Claims

How to Make a Claim on Your Travel Insurance

Emergency Assistance

Emergency Assistance for policies purchased on or after 24th December 2010
+44 (0)113 318 0195

Emergency Assistance for policies purchased before 24th December 2010
+44 (0)203 060 9699

(Please call only in an emergency)

How to Make a Claim

All claims are handled by our in house claims department. Our claims team is headed by our Operations Manager. Once you notify us of a claim a member of staff where possible will be allocated to handle it from first notification through to conclusion.

Email: claims@drakefieldinsurance.co.uk

Service Standards

You can expect the following service standards:

  • 80% of telephone calls to be answered within 30 seconds
  • New claim acknowledged within 5 working days
  • All correspondence answered within 5 working days
  • Payments issued within 10 working days of finalisation
  • Complaints acknowledged within 5 working days

 

Helping us to help you

Please assist us in settling your claim quickly by:

  • Answering all correspondence promptly
  • Providing all information requested
  • Quoting all references provided by us on your correspondence

 

Complaints

If you have cause to make a complaint about the service that you receive from us please follow the steps below.

In the first instance please write to:

Operations Manager
Drakefield Insurance Services Limited
West Wing,
6 Miles Gray Road,
Basildon,
Essex,
SS14 3HJ

If you are not satisfied with the response you can write to:

The Customer Relations Manager
UK General Insurance Limited
Cast House,
Gibraltar Island Road,
Old Mill Business Park,
Leeds,
LS10 1RJ.

Travel Catastrophe Cover

Additional cover for Travel Disruption including volcanic ash now available. Please call for more details.

Medical Conditions

If you have a pre-existing medical condition please call our partner AA Travel Insurance on 0800 294 4836

Call Agents available today - 09:00am-5:00pm

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