Travel Insurance Claims Information

If you need to make a claim it must be submitted within 60 days of the incident giving rise to the claim.

Check your policy wording to make sure your claim is valid.

For sections 1 – 21

Contact the Claims Service for a claim form by visiting www.csal.co.uk or by email on claims@mstream.co.uk or by phone on 0330 660 0785.

They will advise you of any additional supporting documentation required.

For section 22

FINANCIAL FAILURE PROTECTION CLAIMS

To claim either visit the IPP website at www.ipplondon.co.uk and download a claim form or write to IPP Claims Office, 22-26 Station Road, West Wickham, Kent, BR4 0PR, phone +44 (0) 20 8776 3752, email info@ipplondon.co.uk.

IN-PATIENT TREATMENT OR OUT-PATIENT TREATMENT EXPECTED TO BE OVER £1,000

Our Emergency Medical Assistance Service is a 24-hour Worldwide emergency service. If you need help following a medical emergency, please call: 0330 660 0785 or email assistance@mstream.co.uk as soon as possible.

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

You will be given advice on what to do and the assistance you require. All receipts for medical consultations / treatment / medication etc. should be retained and submitted to support your claim.

OUT-PATIENT TREATMENT LESS THAN £1,000 IN THE FOLLOWING COUNTRIES ONLY: Spain, Greece, Cyprus, Egypt, Turkey and Portugal

If you need out-patient medical treatment and the costs are likely to be less than £1,000 please provide a copy of your insurance certificate to the doctor and your treatment will be paid for by ChargeCare International in line with the policy wording. In such cases the doctor will ask you to fill in a simple form to confirm the treatment and may ask you to pay the policy excess. The doctor will then send the medical bill and supporting documentation to ChargeCare International for repayment.

OUT-PATIENT TREATMENT LESS THAN £1,000 IN ALL OTHER COUNTRIES NOT LISTED ABOVE.

Contact the Claims Service for a claim form by visiting www.csal.co.uk or by email on claims@mstream.co.uk or by phone on 0330 660 0785. They will advise you of any additional supporting documentation required (this will depend upon the circumstances and nature of the medical claim). All receipts for medical consultations / treatment / medication etc. should be retained and submitted to support your claim.

N.B. FAILURE TO CONTACT THE ASSISTANCE COMPANY MAY RESULT IN A CLAIM BEING INVALID.

Complaints

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
know?

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.

Pre-existing
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