How to Make a Claim on your Travel Insurance

All claims are handled by our in house claims department.

Our claims team is headed by our Operations Manager. Once you notify us of a claim a member of staff will be allocated to handle it from first notification through to conclusion.

Medical emergency assistance

+44 (0)845 601 6543

(Please call only in an emergency)

Service Standards

You can expect the following service standards:-

  • 90% 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

Helping Us to Help You

Please assist us in settling your claim quickly by:-

  • Answering all correspondence promptly
  • Providing all information requested
  • Quoting all references provided by us on your correspondence

Contacting our Claims Team

To report a claim please call the Claim's Line on 0844 482 0802, we will partially complete the claim form and send it to you. We are able to communicate with you by post or email.

0844 482 0802 - Monday to Friday: 9:00am to 5:00pm

claims@drakefieldinsurance.co.uk

Complaints

If you have cause to make a complaint about the service that you receive from us please follow the steps below.

Step 1: In the first instance please write to: -

Operations Manager

Drakefield Insurance Services Limited

West Wing, 6 Miles Gray Road, Basildon, Essex SS14 3HJ
complaints@1stoptravelinsurance.co.uk

Step 2: If you are not satisfied with the response you can write to: -

The Quality Manager.

Inter PartnerAssistance S.A. Direktion fur Deutschland.

PO Box 57325, London E1W 1XX
customerservice@axa-assistance-claims.com

Step 3: Should you not be satisfied with the quality of service you have received from  1Stop Travel Insurance you can, if you wish, refer the matter to the Financial Ombudsman Service, at the following address:

Financial Ombudsman Service, Insurance Division, South Quay Plaza, 183 Marsh Wall, London E14 9SR, Telephone: 0207 964 1000. 

Should you not be satisfied with the quality of service you have received from Inter Partner Assistance S.A. Direktion fur Deutschland you can, if you wish, refer the matter to the Belgium regulator, at the following address:

Banking, Finance & Insurance Commission, Rue du Congres 12-14, 1000 Brussels, Belgium, Telephone: 00 32 (0)22205211.

 



Help & Assistance

Call Agents available today 8:00am to 9:00pm please call on 0844 482 0808



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