Global Assistance

Get more information on emergency assistance and on how to make a claim here.

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How To Make A Claim

Please follow the guidelines below to help Us process Your claim promptly and efficiently. Failure to follow the guidelines below may delay or invalidate Your claim.

  • Before You travel make sure You read Your Policy wording and know what to do and what evidence You need to obtain while you're away, this will make it easier when You get Home and need to make a claim. If You are in any doubt, You may contact Our appointed claims handler for guidance.
  • Before You claim always check the Terms of this Policy and relevant sections with regards to the covers You are claiming for and follow all and any Pre-Authorisation procedures.
  • Make sure all certificates and letters for proof of Your claim are dated so that Our claims handler can cross reference this against Your travel booking.
  • If Your property is stolen whilst abroad make sure that You report it to the local police within 24 hours and obtain a written police report.
  • You must keep any property which is damaged, and, if requested, send it to us at Your own expense.
  • We may refuse to reimburse You for any expenses for which You cannot provide receipts, bills or any property which You cannot provide proof of ownership such as an original receipt/valuation (obtained before Your date of loss), an original user manual or bank or credit card statements.
  • All claims must be submitted to Us with a fully completed and signed claim form, original invoices, receipts and other supporting documents within 30 days of Your initial treatment or loss. If You submit Your claim thereafter We may deny Your claim, unless it is shown not to have been reasonably possible to give such notice and that notice was given as soon as was reasonably possible, but in no event later than 90 days after the date of loss.
  • Make sure You keep Your Certificate of Insurance and Policy Wording safe. We recommend that You keep a copy of Your Emergency Card (as printed on Your Certificate of Insurance) with You at all times and take a printed copy of this Policy Wording (or a copy saved on Your tablet or laptop) with You on Your Trip.
  • When submitting a claim form, check it is fully completed as required, signed and dated by You and You attach all original supporting documentation, invoices, receipts (for any cash and/or credit card payments) to the claim form. Make sure You keep copies of all forms and receipts submitted to Us.

1. Emergency and Medical Assistance & Pre-Authorisation (24 hour) Helpline

If You require any of the following whilst on a Trip You must ring Our Nominated Emergency Assistance Service on the telephone number provided below for Pre-Authorisation before seeking any of the following treatment, services and/or supplies:

  • You incur, or are likely to incur, costs in excess of £500/€600/$750 (currency is determined by the currency in which your premium was paid) (If You are unsure, always check with Your Medical Practitioner, Hospital or Medical Provider before incurring any costs
  • You go into Hospital or clinic as an In-Patient or Day-Patient,
  • Out-Patient Surgery - Second Surgical Opinion
  • CAT, PET and MRI Scans
  • Incurring charges for Emergency medical evacuation/repatriation
  • Incurring charges for Emergency Natural Disaster, Political and Security Evacuation
  • Incurring charges for travel arrangements or accommodation
  • Incurring charges of cremation, burial or repatriation of Your remains
  • Incurring Kidnap and Ransom Crisis Response Costs
  • or if You wish to return Home earlier than Your original plans.

Failure to follow the Pre-Authorisation process before incurring any costs may result in Your claim being denied in part or in full.

If You have not obtained Pre-Authorisation in respect the above treatments, services and/or supplies from Our Nominated Emergency Assistance Service, We reserve the right to deny Your claim under this section or apply substantial co-payments from You to a maximum of 50% of the covered costs.

Emergency 24Hr Medical Assistance & Pre-Authorisation Helpline
Global Response Assistance
24 Hours / 365 Days A Year
Refer to How To Make A Claim Section & 24/7 Emergency Medical Helpline & Assistance Service
Tel (UK) : +44 (0) 2920 468794
Fax (UK) : +44 (0) 2920 468797
e-mail :

Global Response may be contacted at any time, should You require advice or assistance regarding all emergency matters.

