Travel Claim Guidance Notes

Medical Emergency
~
Your Trip Cut Short

Once you have spoken to one of our Claims Advisers and received a claim form in the post, the information provided below will assist you in completing the form.

IMPORTANT:

Check your policy for any applicable excesses or limits before submitting your claim.

Please provide the documents listed within for the type of claim you are making. Submit your claim only when you able to supply ALL the relevant ORIGINAL documents or explain why these are not available.

You can supply copies of certain documents only where indicated.

Please remember that your claim may be delayed if insufficient documentation is supplied and that some claims may need additional documentation and/or investigation.

Please write your claims reference number on each original or copied document that you forward to us. We recommend you keep copies for your own records.

For ALL claims, you will need to send in documents relating to TRAVEL INSURANCE and EVIDENCE OF ORIGINAL BOOKING

• Booking Invoice, travel itinerary, flight/travel tickets, accommodation costs [evidence required for each person you are claiming for]. This tells us who travelled and the scheduled outward and return travel dates.
• Does your surname differ from that of the person who is causing the claim? If so, you must provide certified evidence showing the relationship between you (i.e. marriage, birth certificate etc).
• Has your name changed (due to marriage, divorce etc) and is different from the name on the documentation you are sending us? Please provide certified documentary evidence of this.

If you had to cut short your trip and return home earlier than scheduled, you will need to make a claim for:
CURTAILMENT/ABANDONMENT

• Medical Certificate. Please request the GP of the person causing the curtailment/ abandonment to complete the Medical Certificate in full.
  The GP must stamp it with their official practice stamp.
  There may be a charge for this which is payable by you.
• Certified copy of Death Certificate. If your claim relates to a death, you will still need to have the above-mentioned Medical Certificate completed as well as providing a copy of the death certificate.

If you became ill or had an accident, you will need to make a claim for:
MEDICAL EMERGENCY

• Receipts from Doctors, Pharmacists, Hospitals etc that show us how much you paid for treatment and/or medicines etc.
  
  We are unable to make a payment for any part of the claim that cannot be supported by receipts.
  
  If you received treatment in France and have medical bills or a 'feuille de soins' (usually consisting of sections highlighted in brown), please sign these in the bottom right hand corner where it says 'signature de l'assure' before you send them to us.
• Evidence of payment such as a bank or credit card statement(s). (Please forward COPIES.) We will use your exchange rate if you can provide evidence. If not, we will use the exchange rate for the day the transaction took place as published on www.xe.com.
• Taxi / transport receipts because we may pay for taxis to visit the doctor or hospital whilst abroad or additional travelling expenses if you are unable to use your original travel arrangements at the originally booked time.
  
  We are unable to make a payment for non-receipted additional travelling expenses.
• Evidence of revised travel / accommodation arrangements. It is important that the treating doctor abroad needs to confirm that these revised arrangements were medically necessary. For example, if you were unfit to use your return ticket, a letter from the treating doctor abroad confirming this would need to be provided.
• Medical Inconvenience. If you are hospitalised for 24 hours or more, we may be able to make an additional payment to you.
  
  For us to be able to do this, we require evidence from the hospital showing your admission and discharge dates and times.
• Unpaid bills. Please forward to us any unpaid bills or reminder letters as soon as you receive them. From the time of payment of these accounts, it can take up to 3 weeks to credit to the hospital's account and therefore you may receive reminders in the mean time.
• Unpaid Policy Excess. If you have not paid an excess but have unpaid bills, please forward a cheque for the relevant excess amount as stated in your policy document, made payable to 'CEGA'.
• Paid Policy Excess. If you have paid an excess amount whilst abroad, a receipt for this needs to be provided. We will add this amount to the claim and deduct the relevant excess in UK Stirling.
• EHIC Refund.
  If you received medical treatment in one of the countries listed below, please complete the Application for A Refund of Medical Expenses form.