How to make a claim

Our specialist team are there to offer you the personal touch when you need it most. Whether you need a highly skilled medical professional to put your mind at rest regarding the treatment that you or your loved ones are receiving, or just someone to advise you on what to do if you are unfortunate enough to lose your luggage or passport...

The Foreign and Commonwealth Office (FCO) website advises: “You should also make sure you have adequate travel health insurance and accessible funds to cover the cost of any medical treatment abroad and repatriation. If you are referred to a medical facility for treatment you should contact your insurance/medical assistance company immediately. As a general rule, if you require hospital treatment abroad you are more likely to receive appropriate care in a public healthcare facility. Your insurance/medical assistance company will be able to provide further details. Useful information about healthcare abroad, including a country-by-country guide of reciprocal health care agreements with the UK, is also available from NHS Choices.”

Medical Assistance

For emergencies: if you are taken by ambulance to a hospital following an emergency call, you or a companion should call us as soon as possible once you have been admitted to hospital.

For non-emergencies: if you need a GP or need to go to A&E or a clinic, call us first, before you try to locate help, so we can guide you to the safest and most appropriate source of treatment.

If you are unfortunate enough to need medical help whilst abroad please call us first on (+44) 20 8763 4878. Our highly experienced multi-lingual team are available to talk 24 hours a day, to advise you or a travelling companion what steps to take. Their aim will always be to establish the best treatment available to you in the country you are visiting.

Our first steps will always be to:

  • Establish that you're in a place of safety
  • Determine the capability of the treating hospital
  • Consider your immediate transfer home
  • Make sure that the necessary medical fees are guaranteed.

Important note: it may affect your claim if you, a travelling companion or a doctor/nurse does not contact us on the number above. We do not cover any costs over £500 where prior agreement regarding treatment has not been obtained from the Medical Assistance provider. Our highly experienced multi-lingual team of in-house doctors, nurses and experienced case managers will advise you, your travelling companion and/or your treating doctor, on what steps to take.

We understand how important it is to have someone who…

  • You can contact at any time of the day or night
  • You can trust has the medical expertise to make the right clinical decisions on your behalf
  • Has an in-depth understanding of how and when to transfer sick and injured patients back home
  • Will speak to you in a language you can understand.

Our team offer you a personal touch coupled with medical expertise, to help take some of the worry out of what can be an incredibly stressful situation – we’ll even keep your key contacts updated on your progress for you and if need be, we’ll fly a doctor or nurse out, with specialist repatriation equipment, to accompany you home either on a commercial flight or by air ambulance.

We actively monitor the capabilities of medical facilities throughout the world and use this knowledge to determine whether you need to be transferred to a different facility. Once we are satisfied that you are getting the appropriate treatment, we will agree a treatment plan with your treating doctor and you. If you cannot be discharged in time to continue your trip as planned, we will make arrangements to bring you home at the appropriate time.

Lost or stolen passport

For advice on how to replace lost or stolen passports please call us on (+44) 20 8763 4909 anytime of the day or night.

We are able to provide help with replacement passport forms and arrange for them to be sent to the local British Embassy/Consulate. To save time we will also advise what time your appointment will be to present your signed forms in order to pick up your replacement passport.

Lost or stolen belongings, driving licence, air ticket or travel documents

For advice on how to trace your luggage with the airline operator if it is delayed or lost, or for help with any other lost or stolen personal belongings please call us on (+44) 20 8763 4879 anytime of the day or night.

Legal expenses

If you need legal advice, please call us on 0800 027 1344 from the UK, or (+44) 1303 774195 from abroad.

Cancellation and all other claims

Please call us on 0800 027 1335 from the UK or (+44) 1752 273352 from abroad or email

Our telephone lines are open: 8am - 8pm Monday to Friday.

  • Please notify the Saga Travel Claims Department as soon as possible following the event.
  • When contacting us to report your claim for the first time by phone or email, please try to have the following details available:

                        - your home address and daytime telephone number

                        - the date your policy started

                        - your policy number

                        - your holiday departure and return dates

                        - details on the type of claim you wish to make (e.g. cancellation
                        medical expenses/curtailment, baggage/money, travel delay).

  • We will then issue you with the relevant claims form or statement letter requesting further information, which you must sign and return to us with any supporting documentation we have requested.
  • We will also provide you with your own unique claims reference number, which you will need to provide whenever you contact us.
  • We are happy to accept scanned and emailed documentation but will always require the originals, including a signed claims form or statement letter, to be sent to us before any payment can be made.
  • Please do not forward any documents until you send the completed claim form or statement letter.
  • Any supporting documentation and claims evidence must be supplied at your own expense.


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