Travel Claims

How to make a claim

You must have a valid current policy with us

24 HOUR MEDICAL EMERGENCY AND REPATRIATION SERVICE

Contact the emergency assistance service: Ireland Assist Limited, part of Mapfre Assistance on International code +44 1454 640028 from outside the UK or 01454 640028 if calling within the UK. These lines are open 24 hours a day.

Email: traveldept@mapfre.com Please quote Voyager WEBroker

You can use this service outside the United Kingdom during your journey. If you have a medical emergency please contact Mapfre Assistance as soon as possible. Mapfre Assistance doctors and nurses and other technical support staff are on call 24 hours a day throughout the year. You may reverse the call charges when using this service. Please give Mapfre Assistance your age and your certificate number. The service is available if medically necessary and when you have a valid certificate of insurance. It includes,

• a guarantee to pay hospital or doctors fees;
• a translation service;
• repatriation arrangements to send you home by land, sea or air (accompanied by a nurse or doctor if necessary);
• necessary travel arrangements for your next-of-kin or the person with whom you are travelling (if covered under this policy); and
• an ambulance service to a hospital or nursing home or your home when you arrive in the United Kingdom (if necessary).

Outpatient treatment

For simple out-patient costs you should settle the clinic bill directly and claim this back upon your return.

For all other claims please call 01454 640027.

Lines are open 9am - 5pm Monday to Friday (except for public holidays).

Please have your certificate number to hand, and have ready any documents you may have that could be relevant to your claim (for example medical certificates, travel tickets, boarding passes, letters from authorities/public transport providers/airlines, depending on which section of cover you are claiming for).

If you do not have any documents with you, your claim might be delayed, please ask the operator for assistance.

You may need to get additional information about your claim while you are away. You may also be asked to send us additional information and documentation (we will give you advice if this becomes necessary). The nature of the documentation we need may include hotel bills, hospital bills, pharmacy receipts and/or taxi receipts and will depend on your individual circumstances and the type of claim you are making. Please read the general conditions contained in this policy document and the relevant sections of your policy for more information. We may refuse to reimburse you for any expenses for which you cannot provide receipts or bills.