When contacting Global Response the following details must be provided:

  • The Insured Person’s name, location and details (including passport/visa etc).
  • The Insured Person’s Employer, Company or Organisation.
  • The Certificate of Insurance number and Period of Insurance shown on the Certificate of Insurance.
  • The name and phone number of the doctor and Hospital treating the Insured Person.
  • The telephone or facsimile number on which You or Your representatives can be contacted.
  • Your address abroad.
  • The Period of Insurance shown on the Certificate of Insurance.
  • The nature of the emergency and/or medical problem.

In the event of an Emergency or emergency admission, please do not delay obtaining Emergency treatment, but You should not attempt to find Your own solution and then expect full reimbursement from the Underwriters without prior approval first having been obtained from Our Nominated Emergency Assistance Service, except where emergency medical treatment is required urgently to save life or limb and in which case Our Nominated Emergency Assistance Services must be notified immediately and in any event within 48 hours from the Emergency.

In the event that liability cannot be established at the outset of an Emergency it is agreed that the first named insured will guarantee payment until such time that liability can be accepted by Underwriters.

Medical Assistance Services provided by the team:

  • 24 hour Service - Access to multi-lingual co-ordinators through the emergency telephone lines operating 24 hours a day 365 days a year. The co-ordinators are trained in worldwide hospital procedures.
  • Evacuation Services - Evacuation or repatriation can be arranged, depending on the circumstances, by air ambulance or scheduled airline and if medically necessary attended by a fully equipped medical team.
  • Medical Staff - A qualified team of Doctors and Nurses are on hand to ensure that the most appropriate medical treatment is provided, with access to medical consultants.
  • Direct Billing - Direct billing with hospitals will be arranged where possible, removing the cost and inconvenience of using personal cash or credit card.

2. Non-Emergency Medical and Non-Medical Claims

For non-emergency medical claims other than as stated above and elsewhere in this Policy, You should contact Our appointed Claims Handler below requesting a claim form and then, within 30 days of the date of occurrence, forward to them the completed, signed and dated claims form along with full details and proof of the claim to them at the following address.

Global Response Claims
Monday - Friday 9.00am – 5.00pm (UK Local Time) (Outside of these hours voicemail service)
Refer to How To Make A Claim Section
Tel (UK) : +44 (0) 2920 474239
Fax (UK) : +44 (0) 2920 468797
e-mail :
24 hour online On-line claims form request & non-emergency claims registration
Web :
Address : Global Response Ltd, Travel Claims Dept. Regus House, Falcon Road, Cardiff, CF10 4RU, United Kingdom

Claims forms will be sent once contact is made (unless You have downloaded and submitted Your claim online).

If You encounter any issues with this process You should contact the insurance intermediary who sold You the Policy (whose details will appear on correspondence sent to You). The insurance intermediary will be able to assist You with making the claim and any further issues that may arise

United States Policy Holders

Our claims examiners undergo extensive training and are committed to providing fast, fair and friendly service. When you report a claim you can expect that:

  • Customer service representatives will be available around the clock with average telephone hold times of less than one minute;
  • All calls will be returned on the day you call or the next day at the latest;
  • If there is any problem with your claim, we will call you personally to discuss our concerns;
  • We will always be respectful of your needs and concerns, and we will employ the highest ethical standards in the handling of your claim;
  • No claim is denied without a thorough review by senior claims personnel in addition to the examiner assigned to your claim.

Claims for individuals and family members living in the same household may be reported online together. Family members living in different households, unrelated individuals or traveling companions must report their claims separately.

In order to report your claim(s) online, you will need the following information:

  • Your Plan Number which is found in the Plan Certificate or Description of Coverage web page;
  • The departure and return dates of your scheduled trip;
  • The travel agency name, address, telephone number and the name of your travel agent, if you booked your trip through a travel agency (not required, but recommended).
  • Depending upon the type of claim(s) you are reporting, additional documentation may be required

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