INSURANCE PROVIDED BY

How to Make a Claim

24hr Medical Emergency Assistance Claims

Please contact the Insurer's appointed 24hr medical emergency assistance helpline service (details shown in you Policy Wording document) about any serious illness or accident abroad where you have to go into hospital or you may have to return home early or extend your stay because of any illness or injury.

Below are some of the ways the 24-hour medical emergency assistance service can help:

  • Confirmation of payment - The Insurer's medical emergency assistance helpline service can contact hospitals or doctors abroad and guarantee to pay their fees, providing you have a valid claim. They may require written consent to contact your doctor to obtain details of any past medical history specifically relating to your claim.

  • Repatriation - If the Insurer's medical emergency assistance helpline service's medical advisers think it would be in your medical interest to bring you back to your home or to a hospital or nursing home in your home country, you will normally be transferred by regular airline or road ambulance. Where medically necessary in very serious or urgent cases, they may use an air ambulance. The Insurer's medical emergency assistance helpline service will consult the treating doctor and our medical advisers first. If you need to go home early, the treating doctor must provide a certificate confirming that you are fit to travel. Without this the airline can refuse to carry any sick or injured person.

You can contact the Insurer's medical emergency assistance helpline service at any time, day or night. You will be answered by one of their experienced assistance co-ordinators who you should give all relevant information to. Please make sure you have details of your policy before you phone.

Note: Your failure to contact the medical emergency assistance service to obtain our authorisation, may result in your claim being reduced or declined.

Reimbursement Claims

To make a claim under the Campbell Irvine Direct travel insurance policy you will need to contact the Insurer's appointed claims handlers whose details may be found in the Campbell Irvine Direct policy document, Notice must be given within 45 days of the date the incident gave rise to the claim by contacting the claims handlers and obtaining a claims reference number. When making your claim you will be asked to provide certain original supporting documentation.

Below is a list of required documentation required in support of a claim for each section of the policy.

CANCELLATION
  • Certificate of insurance or other proof of payment of insurance premium
  • Holiday booking invoice as issued by the booking agent & Tour operator (if applicable)
  • Original receipts for any costs being claimed
  • Medical evidence to support details of illness or injury
  • Death certificate (if applicable).
  • Evidence of hospital admission and discharge only applicable if the claimant was an inpatient
  • Original travel tickets (i.e. flight coupons/ferry tickets)
  • Additional travel tickets (if applicable)
CURTAILMENT
  • Certificate of insurance or other proof of payment of insurance premium
  • Holiday booking invoice as issued by the booking agent & Tour operator (if applicable)
  • Medical evidence from the treating doctor abroad confirming the curtailment was medically necessary due to illness or injury whilst abroad
  • Death certificate and arrange for the General Practitioner of the person concerned to complete the medical certificate on page 3 of this claim form, due to death
  • Medical certificate on page 3 of this claim form to be completed by the normal General Practitioner of the person concerned, due to injury, illness or death of a relative
MEDICAL
  • Certificate of insurance or other proof of payment of insurance premium
  • Holiday booking invoice as issued by the booking agent & Tour operator (if applicable)
  • Original receipts for any costs being claimed
  • Medical evidence to support details of illness or injury
  • Death certificate (if applicable)
  • Evidence of hospital admission and discharge only applicable if the claimant was an inpatient
  • Original travel tickets (i.e. flight coupons/ferry tickets)
  • Additional travel tickets (if applicable)
BAGGAGE & PERSONAL EFFECTS & MONEY
  • Certificate of insurance or other proof of payment of insurance premium
  • Holiday booking invoice as issued by the booking agent & Tour operator (if applicable)
  • Airline or other tickets and baggage check tags
  • Evidence to support ownership of personal items. This should include receipts for the items. If unavailable, then:
    • A certified copy of an original receipt from the supplier
    • If the item was a gift, a letter from the donor confirming the purchase details
    • Bank or credit card statements relating to the purchase
    • Instruction booklets or guarantee certificates
    • Photographs that may show items such as jewellery
  • Evidence to support damage. Please obtain a repairer's report of total loss or damage and current price. Please note that all salvage must be retained until the claim is concluded.
  • Evidence to support ownership of money. This can include evidence of conversion, e.g. bank slip or, if the loss is in respect of sterling, the relevant evidence, e.g. bank statement or building society passbook showing withdrawal of funds.
  • Loss/damage report from policy, airline, or other relevant party
DELAYED BAGGAGE
  • Certificate of insurance or other proof of payment of insurance premium
  • Holiday booking invoice as issued by the booking agent & Tour operator (if applicable)
  • Original air tickets
  • Airline or other tickets and baggage check tags
  • Receipts for the items being claimed or other evidence of purchase
  • Airline or other carrier's report
  • Proof of date and time baggage was returned to you
FAILURE OF TRANSPORT CONNECTIONS IN THE UK
  • Certificate of insurance or other proof of payment of insurance premium
  • Holiday booking invoice as issued by the booking agent & Tour operator (if applicable)
  • Original air tickets
  • The replacement tickets and invoices/receipts, as appropriate, to support additional costs
  • A report from the garage, AA, RAC, or equivalent, confirming the date/time of the motor accident and the circumstances in which they occurred
  • A letter from the public transport company giving full details of the disrupted service on which you travelled (if applicable)
TRAVEL DELAY
  • Certificate of insurance or other proof of payment of insurance premium
  • Holiday booking invoice as issued by the booking agent & Tour operator (if applicable)
  • Tour operators cancellation invoice (abandonment only)
  • Travel tickets
  • Letter from the airline, or other carrier, e.g. ferry company, stating:
    • The official cause of the delay
    • The exact period of the delay
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