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Frequently Asked Questions

We have provided the following questions and answers which we hope you will find useful. None of the answers given should be taken as an acceptance of liability for your claim and all FAQ’s should be viewed as a guideline only.

General FAQs

Go to our Register a Claim page to register your claim online.

This will depend upon the type of claim you make but we will work with you to make this as quick as possible.

In most cases we can resolve claims by contacting you via email or by talking to you over the phone. However, for more complex claims it may be beneficial for us to instruct an agent to contact you and arrange a visit on our behalf.

Yes, but due to data protection rules we need you to provide us with your written agreement to enable us to do this.

No, all costs to submit your claim are your responsibility. We also do not pay for any charges raised by the medical profession in completing medical certificates to support your claim.

These would have been issued to you at the point of sale and copies can be obtained by calling the company you bought the insurance cover from.

This will be done by bank transfer.  Once your claim has been accepted we will contact you to request your bank details to enable us to process your payment.

This stands for International Bank Account Number and identifies the country, financial institution and the individual bank account required for international transactions.

This stands for Society for Worldwide Interbank Financial Telecommunications and is an electronic messaging system between banks that carries payment instructions.

An excess is the first amount of a claim that you are responsible for and may apply to more than one section of the policy and more than one incident.

The value of the excess will vary according to the type of insurance you have, it is usually shown in a table of benefits on your insurance policy but can also be found in the “what’s not covered” or “exclusions” part of the policy.

In some cases where a specific medical condition exists Insurers may apply an increased excess. This will be shown on the endorsement or medical screening document attached to your policy wording.

Some policies offer to waive this excess for a small increase in premium and this will be shown on your endorsement attached to your policy.

In most cases we deduct the excess from any payment we may make to you. If however you have no claim but have medical bills to settle overseas we may ask you to pay the excess direct to us – if so we will let you know how and when to do that.

We use the rate of exchange that applied on the date of the incident by XE.com. If however you paid any bills by credit or debit card then we are happy to use the rate of exchange applied by your bank.  Unfortunately, we will not pay any commission charges that may be applicable. If you wish us to use this rate of exchange, please send a copy of your bank statement showing the £ sterling equivalent and rate of exchange applied.

Insurers have agreed to share the cost of a claim if more than one policy covers the same incident. This helps keep insurance premiums down and shouldn’t affect any no-claims bonus you may have.

Unfortunately, a small minority of people submit false insurance claims. We have various systems and processes in place to prevent the payment of these claims and actively share data with our industry partners and the police. Where fraud is proven we always report the matter to the relevant authorities.

Calls are recorded for quality and training purposes and are used as part of our anti-fraud measures.

We act on behalf of Insurance companies so we will apply the terms of your policy against the claim that you make. An Insurance policy will vary depending on how you bought it and the premium you paid so what is covered or excluded will also vary.

We make every effort to deal with your claim efficiently and accurately but if you are unhappy with our service please refer to the complaints procedure as detailed in your policy wording.

Unfortunately, we do not accept compressed/zipped files and you will therefore need to submit your pdf’s separately.

We need to validate that the insurance you purchased was appropriate for the trip you undertook in that it was for the correct destination and duration.

It is recommended that you submit your requests in writing detailing exactly what information you require.

We will try to provide this as quickly as possible, but the timescale may vary depending on the extent of the information you request.

All data we hold is held and secured in accordance with General Data Protection Regulation.

As we act on behalf of the insurance company named on your policy, we provide them and associated companies with certain details for underwriting purposes. We also share claims information for the prevention of fraud.

If you still have a question about your claim that you would like answered please either call our claims team, on the telephone number detailed in your policy or contact us by e-mail at claims@im-rescue.com.

