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What To Do If You Need To Make A Claim

- Emergency Medical Claims
- Medical Claims - Non-Emergency
- Loss or Damage to Baggage, Travel Delay, Loss of Money Etc
- Cancellation - Curtailment (cutting your trip short)
- Departure Delay
- Personal Liability (where you cause damage or injury to a third party)
- Personal Accident (loss of limb, sight, bodily injury or death)

IMPORTANT - This page relates ONLY to Select Insurance Intermediaries Ltd / White Horse ireland Ltd policies bought after 1st July 2004. See your policy for earlier purchases. Please do not use these contacts for any other insurance cover.

Urgent Medical Claims

(24 HOUR MEDICAL ASSISTANCE) provided by VOYAGER Tel: +44 (0)20 8466 9191 Fax: +44 (0)20 8313 9062

 Quote the following:
  • Your Name
  • The name of the Policyholder if this is different (whoever booked the policy)
  • Your Policy Number (this will start with SEL)
  • A Contact Number (where you are calling from)
  • A brief explanation of the problem

Non-Urgent Medical Claims

For precise details please refer to your policy wording. We hope this information will be of help.

If you seek treatment for a non-urgent medical problem you MUST obtain a medical certificate showing the nature of the problem together with all the receipts you have paid. Once you return to the UK you can call or fax Van Ameyde & Wallis Ltd for a claim form.

Monday to Friday call: Tel: +44 (0)20 8466 6034 Fax: +44 (0)20 8460 1713

To obtain a claim form - call Van Ameyde & Wallis Ltd, 34 The Mall, Bromley, Kent, BR1 1TS
Mon-Fri Tel: +44 (0)20 8466 6034   -   Fax: +44 (0)20 8460 1713

Emergency Medical Claims

Call the 24 hour medical emergency number,which you find on your certificate, or from your policy card which you have completed and should carry around with you in your wallet/purse at all times. You will need to quote Your Name – Policy Number – Nature of the problem – Contact Number (where you are). Different insurers require varying degrees of information but the basics remain the same please check your policy wording for exact details. Remember to remain calm and provide the assistance company with as much information as they require. They will reassure you and confirm what will happen and discuss the case with the hospital and/or practitioners direct in whatever language is required.

Medical Claims - Non Emergency

If you receive non emergency medical attention for a mild injury or sickness, you must get a medical certificate showing the nature of the injury/illness together with any bills which you will have paid. Upon return to the UK call the medical claims number to obtain a claim form, this number is on certificate. You must send the claim to the Insurance company within 31 days of your return. If you do not, the insurer may not be able to pay your claim.

Loss or damage to baggage, travel delay, loss of money,etc.

You must tell the relevant transport company about any delay, loss or damage to personal belongings if they are being carried by any airline,transport company etc. You must also get a property irregularity report. If you do not tell the airline or transport company within three days of the event, the insurer may not be able to pay your claim. You must report immediately any loss of money or loss or damage to personal belongings to the police (and hotel management if this applies).You must also get an official written report. If you do not tell the police (and hotel management if this applies)within 24 hours of the event, the insurer may not be able to pay your claim. Upon return to the UK call the Non-Medical Claims number to obtain a claim form as detailed above.

Cancellation – Curtailment

Notify the travel agent/tour operator immediately if you need to cancel and obtain a Cancellation Invoice. Obtain a claim form and get your registered doctor to complete the medical questions under the Cancellation Section. If you need to curtail your trip you should get your treating doctor in the resort to confirm with the Emergency Assistance Company that you need to return early. You should keep any receipts or accounts given to you and send them in. If you are away and wish to claim under curtailment of your trip then you must contact the insurer and discuss the claim and provide whatever information the assistance company requires. Upon return to the UK call the Non-Medical Claims number to obtain a claim form.

Departure Delay

You need to obtain a letter from the airline, railway or shipping line or their handling agents which shows (a) scheduled departure time, (b)actual departure time, and (c)reason for the delay. You are only normally covered if the delay is more than 12 hours.

Personal Liability

Never admit responsibility to anyone and do not agree to pay for any damage,repair costs or compensation. Keep notes of any circumstance that may become a claim so these can be supplied to the insurer along with any supporting evidence the insurer may require.

Personal Accident

Obtain a medical certificate from the treating doctor or specialist detailing the injury. Upon return to the UK make a claim as above. In the unlikely event of death the insurer will require sight of an original copy of the Death Certificate, together with any supporting evidence that the insurer may require. Naturally the insurer will make the necessary arrangements and pay for the return of the body back to the UK.
For peace of mind keep your documents with you especially the policy card, all policy wordings can be obtained via the websites – www.PHATravel.com and www.AnnualTravel.com for annual policies.
PHA Travel – 0870 7700 943

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