Making a Free Spirit Claim

If you require urgent medical assistance on your trip, you should first call an ambulance using the local equivalent of a 999 number. If you are travelling within the European Union, you should dial 112.

You should then contact the Healix Medical Assistance Service who are available 24 hours a day, 365 days a year. They can guide you on next steps, liaise with hospitals and clinics and manage payment of medical bills where necessary.

Call them on: +44 (0)208 608 4227

Or email: internationalhealthcare@healix.com

Please have the following information available when you (or someone on your behalf) contact the Medical Assistance Company so that your case can be dealt with swiftly and efficiently:

• Your name and address;
• Your contact phone number abroad including the hospital and treating doctor’s details;
• Your policy number shown on your Policy Schedule; and
• The name, address and contact phone number of your GP.
• Quote the scheme name which is: Free Spirit Travel Insurance.

You must notify your tour operator, travel agent, transport or accommodation provider as soon as you find out it is necessary to cancel your trip and request a cancellation invoice. If you fail to do so, the amount we will pay will be limited to the cancellation charges that would have been payable had such notification taken place.

You must ensure that the medical certificate in the cancellation claim form is completed by the doctor of the person whose injury, illness or death has caused the cancellation.

You can use the following contact details to raise, update or check the progress of your claim:

Roger Rich & Company Part of the Claims Consortium Group

+44 (0)1608 641 351 (Monday – Friday 9am-5.30pm)

Email: freespirit@claimsconsortiumgroup.co.uk

Write to: Travel Claims, Roger Rich & Company, 2a Marston House, Cromwell Park, Chipping Norton, Oxfordshire OX7 5SR

For your cancellation claim, you will need:

• A cancellation invoice from your tour operator, travel agent, transport or accommodation provider.
• If the cancellation is due to a medical condition, you must make sure you provide a medical certificate in the cancellation claim form which has been completed by the doctor of the person whose injury, illness or death has caused the cancellation.
• Schedule of Insurance (if Annual Multi-trip insurance a copy would be sufficient)
• Medical Screening Confirmation (where applicable)
• Holiday Booking invoice showing the date the holiday/trip was booked to travel, travel dates, destination, amounts paid and purchase of your travel insurance

If you need to cut your trip short due to a medical reason, you should contact the Healix Medical Assistance Service first.

If you need to cut your trip short for another reason, you can use the following contact details:

Roger Rich & Company, Part of the Claims Consortium Group

+44 (0)1608 641 351 (Monday – Friday 9am-5.30pm)

Email: freespirit@claimsconsortiumgroup.co.uk

Write to: Travel Claims, Roger Rich & Company, 2a Marston House, Cromwell Park, Chipping Norton, Oxfordshire OX7 5SR

• You must inform your tour operator, travel agent, transport or accommodation provider as soon as possible of your necessity to curtail your trip and request a cancellation invoice confirming the number of nights missed.
• You must request a curtailment claim form and ensure that the medical certificate is completed by the doctor of the person whose injury, illness or death has caused the curtailment.
• Schedule of Insurance (if Annual Multi-trip insurance a copy would be sufficient)
• Medical Screening Confirmation (where applicable)
• Holiday Booking invoice showing the date the holiday/trip was booked to travel, travel dates, destination, amounts paid and purchase of your travel insurance
• All Medical Receipts and Invoices

If your personal possessions or medical aids are lost or damaged whilst being transported, you must retain your tickets and luggage tags and report the loss or damage to your transport provider or their handling agents and obtain a Property Irregularity Report (PIR) form or its equivalent within 24 hours

In all instances where your personal possessions are lost or stolen, you must report to the police as soon as possible, and within 24 hours of discovery, and obtain a written report and reference number from them. You must also report the loss or theft to your tour operator’s representative or hotel/apartment manager wherever appropriate

To make a claim under this section of cover, you can use the following contact details:

Roger Rich & Company Part of the Claims Consortium Group

+44 (0)1608 641 351 (Monday – Friday 9am-5.30pm)

Email: freespirit@claimsconsortiumgroup.co.uk

Write to: Travel Claims, Roger Rich & Company, 2a Marston House, Cromwell Park, Chipping Norton, Oxfordshire OX7 5SR

• A written report and reference number from the police
• You must retain your tickets and luggage tags
• A Property Irregularity Report (PIR)

Your gadget must be in good condition and full working order before taking out this policy. If there is evidence that the damage, theft or loss happened before the policy start date your claim will be refused and no premium refund will be due.

Cover is only in place for accessories purchased in the UK. UK evidence of ownership for accessories will need to be provided at point of claim

• If you have lost your mobile phone, notify your service provider and blacklist your handset as soon as possible and within 24 hours of discovery that your mobile phone is lost.
• notify any loss or theft to the police, your carrier or tour operator’s representative and obtain a local independent written report during your trip.

• A copy of the receipt for any repairs made following damage in gaining entry to the locked vehicle must be supplied with any claim.
• Provide an itemised bill from your service provider showing any unauthorised calls.
• Please note that for mobile phones or other small gadgets, the cost of posting your gadget will need to be covered by you.
• Evidence of ownership – a document to evidence that the item(s) you are claiming for belongs to you. This can be a copy of the till receipt, delivery note, UK gift receipt, bank or credit card statements. The evidence of ownership should include the make, model and IMEI / serial number of the gadget and must be in your name, unless you are in possession of a UK gift receipt