Can I claim online?
Am I covered to make a claim?
What will you need from me?
I don’t have all the documents, can I still claim?
Should I claim now or when I return to the UK?
How will my claim be settled?
How long will my claim take to settle?
Can you accept scanned images or photocopies of documents?
Can I send my documents to you when I get home?
Should I report theft or lost items to the police?
Can someone else deal with the claim on my behalf?
I am unwell and need to come home, what shall I do?
I need to visit a doctor whilst I am away, what should I do?
What if I have a complaint?
What steps are Endsleigh taking to prevent and detect fraudulent claims?
Can I claim online?
Yes. For non-medical emergencies the easiest way to submit a claim is online. Click here to notify us of a claim now.
For medical emergencies, please contact our partner AXA Medical Assistance on 0845 217 4472 (or 0203 0609 671 from abroad). Endsleigh use AXA Medical Assistance due to their expertise in handling medical emergencies abroad and they will assist you should emergency treatment or curtailment be necessary.
Am I covered to make a claim?
The extent of your cover will be dependent on the type of policy you chose to purchase. If you are unsure whether you are able to make a claim, please check your policy documents. We have put copies within your online account for easy access, just click here to log in.
What will you need from me?
In all circumstances, we will require copies of your travel documents to confirm your dates of travel and the location visited.
If your claim is for cancellation or curtailment, we will require confirmation of the cancellation from your airline or tour operator. Should the reason be due to illness, we will also require a doctor’s note confirming the relevant details.
Alternatively, if your claim is for lost or damaged property, we will request proof of ownership for the items. Acceptable proof of ownership include receipts, evidence of movement of funds (for example a bank statement), a photograph of the item, or for electrical items, a copy of the box or manual.
I don’t have all the documents, can I still claim?
We understand that it’s not always possible to provide proof of ownership and will do our best to accommodate your claim if you do not have the required information. If you are reporting your claim online, please tick the box to indicate you do not have the documentation available and a member of our Claims Department will contact you to discuss this further.
Should I claim now, or when I return to the UK?
Medical emergencies should be claimed for straight away, however for non-emergencies you can claim any time within 31 days of the incident.
How will my claim be settled?
In most cases, your claim will be settled by sending you a cheque for the value of the loss, less your policy excess.
For lost or damaged items, this value will be based upon the current replacement cost, less a deduction for wear and tear. For medical expenses, the value will be representative of that paid.
If you prefer, medical expenses can be negotiated and paid for directly with the hospital or clinic. Should you wish to take this option, please contact our partner AXA Medical Assistance, on 0845 217 4472 (or 0203 0609 671 from abroad).
How long will my claim take to settle?
We will aim to settle your claim within five working days of receiving the relevant documentation.
To avoid delay, we recommend that you send your documentation to us as soon after reporting your claim as possible. For speed, this can be e-mailed to travel.claims@endsleigh.co.uk, quoting your policy number in the subject line.
Can you accept scanned images or photocopies of documents?
For non-medical claims, we are happy to accept scanned images, photographs or photocopies of documents, provided these are legible.
Original copies of medical documents are required if you are travelling within Europe, however scanned images or photocopies are otherwise acceptable.
Can I send my documents to you when I get home?
Yes. Please let us know if you intend to delay sending your documents and we will happily keep your claim open for when you are ready to proceed.
Should I report theft or lost items to the police?
Yes. All incidents of loss or theft should be reported to the police within 24 hours of discovery.
Can someone else deal with the claim on my behalf?
Yes. We understand that it may not be convenient for you to handle the claim and if you are notifying us of your claim online, you will be given the option of appointing a representative at this stage.
Alternatively, all we require is an e-mail from you to confirm the details of who you would like us to liaise with on your behalf. E-mails can be sent to travel.claims@endsleigh.co.uk, quoting your policy number in the subject line.
I am unwell and need to come home, what shall I do?
Claims for medical emergencies are handled by our partner, AXA Medical Assistance, due to their expertise in handling such situations abroad. Should you wish to make a claim under this aspect of your cover, please contact AXA Medical Assistance on 0845 217 4472 / 0203 0609 671. They are open 24 hours a day and can assist with your curtailment should it be medically necessary.
I need to visit a doctor whilst I am away, what should I do?
In the event of a serious illness or accident which leads to in-patient hospital treatment, please contact AXA Medical Assistance on 0845 2741 4472 (or 0203 0609 671 from abroad). Endsleigh use AXA Medical Assistance for their expertise in handling medical emergencies abroad, and after confirming cover, they will arrange for your medical expenses to be paid directly to the hospital.
Alternatively, for simple outpatient treatment you should pay the hospital or clinic directly and claim back the expenses directly from Endsleigh following payment. To claim for these costs, please click here to submit a claim online or call 0844 472 2502.
What if I have a complaint?
If our service does not meet your expectations please allow us the opportunity to put things right. To do this we would ask you to contact the person handling your claim in the first instance. However, should this not resolve the matter please contact our Customer Liaison Department by one of the following ways:
Telephone: 0800 0858 698 Monday to Friday 9am - 5:30pm
Fax: 01242 864971
Email: complaints@endsleigh.co.uk
Post: Customer Liaison Department, Endsleigh Insurance Services Limited, Shurdington Road, Cheltenham GL51 4UE.
Following receipt of your complaint any required investigations will be carried out and will be overseen by a specially selected and trained staff member - we call them Customer Liaison Supervisors, and they represent every part of our business. Following these investigations we will look to contact you to discuss the situation and look to resolve the matter with you.
What steps are Endsleigh taking to prevent and detect fraudulent claims?
Endsleigh takes fraud very seriously and every claim undergoes stringent checks.
We have a highly trained team which specialises in the detection and investigation of suspected fraudulent claims. It is their role to establish whether fraud has been committed by any party involved in the claim. We have various ways of investigating suspected fraudulent claims; one way we do this is by sharing information with other Insurers and the Police through various anti-fraud databases and credit searches.
Endsleigh views fraud as any act where information is dishonestly provided, with the intention for financial gain. If fraud is proven the claim will be invalid and may result in criminal prosecution against those involved.