Making a Claim

If you purchased your policy on or after 6th November 2019

If you need to contact Claims Settlement Agencies regarding a new or existing claim you can do this by the below methods:

Completing the online contact form using the above button

By emailing info@csal.co.uk

or by calling + 44 (0) 1702 553 443

If you need Emergency Medical Assistance whilst abroad or need to cut short your trip, please contact the Medical Emergency Assistance Company on
+44 (0) 203 819 7170 and quote your policy number.

If you purchased your policy prior to 6th November 2019

The above link also has a comprehensive FAQ’s section providing more information about the claims process and answering most questions.

If you need to contact Travel Claims Facilities regarding a new or existing claim you can do this by the below methods:

Completing the online contact form using the above button

By emailing claims@tifgroup.co.uk

or by calling + 44 (0) 203 829 6557

If you need Emergency Medical Assistance whilst abroad or need to cut short your trip, please call Emergency Assistance Facilities on
+44 (0) 203 829 6583 and quote your policy number.

For Non-Emergencies abroad, please call Emergency Assistance Facilities on
+44 (0) 203 829 6557 and quote your policy number.

Your right to Complain

If, for any reason, you consider that we have not kept our promise or you have any cause for complaint regarding this insurance please contact:

The Customer Services Manager at NOW Travel Insurance Services, 308-314 London Road, Hadleigh, Benfleet, Essex, SS7 2DD. If you are not satisfied with the way we have handled your complaint or if your complaint is regarding a claim, please contact: The Customer Care Manager, Claims Settlement Agencies, 308-314 London Road, Hadleigh, Benfleet, Essex, SS7 2DD.

Please always give details of the policy and complaint, together with the claims reference number. We will review your case and reply to you in writing. If you are still not satisfied you can contact the Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9SR

The complaints procedure above does not affect any legal rights you may have to take action against us. Please note that the Ombudsman will not normally review your case until such time we have made our final decision. Please give us the opportunity to handle your complaint before referring things to the Ombudsman.

The Financial Services Compensation Scheme

We are covered by the Financial Services Compensation Scheme. You and/or an Insured Person may be entitled to compensation from the Scheme if we are unable to meet Our obligations to You and/or an Insured Person under this contract. If You and/or an Insured Person are entitled to compensation under the Scheme, the level and extent of the compensation would depend on the nature of this contract. Further information can be obtained from the Financial Services Compensation Scheme (10th Floor, Beaufort House, 15 Botolph Street, London, EC3A 7QU) by phone on 0800 678 1100 or 020 7741 4100 and on their website at www.fscs.org.uk