Travel Insurance Claims Information

1) If you need to make a claim please obtain a claim form by telephoning or writing to the appropriate claims service below within 28 days of your return, quoting Makesure and which section of the policy you are claiming under

For Sections 1 To 20 Makesure Claims Department

For policies purchased before 1st February 2017

Please call our claims helpline on 0208 8653095 or write to Sussex House, Perrymount Road, Haywards Heath, West Sussex, RH16 1DN. Please quote your policy number.

For policies purchased from the 1st February 2017

Please call our claims helpline on 0345 122 3280. The phone line is open 24 hours a day 365 days a year. They will lodge your claim and may issue a claim form.

Legal Expenses

DAS Legal Expenses Insurance Company Limited, DAS House, Quay Side, Temple Back, Bristol, BS1 6NH, Tel: 0117 934 0171 (Mon-Fri 9am - 5pm)

For Section 22 – Dynamic Packaging Insurance International Passenger Protection Claims Office

For policies purchased before 1st January 2019

Please contact IPP House, 22-26 Station Road, West Wickham, Kent BR4 0PR
Telephone: +44 (0)20 8776 3752
Facsimile: +44 (0)20 8776 3751

For policies purchased from 1st January 2019

Please contact IPP Claims at Cunningham Lindsey, Oakleigh House, 14-15 Park Place, Cardiff CF10 3DQ
Telephone: +44 (0)345 266 1872

Any occurrence which may give rise to a claim should be advised as soon as reasonably practicable quoting your Policy Number, Travel Insurance Policy name and reference ESFI-V2.18

24 Hour Medical Emergency Service

IMPORTANT – please quote Reference MAKESURE.

For policies purchased before 1st February 2017

Intana Emergency Service provides immediate help in the event of an Insured Person’s illness or injury arising outside the United Kingdom – they provide a 24 hour multi-lingual emergency service 365 days a year and can be contacted by telephone or fax.

Emergency telephone number: UK 0208 (+44 208 outside UK ) 865 3094.

When an Insured Person calls upon the services of Intana Emergency Service it is a condition of service that Intana Emergency Service shall solely be responsible for all decisions on the most suitable and reasonable solution to any medical problem. The service includes, where necessary:

  1. Multi-lingual assistance with hospitals and doctors.
  2. Repatriation arrangements by escort and/or a medical attendant.
  3. Travel arrangements for other members of your party or immediate relative.
  4. On arrival in the United Kingdom , an ambulance service to hospital or home.

For policies purchased on or after 1/2/2017

If you need help following a medical emergency Assistance International is a 24-hour Worldwide emergency service. If you need help following a medical emergency, please call: 00 44 23 8064 4633 The numbers from the countries most often visited are as follows.France, Greece, Portugal, Spain and Italy: 00 44 23 8064 4633 USA and Canada: 011 44 23 8064 4633 Fax number: 00 44 23 8064 4616 E-mail:

We may record or monitor your calls for training purposes or to improve the quality of our service.

Information needed in medical emergencies

  1. Your name and address, and your contact details while abroad (phone and/or e-mail)
  2. The name of the agent who arranged this insurance
  3. The details of your booked outward and return journeys
  4. The type of help you need

If you go into hospital abroad and you are likely to be in for more than 48 hours, or you have to return home early, someone must contact Assistance International for you as soon as possible. We may be required to contact your GP in the United Kingdom to check your medical records.

Paying 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 money, contact Assistance International.



We aim to look after our customers and provide the best customer service. If you have a complaint you may contact Makesure at the following address or refer to your policy documents for detailed guidance.

Makesure Insurance Services limited
Pennine House
28 Leman Street
London, E1 8ER

Telephone UK Call Centre: 0203 873 6712

Did you

That if you have a pre-existing medical condition and it is not declared you may not be covered for emergency treatment while on holiday or cancellation prior to your holiday. Many holiday makers are under insured and do not take out the correct travel insurance cover.

Over 65's
Travel Insurance

Have you tried to get travel insurance, but have been penalised for being over 65 years in age, or over 70 years old. In fact if you are over 75 years old you are probably struggling to get any travel insurance cover anywhere in the UK.

Medical Conditions

If you have a pre–existing medical condition you have probably found it hard to get travel insurance cover. In particular you have probably had to call several companies to give full details of your medical conditions.

Buy with confidence

Makesure Insurance Services Ltd. Authorised and Regulated by the Financial Conduct Authority. Makesure Insurance Services Limited, Registered in England No. 5072999