How to make a claim on your travel insurance
Medical Emergency Assistance
In the event of a medical emergency abroad or if you need to
return home earlier than planned you should contact the Emergency
Assistance Service on
For policies issued on or after 24th December
2009
+44 (0) 2920 468 798
For Policies issued before 24th December
2009
+44 (0)845 601 6543
Ref: 1Stop Travel Insurance
The service is available 24 hours a day, 365 days a year.
Contacting our Claims Team
To report a claim please call the Claim's Line on
0844 482 0802 and we will arrange for a claim form to be sent to
you. You should notify us upon your return to the UK or within 31
days of the event, whichever is earlier. All claims are handled by
our in house claims department. Once you notify us of a claim a
member of staff will be allocated to handle it from first
notification through to conclusion.
Our claims department is open Monday to Friday: 9.00am -
5.00pm
0844 482 0802
claims@drakefieldinsurance.co.uk
Helping us to Help You
Please assist us in handling your claim quickly by:
- Answering all correspondence promptly
- Providing all information requested
- Quoting all references provided by us on your
correspondence
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 3 working days and answered
within 5 working days
Complaints
If you have cause to make a complaint about the service that you
receive from us, the sales process or the handling of your claim
please direct your complaint to:
Operations Manager
1Stop Travel Insurance,
West Wing,
6 Miles Gray Road,
Basildon SS14 3HJ
complaints@1stoptravelinsurance.co.uk
However, if your complaint relates to the policy wording or the
extent of cover, please direct your complaint to:
Head of Customer Care
AXA Assistance
7th Floor
Civic Drive
Ipswich IP1 2AN
Tel: 01473 205926
Fax: 01473 205101
Email:
customercare@axainsurance.co.uk
Should you not be satisfied with the outcome of any complaint
about your 1Stop Travel Insurance policy you can if you wish, refer
the matter to the Financial Ombudsman Service, at the following
address:
Financial Ombudsman Service
South Quay Plaza,
183 Marsh Wall,
London
E14 9SR
Telephone: 0845 080 1800