Making a Claim Policies purchased prior to March 2023

Notify the travel agent/tour operator immediately you need to cancel and obtain a Cancellation invoice. If you delay we will only pay for those that you would have had to pay on the date it would have been reasonable for you to cancel.

• Schedule of Insurance (if Annual Multi-trip insurance a copy would be sufficient)
• Medical Screening Confirmation (where applicable)
• Booking Confirmation
• Cancellation Invoice
• Medical Certificate (completed by the usual GP of the person whose condition gives rise to the claim)

Download a Cancellation Claim Form.

The fastest and easiest way to make a claim is online at: www.submitaclaim.co.uk/fre

The process should take approximately 10-15 minutes to complete (depending on the type of claim).

Please submit your claim to Claims Settlement Agencies and you have any questions or concerns you can contact them on the following:

Write to: 308-314 London Road, Hadleigh, Benfleet, Essex SS7 2DD

Email: info@csal.co.uk

Tel: 01702 553 443

Claims Settlement Agencies are open Monday to Friday between 9am and 5pm.

Emergency Medical
Contact the 24-hour Medical Emergency Assistance provider immediately if you are admitted as an inpatient.

Curtailment/cutting short your trip
Contact the 24-hour Medical Emergency Assistance provider to confirm that the reason for cutting short your trip will be covered and that your expected additional expenses are reasonable

When returning your claim form please ensure the following original documentation is included:

• Schedule of Insurance (if Annual Multi-trip insurance a copy would be sufficient)
• Medical Screening Confirmation (where applicable)
• Booking Confirmation
• Cancellation Invoice
• Medical Certificate (completed by the usual GP of the person whose condition gives rise to the claim)

Ski Pack Claims

• Written confirmation from the treating doctor that you were unable to use the remaining proportion of your ski pack
• Original Receipts/Invoices for the Ski Pack items showing how many days they were booked for and the amount paid

For Curtailment Claims

• The Medical Certificate completed by the usual treating GP of the person causing the claim
• The Tour Operator’s report into the incident which caused the curtailment (where available)
• Any flight tickets/boarding passes etc. which confirms the return home journey

Download a Medical and Curtailment form. 

Download a Medical Certificate.

The fastest and easiest way to make a claim is online at: www.submitaclaim.co.uk/fre

The process should take approximately 10-15 minutes to complete (depending on the type of claim).

Please submit your claim to Claims Settlement Agencies and you have any questions or concerns you can contact them on the following:

Write to: 308-314 London Road, Hadleigh, Benfleet, Essex SS7 2DD

Email: info@csal.co.uk

Tel: 01702 553 443

Claims Settlement Agencies are open Monday to Friday between 9am and 5pm.

 

Damage to Baggage/Ski Equipment during your trip

Retain the items in case we wish to see them (note: You may not abandon any property to us). You will need to obtain an estimate for repair or a letter confirming that the damage is irreparable.

Delay of Baggage / Ski Equipment in transit

Retain your tickets/luggage tags and report the matter to the carrier and obtain a Property Irregularity Report form or its equivalent. If your personal baggage is delayed for more than 8 hours on your outward journey and you need to buy or hire essential items, ensure that you keep all receipts.

Loss of Baggage / Ski Equipment, Personal Money, and Travel Documents during your trip

Notify the police as soon as possible (within 24 hours of discovery or as soon as possible after that) and obtain a written report and reference number from them. Also, report the loss to your tour operator’s representative or hotel/accommodation manager and if possible obtain a written report. You will be expected to provide proof of purchase/ownership and/or receipts or pre-loss valuations.

When returning your claim form please ensure the following original documentation is included:

For all claims

• Schedule of Insurance (if Annual Multi-trip insurance a copy would be sufficient)
• Medical Screening Confirmation (where applicable)
• Booking Confirmation
• Cancellation Invoice
• Medical Certificate (completed by the usual GP of the person whose condition gives rise to the claim)

Claims for damaged items

• Written confirmation from a trade’s person to confirm the cost to repair the item or to confirm the item is beyond economical repair.

Claims where an airline/carrier is involved

• Incident report to confirm loss/damage or delay has been reported to the carrier (as required) in the event the incident involves an airline this document is a Property Irregularity Report or PIR (we are unable to return this document)
• Baggage delivery report/proof of delivery which will confirm the length of the delay to your baggage (we are unable to return this document)
• Baggage tags and tickets

If your baggage has been irretrievably lost by the airline please forward

• Written confirmation from the Airline to confirm the baggage has been irretrievably lost
• Written confirmation from the Airline to confirm the amount of compensation due to you from them as a result of the loss of your baggage

If you have suffered a theft or lost items during your trip please forward

• The original police report to confirm you have reported the loss (as required)
• The local tour operator’s representatives report into the incident (where available)
• Proof of the pre-loss drawings/currency exchange for the money you are claiming for

Download a Baggage, Personal Money and Documents Claim Form.

The fastest and easiest way to make a claim is online at: www.submitaclaim.co.uk/fre

The process should take approximately 10-15 minutes to complete (depending on the type of claim).

Please submit your claim to Claims Settlement Agencies and you have any questions or concerns you can contact them on the following:

Write to: 308-314 London Road, Hadleigh, Benfleet, Essex SS7 2DD

Email: info@csal.co.uk

Tel: 01702 553 443

Claims Settlement Agencies are open Monday to Friday between 9am and 5pm.

You need to obtain a letter from the airline, railway company, or shipping line (or their handling agents) which shows the scheduled departure time, actual departure time, and the reason for the delay. If You are delayed getting to Your Departure Point, You must provide proof of the delay (e.g. a Police or motoring organisation report) and provide receipts for necessary expenses incurred.

When returning your claim form please ensure the following original documentation is included:

• Schedule of Insurance (if Annual Multi-trip insurance a copy would be sufficient)
• Medical Screening Confirmation (where applicable)
• Booking Confirmation
• Cancellation Invoice
• Medical Certificate (completed by the usual GP of the person whose condition gives rise to the claim)