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.