Making a Claim


If something’s gone wrong and you need to make a claim, don’t worry – we’ve tried to make it as simple as possible.

You can find full details of the Claims Procedure on page 14 of the Insurance Policy.

Please also pay particular attention to ‘What to do if you wish to make a claim’ under each section of cover.

For all Sections other than Consular Assist and Gadget cover

We have appointed Travel Claims Facilities to look after claims.

You can obtain a claim form by the following:

Online at:

In writing to:
Travel Claims Facilities
1 Tower View
Kings Hill
West Malling
ME19 4UY

Telephone: 0203 829 6761 – open 8.30am to 6pm Monday to Friday.

Fax: 08706 205 001

Consular Assist

All potential claims must be reported initially to the Claims Helpline Service for advice and support.

In the event of a claim under this policy, you must call the Emergency Helpline Number on 033 33 70 70 70 and report the circumstances that have given rise to a claim.

The Emergency Helpline Number is operated 24 hours a day 365 days a year.

Gadget Cover

You must notify Direct Group Ltd. (the claims handler) on 0203 794 9300 (Monday to Friday 9am to 6pm) as soon as possible, but in any event within 28 days of any incident likely to give rise to a claim under this insurance.

Alternatively, email