If you have a question about your policy terms and conditions then please contact the company from whom you purchased your insurance

Cancellation FAQs

The following covers a variety of questions you may have if you need to make a Cancellation claim as a result of cancelling your holiday / trip before your departure date

Proof of insurance and any medical endorsements – POLICY OR CERTIFICATE OF TRAVEL INSURANCE / VALIDATION CERTIFICATE – your claim will be delayed if you do not submit this. (Please note this is not the ATOL certificate)

Proof of travel – This must show total cost of the trip, the names of all passengers, the date of booking and the travel dates and come from the tour operator or airline. If you booked independent arrangements (i.e. car hire, travel tickets, accommodation etc.) please send the booking invoice for each item. If you booked your trip over the internet please also send copies of the confirmation emails you received. If you booked your trip through a travel agent please also send copies of the agents booking confirmation

Tour operator’s cancellation invoice – This must show the amount the tour operator has charged as a cancellation fee. If you booked independent arrangements (i.e. car hire, travel tickets, accommodation etc.) please send the cancellation invoice for each item being claimed. If you booked your trip over the internet please also send copies of the cancellation emails you received If you booked your trip through a travel agent please also send copies of the agent’s cancellation confirmation

Medical / Injury / Death – The Medical Certificate must be completed by the usual GP. We are sorry but we cannot accept the medical certificate completed by anyone other than the usual GP of the person causing the cancellation. A copy of the original death certificate or a certified copy If the deceased was insured under this policy we will require a copy of the Grant of Probate

Redundancy – A letter from your employer confirming the date you were notified of your redundancy and the length of your employment

Withdrawal of leave – Your employer must provide a letter confirming that your planned leave was authorised and subsequently withdrawn. This must also include the date you were first notified of this and the reason why your leave has been withdrawn

Other Insurance – If you have submitted a claim connected to this one to another insurance company please send copies of all correspondence

This should be done as soon as cancellation is anticipated to ensure that any cancellation charges applied to the booking are kept as low as possible. It is important to note that if cancellation notice is unnecessarily delayed any increase in charges will likely be excluded from the claim.

These will have been provided to you by the tour operator or airline etc. at the time of booking and paying for the trip / holiday and then at the time of cancelling the booking. These are important to your claim and will be required so please contact them to obtain copies if you need to.

No, the cancellation claim can only include costs for those people insured under our policy. Non- insured claimants must claim through their own insurance and if necessary, refund you for any costs you paid on their behalf.

This has to be completed by the usual GP of the patient. It has to be the GP as he will have access to the patients previous medical history details which a consultant or specialist may not have.

Unfortunately we can only accept our medical certificate as it has been designed to ask questions relevant to this type of insurance claim. Our medical certificate will be emailed to you at the start of the claim.

Costs of this nature are your responsibility and cannot be claimed back as part of your overall claim.

As a general rule if the claim relates to an insured person our medical certificate must be completed as this will provide previous medical history details.

However, for cancellation as a result of the death of a non-insured person we suggest you send the death certificate first and we will advise you if further information is required.

This is where the tour operator sells the travel and accommodation as a whole instead of offering each element separately.

Some policies will cover pre-booked excursion costs but only if these have been booked and paid for prior to departure from the UK. Please check your policy wording as these are not covered on all policies.

No, this tax is levied by airlines and only applies if you actually travel therefore it should be refunded by the airline if you cancel the flight.

No, the insurance only covers pre-paid holiday costs.

The purpose of travel insurance is designed specifically to cover a trip or holiday and so proof that a trip or holiday was booked is necessary to validate the cover.We need to validate that the insurance you purchased was appropriate for the trip you undertook in that it was for the correct destination and duration.

We use the rate of exchange that applied on the date of the incident by XE.com. If however you paid any bills by credit or debit card then we are happy to use the rate of exchange applied by your bank.  Unfortunately, we will not pay any commission charges that may be applicable. If you wish us to use this rate of exchange, please send a copy of your bank statement showing the £ sterling equivalent and rate of exchange applied.

Insurers have agreed to share the cost of a claim if more than one policy covers the same incident. This helps keep insurance premiums down and shouldn’t affect any no-claims bonus

An excess is the first amount of a claim that you are responsible for and may apply to more than one section of the policy and more than one incident.

The value of the excess will vary according to the type of insurance you have, it is usually shown in a table of benefits on your insurance policy but can also be found in the “what’s not covered” or “exclusions” part of the policy.

In some cases where a specific medical condition exists Insurers may apply an increased excess. This will be shown on the endorsement or medical screening document attached to your policy wording.

Some policies offer to waive this excess for a small increase in premium and this will be shown on your endorsement attached to your policy.

In most cases we deduct the excess from any payment we may make to you. If however you have no claim but have medical bills to settle overseas we may ask you to pay the excess direct to us – if so we will let you know how and when to do that.

Curtailment FAQs

The following covers a variety of questions you may have if you need to make a Curtailment claim as you returned home from your trip or holiday earlier than planned.

