Policies purchased on or after 1st November 2021
UIA Mutual Travel Insurance is arranged and administered by ROCK Insurance Group.
For 24/7 Emergency Medical Assistance Abroad
Call International Medical Rescue: + 44 (0)2380 177474
If you’re admitted to hospital as an inpatient, or expect your medical bill to be over £500, you must contact our Emergency Medical Assistance helpline right away. They can:
- Liaise with medical staff on your behalf
- Authorise payments
- Help to get you back to the UK (if medically necessary)
Please note that you are not covered under the policy for costs in excess of £500 unless they have been authorised by the emergency assistance team.
If you have one, please use your European Health Insurance Card (EHIC) or Global Health Insurance Card if you need treatment in EUROPE.
If you need hospital treatment in AUSTRALIA, you must enrol with the National Medicare Scheme.
If you are in SPAIN, GREECE, CYPRUS, PORTUGAL, EGYPT, MALTA, BULGARIA or TURKEY and need outpatient medical treatment please provide a copy of your policy documentation to the medical practitioner and ask the clinic to contact ChargeCare International. Your treatment will be paid by ChargeCare International in line with the policy. You will be asked to fill in a simple form to confirm the treatment and to pay the excess directly to the clinic.
Making a claim
It’s helpful to have the following to hand:
- Policy Number – found on your policy certificate
- Scheme Reference Number – found at the front of your policy wording document
- Any supporting documents for your claim, like receipts and police reports
Before you claim
It’s worth making sure you have all the documentation you will need to submit your claim. Check the policy wording to see what you will need. For example, if your claim is for a flight delay, you will need to provide written confirmation of the length of delay from the airline. Or if your baggage has been stolen, you’ll need to provide a police report.
What happens next
Your claim will be reviewed by International Medical Rescue and they’ll provide you with their decision. If your claim is accepted, they will then contact you to arrange payment via bank transfer.
When you make a claim on any insurance policy, you typically have to pay an excess. That’s the same for Travel Insurance too, and an excess will usually be deducted from the final amount you are paid.
We take all complaints very seriously and aim to help you resolve your issues swiftly – it helps us to improve our service. For complaints about how a claim or assistance case has been handled please contact:
International Medical Rescue,
15 East Links,
If we are unable to resolve your complaint, are dissatisfied with the outcome, or we have failed to provide our final response within 8 weeks of you raising a complaint, you may refer your complaint to the Financial Ombudsman Service. Please see your policy wording for full details.
UIA Mutual Travel Insurance is arranged by ROCK Insurance Group. ROCK Insurance Group is a trading name of Rock Insurance Services Limited an insurance intermediary which is authorised and regulated by the Financial Conduct Authority. Registration number 300317. Registered office: Griffin House, 135 High Street, Crawley, West Sussex RH10 1DQ. Registered in England and Wales No 04288578.
Policies purchased on or before 31st October 2021
UIA Mutual Travel Insurance is arranged and administered by AllClear Limited.
Call 0207 748 6479 as soon as possible to register your travel insurance claim.
All calls are answered by experienced claims handlers who are on hand Monday to Friday 9am - 5pm. They may ask you to gather the original receipts and invoices for any lost, stolen or damaged items.
It is recommended that you keep emergency contact telephone numbers somewhere easily accessible. If you require medical help in an emergency call: +44 207 748 0671 available 24 hours a day, 7 days a week.
Calls may be recorded or monitored for training purposes to improve the quality of our service.
AllClear Travel Insurance is arranged by AllClear Limited, which is registered in Gibraltar company number 117274. AllClear Limited is licensed and regulated by the Gibraltar Financial Services Commission number FSC1329B and trades into the UK on a freedom of services basis, FCA FRN 824283.