How do I make a claim?
Contact OneCall on 0845 122 3280 as soon as possible to report the matter to us.
OneCall will take details of the claim and will send you a repotr form to complete and return to us.
When we assess the claim we will refer to the medical and other declarations you made when you took out the Travel Insurance Policy. It is therefore important that this was completed correctly as any non-disclosure or misrepresentation could mean that we will be unable to deal with your claim.
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I need emergency medical assistance, what do I do?
If you need help in a medical emergency contact Assistance International on +44 23 8064 4633
The number from the countries most often visited is:
France, Greece, Portugal, Spain and Italy:
00 44 23 8064 4633
USA and Canada:
011 44 23 8064 4633
The Fax number is +44 23 8064 4616
Assistance International will require the following information from you:
- Your name, address and date of birth.
- Your contact number abroad.
- The name of the agent who you purchased the travel insurance from.
- Your Policy number which is on your Schedule.
- The dates of your journey.
- Details of the hospital or Doctor you attended along with their contact details.
If you go into hospital abroad and you are likely to be in for more that 48 hours, or you have to return home early, someone must contact Assistance International for you immediately.
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Who will pay for my medical fees?
If possible, you should pay for your medical treatment and then claim these costs back when you return home. If you cannot pay the medical costs out of your own funds or if you are hospitalised for more that 24 hours, contact Assistance International.
Full details of what is and what is not covered by your Travel Insurance Policy can be found in your Policy Booklet.
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What information does Fortis need?
Attached to the report you receive from OneCall will be a Claim Checklist. This lists the information and documents we will need to consider your claim. Further information and/or documentation may also be required in some cases. This will be requested by your Fortis Claims Handler.
The information required will be different according to the type of claim you are making. However, as a general guide:
- Policy Document/Certificate of Insurance.
- Travel Insurance Schedule or Policy Confirmation.
- If your holiday was arranged through a Tour Operator, their booking invoice.
- Used and/or unused flight or travel tickets
- Police, Airline or other relevant reports.
- Receipts, proof of purchase or, in the case of loss or theft of cash, currency exchange slips.
- Bills, invoices and receipts for medical or other expenses.
Note: Photocopies of your Insurance documents will be accepted. However, we will require the originals of all other documentation.
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How will my claim be handled?
Once we have received your completed report form, all the necessary documentation and your claim has been validated, we will send you a settlement cheque or a letter of response within 5 working days.
Any settlement may be subject to policy limits and excesses. Details of these can be found in your Policy Booklet.
We are unable to arrange to replace a lost, damaged or stolen item. We will, send you a cheque for the replacement of any items to their current market value less an amount for wear and tear and loss of value.
Please do not dispose of any damaged items until your claim has been settled, we may wish to see them.
Insurers and their agents share information with each other to prevent fraudulent claims and to assess whether to offer insurance including the terms via the Claims and Underwriting Exchange register, operated by Insurance Database Services Ltd. A list of participants is available on request. Any information you supply to us will be provided to the participants.
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