Proof of insurance and any medical endorsements – POLICY OR CERTIFICATE OF TRAVEL INSURANCE / VALIDATION CERTIFICATE – your claim will be delayed if you do not submit this. (Please note this is not the ATOL certificate)

Proof of travel – This must show total cost of the trip, the names of all passengers, the date of booking and the travel dates and come from the tour operator or airline. If you booked independent arrangements (i.e. car hire, travel tickets, accommodation etc.) please send the booking invoice for each item. If you booked your trip over the internet please also send copies of the confirmation emails you received. If you booked your trip through a travel agent please also send copies of the agents booking confirmation

Evidence to support the claim – Medical Certificate completed by the usual GP of the non-travelling person whose illness or injury caused the curtailment. We are sorry but we cannot accept the medical certificate completed by anyone other than the usual GP of the person causing the curtailment

Medical report issued by the overseas treating doctor advising of the need to return early

A copy of the original death certificateor a certified copy

If the deceased was insured under this policy we will require a copy of the Grant of Probate

Additional travel and accommodation costs – Hotel/accommodation invoice showing dates, costs and names of guests. Travel tickets / invoice showing date, cost and passenger names

Third party responsibility – Name, address and general information about the person or company whom you feel was responsible for your illness or injury. Photographic evidence should be provided if available. Police report if applicable. Details of any solicitor or company you have appointed to handle a personal injury claim on your behalf

Armed Forces Withdrawal of leave – Your commanding officer must provide a letter confirming that your planned leave was authorised and subsequently withdrawn. This must also include the date you were first notified of this and the reason why your leave has been withdrawn

Other Insurance – If you have submitted a claim connected to this one to another insurance company please send copies of all correspondence

The Emergency Assistance team handle your emergency case management whilst you are still abroad but once you return to the UK we, as the claims management company, take over and manage your personal claim and payment for outstanding medical bills. We do share information between us but it will be necessary for you to complete our claim form before we can continue with your claim.

Typically an Emergency Assistance company is appointed by Insurers to provide a 24/7 365 service to travellers in need of medical emergency assistance. They liaise with hospitals and doctors to ensure the most appropriate medical management and provide relevant guarantees for the medical costs. They also take care of extended medical stays, addition flights and accommodation and early return repatriations.

Most policies state under what circumstances and when you need to make contact with the emergency assistance company but usually they state you must make immediate contact in the event of a serious injury, illness or hospitalisation or where repatriation or curtailment is being considered. However, if you need help for any reason their number is available for you to use.

In these circumstances we would suggest you attach a covering letter to your claim form explaining what happened and why you didn’t contact the assistance company for approval. We will then review your claim based on the facts presented to us although this is no guarantee that the claim will be accepted.

In general insurance policies will not cover you for incidental expenses such as taxi fares (including those of a relative to visit you in hospital) food and drink and telephone calls.

Usually these are calculated on a proportionate value of pre-paid costs from the date of return to your home country so if you were on a 10 day holiday and returned after 8 days we would consider a claim for 2 days unused prepaid holiday costs.

Generally the curtailment cover is for the proportionate refund of unused travel and accommodation costs so if the flights were used you may not be entitled to claim a refund.

The purpose of travel insurance is designed specifically to cover a trip or holiday and so proof that a trip or holiday was booked is necessary to validate the cover. We need to validate that the insurance you purchased was appropriate for the trip you undertook in that it was for the correct destination and duration.

Wherever possible we will email you rather than use post or telephone so please keep an eye on your email account – including your junk or spam folder as your computer setup may force our email into one of those folders.

We use the rate of exchange that applied on the date of the incident by XE.com. If however you paid any bills by credit or debit card then we are happy to use the rate of exchange applied by your bank.   Unfortunately, we will not pay any commission charges that may be applicable. If you wish us to use this rate of exchange, please send a copy of your bank statement showing the £ sterling equivalent and rate of exchange applied.

Insurers have agreed to share the cost of a claim if more than one policy covers the same incident. This helps keep insurance premiums down and shouldn’t affect any no-claims bonus

An excess is the first amount of a claim that you are responsible for and may apply to more than one section of the policy and more than one incident.

In some cases where a specific medical condition exists Insurers may apply an increased excess. This will be shown on the endorsement or medical screening document attached to your policy wording.

