making a claim

How to claim on your travel insurance policy

Making a claim can sometimes appear complicated and even daunting, which is why we have set out the following information to help you validate your claim and help us deal with your claim quickly and fairly (however, these guidelines are not a substitute for the policy terms, conditions, limitations and exclusions which you should read carefully). When contacting the claims department, please have the following information at hand:

  1. Name of Your policy and where it was purchased
  2. Policy number
  3. Resort and country visited
  4. Value of claim
  5. Brief circumstances
  6. Travel dates
  7. Date your policy was purchased
  8. Incident date

Contact details

All general claims are handled by White Horse Insurance.

Tel: +44 (0) 871 895 0074
        Opening hours are 9.00am - 5.00pm, Monday to Friday
Post: White Horse Adminstration Services Limited, PO Box 5633, Walsall, WS6 9BB

24 Hour Emergency Assistance

This service is available to You and operates 24 hours a day, 365 days a year for advice, assistance, making arrangements for hospital admission, repatriation and authorisation of medical expenses..
Tel: +44 (0) 1992 454277

Ensuring your claim runs smoothly

At the time you buy this travel insurance, if you are aware of any circumstances that may result in a claim, you must tell the Travel Insurance booking staff.

  • Ensure you take all travel insurance documentation with you when you travel.
  • Obtain written confirmation of any travel delay or cancellation from the airline, ferry, railway or coach operator.
  • Take all possible precautions for safeguarding your belongings.
  • If your belongings are lost or damaged, report it to the required authority within 24 hours (e.g. police, airline, hotel etc) and obtain an official report.
  • Retain all receipts, accounts and documentary evidence as you will need them to make your claim. Items with a value of £50 or more, must be supported with the original receipt.
  • In the event of death, medical expenses, accidental injury or illness likely to require hospitalisation, repatriation or any alteration to travel plans, call the Emergency Helpline immediately.
  • Do not discuss, agree or pay any potential claim against you for personal liability.
  • Written notice of any claim should be submitted to the Claims Handler as soon as possible.
  • In order to notify a claim, call or write to the Claims Handler and you will be sent a claim form.