Macclesfield Insurance Travel Services.

Frequently Asked Questions:

How do I make a claim?

All details will be made available within your policy booklet.

I need emergency medical assistance, what do I do?

All details will be made available within your policy booklet.

Assistance International will require the following information from you:

• Your name, address and date of birth.
• Your contact number abroad.
• The name of the agent who you purchased the travel insurance from.
• Your Policy number which is on your Schedule.
• The dates of your journey.
• Details of the hospital or Doctor you attended along with their contact details.

If you go into hospital abroad and you are likely to be in for more that 48 hours, or you have to return home early, someone must contact Assistance International for you immediately.

Who will pay for my medical fees?

If possible, you should pay for your medical treatment and then claim these costs back when you return home. If you cannot pay the medical costs out of your own funds or if you are hospitalised for more that 24 hours, contact Assistance International.

Full details of what is and what is not covered by your Travel Insurance Policy can be found in your Policy Booklet.

What information will our Insurer require?

Attached to the report form you receivel will be a Claim Checklist. This lists the information and documents we will need to consider your claim. Further information and/or documentation may also be required in some cases. The information required will be different according to the type of claim you are making. However, as a general guide:

• Policy Document/Certificate of Insurance.
• Travel Insurance Schedule or Policy Confirmation.
• If your holiday was arranged through a Tour Operator, their booking invoice.
• Used and/or unused flight or travel tickets.
• Police, Airline or other relevant reports.
• Receipts, proof of purchase or, in the case of loss or theft of cash, currency exchange slips.
• Bills, invoices and receipts for medical or other expenses.

NB: Photocopies of your Insurance documents will be accepted. However, we will require the originals of all other documentation.

How will my claim be handled?

Once we have received your completed report form, all the necessary documentation and your claim has been validated, we will send you a settlement cheque or a letter of response.
Any settlement may be subject to policy limits and excesses. Details of these can be found in your Policy Booklet.

We are unable to arrange to replace a lost, damaged or stolen item. We will send you a cheque for the replacement of any items to their current market value less an amount for wear and tear and loss of value.

Please do not dispose of any damaged items until your claim has been settled, we may wish to see them.

Insurers and their agents share information with each other to prevent fraudulent claims and to assess whether to offer insurance including the terms via the Claims and Underwriting Exchange register, operated by Insurance Database Services Ltd. A list of participants is available on request. Any information you supply to us will be provided to the participants.