Some policies offer to waive this excess for a small increase in premium and this will be shown on your endorsement attached to your policy.

In most cases we deduct the excess from any payment we may make to you. If however you have no claim but have medical bills to settle overseas we may ask you to pay the excess direct to us – if so we will let you know how and when to do that.

Medical FAQs

The following covers a variety of questions you may have if you need to make a Medical Expenses claim and includes claims for dental treatment and hospital benefit.

Proof of insurance and any medical endorsements – POLICY OR CERTIFICATE OF TRAVEL INSURANCE / VALIDATION CERTIFICATE – your claim will be delayed if you do not submit this. (Please note this is not the ATOL certificate)

Proof of travel – This must show total cost of the trip, the names of all passengers, the date of booking and the travel dates and come from the tour operator or airline. If you booked independent arrangements (i.e. car hire, travel tickets, accommodation etc.) please send the booking invoice for each item. If you booked your trip over the internet please also send copies of the confirmation emails you received. If you booked your trip through a travel agent please also send copies of the agents booking confirmation

Evidence to support the claim – Medical/dental receipts itemising the treatment/prescription and associated costs. Medical/dental reports detailing the condition and treatment provided. Written evidence from the treating doctor of the medical requirement to either extend the stay or return home early. Proof of admission and discharge date and time if you were treated as an in-patient

Additional travel and accommodation costs – Hotel/accommodation invoice showing dates, costs and names of guests. Travel tickets / invoice showing date, cost and passenger names

Third party responsibility – Name, address and general information about the person or company whom you feel was responsible for your illness or injury. Photographic evidence should be provided if available. Police report if applicable. Details of any solicitor or company you have appointed to handle a personal injury claim on your behalf

Death – Death certificate or certified copy. Grant of Probate or Letters of Administration if the deceased is the claimant

Other Insurance – If you have submitted a claim connected to this one to another insurance company please send copies of all correspondence

The Emergency Assistance team handle your emergency case management whilst you are still abroad but once you return to the UK we, as the claims management company, take over and manage your personal claim and payment for outstanding medical bills. We do share information between us but it will be necessary for you to complete our claim form before we can continue with your claim.

Typically an Emergency Assistance company is appointed by Insurers to provide a 24/7 365 service to travellers in need of medical emergency assistance. They liaise with hospitals and doctors to ensure the most appropriate medical management and provide relevant guarantees for the medical costs. They also take care of extended medical stays, additional flights and accommodation and early return repatriations.

Most policies state under what circumstances and when you need to make contact with the emergency assistance company but usually they state you must make immediate contact in the event of a serious injury, illness or hospitalisation or where repatriation or curtailment is being considered. However, if you need help for any reason their number is available for you to use.

A cost containment company is appointed by Insurers to liaise with hospitals, doctors and clinics to ensure that only the most reasonable and appropriate costs for the treatment given to you are charged. This won’t affect your medical care or your financial standing in that country but is important in controlling Insurers healthcare claims costs. If your claim has been referred to them they will be responsible for arranging the payment of any outstanding bills.

In general insurance policies will not cover you for incidental expenses such as taxi fares (including those of a relative to visit you in hospital) food and drink and telephone calls.

This is only paid to the person being hospitalised as an in-patient and is usually calculated from the date and time of your admission through to the date and time of your discharge. The amount payable is dependent upon the level of cover purchased and will be detailed in your policy schedule.

If you had to stay longer than planned due to medical advice and these costs were approved by the 24 hour emergency assistance team then these costs can form part of your medical expense claim.

It is not always possible to settle outstanding bills immediately as we may need to ask the hospital for more information so if you receive a reminder simply send it over to us and we’ll let their accounts department know why it’s still outstanding.

Don’t forget to include your claim reference number please!

Please don’t worry as this often happens. If you have already sent your claim form back to us simply send this unpaid bill onwards remembering to quote your claim reference number and providing it is a covered expense we will make the necessary arrangements to pay it.

If you have yet to submit your claim we would ask you to do this ASAP and mark this bill as unpaid. If it is a covered expense we will make the necessary arrangements to pay it.

