The Claims Department
If you are unfortunate enough to have to make a claim on your policy, our claims team will do our best to process your claim efficiently and fairly based upon the terms and conditions set out in your policy wording.
For us to process your claim as quickly and efficiently as possible please read the following pointers:
When filling out the claim form please write clearly and legibly – we recommend using block capitals and a black pen.
Provide as much information regarding the circumstances of your claim as possible – if there is not enough room on the claims form use a separate sheet of paper;
If you are making a cancellation claim please obtain a claim form before you ask your doctor for a medical certificate;
Please make sure that you provide all the necessary supporting documentation with your claim form – at the end of each section in your policy wording there is a section headed, ‘What to do if you have to make a claim’ – this clearly tells you what is required;
We strongly suggest that you keep a copy of any items that you send to the Claims Department just in case something is mislaid in the post.
Our Covered2go Claims Department strives to provide the following levels of service:
- Claims forms – Where a claim form is required, this will be dispatched within 1 working day of the claim registration. Claims forms are also available online at www.travelclaimsfacilities.co.uk.
- Turnaround time – 10 Business Days from receipt of claim form, Phone calls – Wherever possible, call backs will be returned within 48 hours.
- Letter Response -Incoming correspondence will be responded to within 5 working days of receipt
- Complaints response – If a written complaint cannot be immediately resolved, it will be acknowledged within 5 working day of receipt. A substantive response to complaints will be provided within 10 working days of receipt Complaints will be resolved within 20 days of the initial complaint. (FCA standard).
We have appointed Travel Claims Facilities to look after your claim. If you require a claim form please obtain a form from the internet at: www.travel-claims.net. Alternatively please advise the section of the insurance on which you want to claim and scheme reference to:
Travel Claims Facilities,
1 Tower View, Kings Hill
West Malling, Kent, ME19 4YU
telephone: 08453 707 133
fax: 0870 620 5001
24 hour emergency medical assistance please contact
0845 260 3260