Receipt(s) showing the date of original booking and amount paid.
- Travel / Air Tickets
CANCELLATION OR CURTAILMENT
Your Cancellation Invoice
Completed Medical Certificate if Cancellation for medical reasons (which can be found on the claim form)
Copy of Death Certificate
Evidence from treating Medical Practitioner confirming curtailment was medically necessary (Curtailment only)
BAGGAGE AND PERSONAL MONEY
Receipts or other evidence to support ownership and value for the items claimed
Baggage Check Tags
A written report from the person/company to whom the loss was reported whilst travelling overseas (e.g. Police Report).
Proof of date and time baggage was returned to you (Baggage Delay Claims only)
Evidence to support damage (e.g. Repairers report of total loss or damage)
Medical Evidence to support nature of illness or injury
Evidence of Hospital admission and discharge
Additional Travel Tickets
TRAVEL DELAY/ MISSED DEPARTURE
Replacement tickets and invoices /receipts
A letter from the airline (or similar) confirming the scheduled and actual time of departure including the official cause of the delay.
The reality of what actually happens
Basically, claims are broken down into two areas, urgent medical situations, and essentially everything else.
Urgent Medical Situations
If you get admitted to hospital, or need medical assistance, such as if you’re trekking in Nepal and need helicopter repatriation, it’s the 24 HOUR MEDICAL EMERGENCY SERVICE who you contact. For hospital admissions, give the hospital a copy of your Certificate of Insurance, and they will very quickly get in touch with our medical emergency service anyway, as they’ll want to know if they’re going to be paid!
The medical emergency service they will liaise with the hospital on your medical situation and obviously from the payment point of view as well. If they are not comfortable with the medical care you are receiving (for example you’re in a small hospital where the medical staff may not have sufficient knowledge or experience of your ailment) they may arrange for you to be transferred to another hospital. In extreme cases this can involve an air ambulance to another bigger hospital in another country even.
You don't pay the bills yourself. If it's a medical emergency and you are admitted to hospital, the medical emergency service can arrange to guarantee the fees of the hospital and attending doctors – so you don't have to pay. You will still have to pay any excess due on the terms of your policy, unless of course you have paid the Excess Waiver.
In the case of a medical repatriation, again authority has to be obtained by the medical emergency service. In extreme cases where, due to really poor telecommunications you cannot get through to them, arrange what you can do locally and as long it’s deemed to be medically necessary the claim should be met. But, if you’re almost at Everest Base Camp, and are cold, miserable and thoroughly fed up, and fancy a helicopter ride back to Kathmandu and don’t get authority from the medical emergency service, the chances of your claim being met is remote!
Again, in Nepal, rescues are normally arranged by the Himalayan Rescue Association (HRA), and if medically necessary repatriation will need to be authorised by the medical emergency service. However, you have to get things sorted out before you set out on your trek to ensure things go as smoothly as possible should the unexpected occur. If you’re with a trekking company, they will want a copy of your insurance certificate so if something goes awry, one of their guides will contact the trekking company, who will in turn liaise with both the HRA and the medical emergency service. If you’re not with a tour group and basically doing your own thing, you can register your Insurance with your Embassy in Kathmandu instead. We also suggest you to be in a group of no less than 3 people and have access to a working 2 way communications device and stick to recognised routes.
The medical emergency service is only there for medical emergencies. If you feel under the weather on your travels, just go and see a Doctor; please don’t phone the medical emergency service for general advice. Ask the hotel where you’re staying for a local Doctor, check with your Embassy or ask other travellers for a recommendation.
If it’s not a medical emergency, claims are handled by CSA, our regular claims handlers. You have to notify them of your intent to make claim within 45 days of it occurring, and we’ll run through some scenarios about what to do.