The USA healthcare system is complicated and if you’ve been unlucky enough to be hospitalised you may receive many bills from different service providers. This is quite normal. Even though you may have contacted your emergency assistance company and they may have issued a guarantee, once your name is in the hospital records you may get reminders. If you do receive these you should send the bill to the assistance company. If you didn’t contact your assistance company you will need to register a claim with us. Until the claim is agreed by us you will still receive reminders and you will still be liable for its payment. On occasions the USA medical system means that they may use a debt recovery agent to contact you.

Some private hospitals are charging patients a deposit before any treatment is provided and this can be anything from £1,000 to £3,000 (in local currency). This is their right and unfortunately UK Insurers are unable to prevent it. If during your stay the hospital receives a guarantee from your assistance company that your claim is covered then they will normally refund you before you leave. If the deposit is not refunded you will need to speak to your assistance company to find out why a guarantee was not issued and when it will be as the hospital will not normally refund this without the guarantee. We are unable to refund the deposit as part of your claim process.

The UK currently has a reciprocal healthcare agreement with all European Economic Area (EEA) countries which means that if you need urgent or immediate medical attention whilst visiting the country the state healthcare will be provided at a reduced cost. This applies to UK residents and providing a National Insurance number is one way of proving your entitlement to this. We need this number to reclaim any costs falling under this agreement on behalf of your travel insurers.

Wherever possible we will email you rather than use post or telephone so please keep an eye on your email account – including your junk or spam folder as your computer setup may force our email into one of those folders.

We use the rate of exchange that applied on the date of the incident by XE.com. If however you paid any bills by credit or debit card then we are happy to use the rate of exchange applied by your bank.   Unfortunately, we will not pay any commission charges that may be applicable. If you wish us to use this rate of exchange, please send a copy of your bank statement showing the £ sterling equivalent and rate of exchange applied.

Insurers have agreed to share the cost of a claim if more than one policy covers the same incident. This helps keep insurance premiums down and shouldn’t affect any no-claims bonus

 

An excess is the first amount of a claim that you are responsible for and may apply to more than one section of the policy and more than one incident.

The value of the excess will vary according to the type of insurance you have, it is usually shown in a table of benefits on your insurance policy but can also be found in the “what’s not covered” or “exclusions” part of the policy.

In some cases where a specific medical condition exists Insurers may apply an increased excess. This will be shown on the endorsement or medical screening document attached to your policy wording.

Some policies offer to waive this excess for a small increase in premium and this will be shown on your endorsement attached to your policy.

In most cases we deduct the excess from any payment we may make to you. If however you have no claim but have medical bills to settle overseas we may ask you to pay the excess direct to us – if so we will let you know how and when to do that.

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Missed Departure FAQs

The following covers a variety of questions you may have if you need to make a Missed Departure claim.

Proof of insurance and any medical endorsements – POLICY OR CERTIFICATE OF TRAVEL INSURANCE / VALIDATION CERTIFICATE – your claim will be delayed if you do not submit this. (Please note this is not the ATOL certificate)

Proof of travel – This must show total cost of the trip, the names of all passengers, the date of booking and the travel dates and come from the tour operator or airline. If you booked independent arrangements (i.e. car hire, travel tickets, accommodation etc.) please send the booking invoice for each item. If you booked your trip over the internet please also send copies of the confirmation emails you received. If you booked your trip through a travel agent please also send copies of the agents booking confirmation

Evidence to support missed departure claims:

– Written evidence for your pre booked public transport and itinerary.
– Original unused tickets /receipts/tickets for additional travel and accommodation expenses.

– Evidence to support the breakdown of your vehicle i.e. repairers and/or breakdown recovery agent report.

– Evidence to support that you were involved in an accident i.e Police report, breakdown recovery agent report, motor insurance details and claim reference.
– Written evidence from the carrier (airline, coach company, cruise company, rail line etc.) confirming the exact reason for the cancellation or curtailment of the scheduled public transport and the date & time the cancellation was notified.

 

Other Insurance – If you have submitted a claim connected to this one to another insurance company please send copies of all correspondence

The Missed Departure cover is designed to provide cover for the additional travel and accommodation costs to enable you to continue with your trip and does not extend to cover you for the loss of holiday time as a result of the delay.

The cover is limited to additional travel and accommodation expenses travel delay and does not extend to cover you for out of pocket expenses.

The purpose of travel insurance is designed specifically to cover a trip or holiday and so proof that a trip or holiday was booked is necessary to validate the cover.We need to validate that the insurance you purchased was appropriate for the trip you undertook in that it was for the correct destination and duration.

Wherever possible we will email you rather than use post or telephone so please keep an eye on your email account – including your junk or spam folder as your computer setup may force our email into one of those folders.

We use the rate of exchange that applied on the date of the incident by XE.com. If however you paid any bills by credit or debit card then we are happy to use the rate of exchange applied by your bank.  Unfortunately, we will not pay any commission charges that may be applicable. If you wish us to use this rate of exchange, please send a copy of your bank statement showing the £ sterling equivalent and rate of exchange applied.

Insurers have agreed to share the cost of a claim if more than one policy covers the same incident. This helps keep insurance premiums down and shouldn’t affect any no-claims bonus

Personal Effects and Money FAQs

The following covers a variety of questions you may have if you need to make a claim for the theft, loss or damage to personal effects, have lost or had money stolen or had to replace your passport or travel documents whilst abroad.

The personal effects, money, passports and travel documents claim form has a checklist that details what type of evidence is required for claims for the theft, loss or damage to personal property, lost or stolen money or expenses incurred to obtain a replacement passport or travel documents but we’ve also included it here.

Proof of insurance and any medical endorsements – POLICY OR CERTIFICATE OF TRAVEL INSURANCE / VALIDATION CERTIFICATE – your claim will be delayed if you do not submit this. (Please note this is not the ATOL certificate)
Employer’s details and policy number where you are insured under a company scheme, insurance reference number etc.

Proof of travel – This must show total cost of the trip, the names of all passengers, the date of booking and the travel dates and come from the tour operator or airline. If you booked independent arrangements (i.e. car hire, travel tickets, accommodation etc.) please send the booking invoice for each item. If you booked your trip over the internet please also send copies of the confirmation emails you received. If you booked your trip through a travel agent please also send copies of the agents booking confirmation

Evidence to support money claims – Bank or building society statements showing cash withdrawal, currency conversion slips, Police report (please note it is a requirement of the policy that all losses/thefts are reported to the Police and a written report obtained)

Evidence to support personal effects claims – Original purchase receipts or credit card/bank statements showing purchase details, manuals and guarantee cards for watches, cameras, photographic equipment, laptops etc. Photos or valuations of jewellery
Airline or carrier tickets, baggage check tags,
Repair estimate or confirmation that item is beyond economical repair from a reputable dealer, (we may also ask for the item to be sent to us)
Police report for loss or theft; Carrier report, PIR (airline report) for airline loss or damage
Rental car agreement for theft from vehicles
Letter confirming items deemed irretrievably lost for losses whilst in the custody of the carrier / airline

Evidence to support passport / travel documents claims – Receipts for travel, accommodation and incidental expenses incurred to obtain a replacement passport or travel documents.
Police report

Third party responsibility – Name, address and general information about the person or company whom you feel was responsible for the loss or damage to your property other than for claims occurring in the custody of the airline or carrier.

Other Insurance – If you have submitted a claim connected to this one to another insurance company please send copies of all correspondence

Most policies state that proof of age, value and ownership of the items being claimed must be provided and the easiest way for this is to send in the purchase receipt. It is important to note that some policies may exclude a claim, or part of, if there is no proof of age, value and ownership.

Alternatives such as credit card /bank statements showing the purchase transaction date and value, insurance valuations, photographs, instruction manuals, guarantee documentation for watches, cameras or other electrical or electronic goods and duplicate receipts obtained from the store can be submitted in support of your claim but it is important to note that they are not guaranteed to be accepted as proof of value, age and ownership.

Typically your travel policy will be one of indemnity which means it will only put you back in the situation you were in at the time of the loss. This means that we will view each item and make reasonable adjustments to the value where necessary.

No. All damaged items must be kept as we may need to inspect them or have them assessed by a reputable repairer. We may reject a claim where the damaged items are no longer available so hold on to them until the claim is finalised.

We do not recommend you do this until we have had the opportunity to review the claim as the item may be repairable or we may be able to obtain a replacement through our supplier network at discounted rates.

A Property Irregularity Report is a report issued by an airline with reference to the loss, damage or delay of your checked-in bags. Airlines won’t begin looking for your lost bags until this form has been completed and with some airlines, the tracking number quoted on the form will enable you to track the whereabouts of your missing or delayed bags via their tracking agent’s website.

PLEASE NOTE: All claims for the loss/theft of personal effects whilst in the care of an airline must be submitted to the airline in the first instance. The policy provides cover for any losses that cannot be recovered from the airline. We are unable to consider a claim that has not be submitted to theairline that was responsible for your loss.

A Carriers report is a report issued by a carrier (shipping company, coach company etc.) with reference to the loss, damage or delay of your checked-in bags. Carriers won’t begin looking for your lost bags until this form has been completed and with some carriers, the tracking number quoted on the form will enable you to track the whereabouts of your missing or delayed bags via their tracking agent’s website.

PLEASE NOTE: All claims for the loss/theft of personal effects whilst in the care of an carrier must be submitted to the carrier in the first instance. The policy provides cover for any losses that cannot be recovered from the carrier. We are unable to consider a claim that has not be submitted to the carrier that was responsible for your loss.

Typically your insurance policy will say that you have to notify the police within 24 hours of the theft or loss and obtain a written police report detailing the circumstances and the items involved. If you can’t provide this or reported the matter to another authority then tell us on the claim form and attach whatever reports you do have. Your claim may not be covered but we will review it based on what you tell us.

This can be by way of cash withdrawal slips, bank statements or currency conversion slips. If your money wasn’t obtained by any of these methods then tell us why and we’ll let you know how you can prove the value and ownership.

The purpose of travel insurance is designed specifically to cover a trip or holiday and so proof that a trip or holiday was booked is necessary to validate the cover.We need to validate that the insurance you purchased was appropriate for the trip you undertook in that it was for the correct destination and duration.

Wherever possible we will email you rather than use post or telephone so please keep an eye on your email account – including your junk or spam folder as your computer setup may force our email into one of those folders.

We use the rate of exchange that applied on the date of the incident by XE.com. If however you paid any bills by credit or debit card then we are happy to use the rate of exchange applied by your bank.  Unfortunately, we will not pay any commission charges that may be applicable. If you wish us to use this rate of exchange, please send a copy of your bank statement showing the £ sterling equivalent and rate of exchange applied.

Insurers have agreed to share the cost of a claim if more than one policy covers the same incident. This helps keep insurance premiums down and shouldn’t affect any no-claims bonus

An excess is the first amount of a claim that you are responsible for and may apply to more than one section of the policy and more than one incident.

The value of the excess will vary according to the type of insurance you have, it is usually shown in a table of benefits on your insurance policy but can also be found in the “what’s not covered” or “exclusions” part of the policy.

In some cases where a specific medical condition exists Insurers may apply an increased excess. This will be shown on the endorsement or medical screening document attached to your policy wording.

Some policies offer to waive this excess for a small increase in premium and this will be shown on your endorsement attached to your policy.

In most cases we deduct the excess from any payment we may make to you. If however you have no claim but have medical bills to settle overseas we may ask you to pay the excess direct to us – if so we will let you know how and when to do that.

Travel Delay and Abandonment FAQs

The following covers a variety of questions you may have if you need to make a Travel Delay andAbandonment claim.

Proof of insurance and any medical endorsements – POLICY OR CERTIFICATE OF TRAVEL INSURANCE / VALIDATION CERTIFICATE – your claim will be delayed if you do not submit this. (Please note this is not the ATOL certificate)

Proof of travel – This must show total cost of the trip, the names of all passengers, the date of booking and the travel dates and come from the tour operator or airline. If you booked independent arrangements (i.e. car hire, travel tickets, accommodation etc.) please send the booking invoice for each item. If you booked your trip over the internet please also send copies of the confirmation emails you received. If you booked your trip through a travel agent please also send copies of the agents booking confirmation

Evidence to support travel delay claims – Written evidence from the carrier (airline, coach company, cruise company, rail line etc.) confirming the exact reason for the delay together with the original date and time of departure and the eventual date and time of departure.

Evidence to support abandonment claims – Cancellation invoice or “No Show” letter. Written evidence from the carrier (airline, coach company, cruise company, rail line etc.) confirming the exact reason for the delay, the date & time you cancelled the booking together with details of any alternative travel arrangements offered to you.

Other Insurance – If you have submitted a claim connected to this one to another insurance company please send copies of all correspondence

Typically the travel delay cover is a set benefit based on the number of hours you were actually delayed and does not extend to cover you for the loss of holiday time as a result of the delay.

Cover is only provided for specific causes of delay and the benefit is calculated on set time periods.

As the travel delay cover is a benefit you are entitled to claim from other sources as well.

Delays can change quickly – an apparent lengthy delay can be reduced by transferring to another carrier or departure point and as abandonment claims are only acceptable after a set delay period it is necessary to check in unless there has been a specific announcement requesting passengers NOT to check in to avoid congestion at departure points.

The travel delay cover is a set benefit based on the number of hours you were actually delayed and does not extend to cover you for out of pocket expenses.

Wherever possible we will email you rather than use post or telephone so please keep an eye on your email account – including your junk or spam folder as your computer setup may force our email into one of those folders.

We use the rate of exchange that applied on the date of the incident by XE.com. If however you paid any bills by credit or debit card then we are happy to use the rate of exchange applied by your bank.   Unfortunately, we will not pay any commission charges that may be applicable. If you wish us to use this rate of exchange, please send a copy of your bank statement showing the £ sterling equivalent and rate of exchange applied.

Insurers have agreed to share the cost of a claim if more than one policy covers the same incident. This helps keep insurance premiums down and shouldn’t affect any no-claims bonus Excess – what is this?

An excess is the first amount of a claim that you are responsible for and may apply to more than one section of the policy and more than one incident.

The value of the excess will vary according to the type of insurance you have, it is usually shown in a table of benefits on your insurance policy but can also be found in the “what’s not covered” or “exclusions” part of the policy.

In some cases where a specific medical condition exists Insurers may apply an increased excess. This will be shown on the endorsement or medical screening document attached to your policy wording.

Some policies offer to waive this excess for a small increase in premium and this will be shown on your endorsement attached to your policy.

In most cases we deduct the excess from any payment we may make to you. If however you have no claim but have medical bills to settle overseas we may ask you to pay the excess direct to us – if so we will let you know how and when to do that.

Vehicle Excess FAQs

The following covers a variety of questions you may have if you need to make a Vehicle Excess claim.

Proof of insurance and anyendorsements – POLICY OR CERTIFICATE OF INSURANCE / VALIDATION CERTIFICATE – your claim will be delayed if you do not submit this. 

Proof of travel (if applicable)– This must show total cost of the trip, the names of all passengers, the date of booking and the travel dates and come from the tour operator or airline. If you booked independent arrangements (i.e. car hire, travel tickets, accommodation etc.) please send the booking invoice for each item. If you booked your trip over the internet please also send copies of the confirmation emails you received. If you booked your trip through a travel agent please also send copies of the agents booking confirmation

A copy of your hire agreement.

A copy of the local police report – if required by law in the country where the loss occurs.

Evidence of the damage to the vehicle–A copy of the hire company accident damage report and photographic picture of the damage caused, please ensure that the date stamp on your camera is activated.

Evidence to support amount claimed – Invoices / Receipts / other documents confirming the amount you have paid in respect of the damage to the hired vehicle for which you are seeking reimbursement.

Copy of your credit/debit card statement showing payment of the damages which you are seeking reimbursement.

Evidence of repairs – A final repair invoice from the repairing garage which details the breakdown of parts and labour.

Driving licence– Copy of the driving licence of the policy holder and the person named on the hire agreement in control of the vehicle at the time of the incident.

Other Insurance – If you have submitted a claim connected to this one to another insurance company please send copies of all correspondence

Wherever possible we will email you rather than use post or telephone so please keep an eye on your email account – including your junk or spam folder as your computer setup may force our email into one of those folders.

We use the rate of exchange that applied on the date of the incident by XE.com. If however you paid any bills by credit or debit card then we are happy to use the rate of exchange applied by your bank.  Unfortunately, we will not pay any commission charges that may be applicable. If you wish us to use this rate of exchange, please send a copy of your bank statement showing the £ sterling equivalent and rate of exchange applied.

Insurers have agreed to share the cost of a claim if more than one policy covers the same incident. This helps keep insurance premiums down and shouldn’t affect any no-claims bonus

International Medical Rescue​

Registered in England & Wales / Registered Office:52 New Town Uckfield East Sussex TN22 5DE United Kingdom
Operational Address: 15 Eastlinks, Tollgate, Chandlers Ford, Eastleigh, Hampshire SO53 3TG, United Kingdom

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