Frequently Asked Questions


We have provided the following questions and answers which we hope you will find useful. None of the answers given should be taken as an acceptance of liability for your claim and all FAQ’s should be viewed as a guideline only.

General FAQs

How can I make a Claim?
Go to our Claims page, download a claim form and away you go. You can also use the Claims page to register your claim online or you can call us on 01420-383010.
Can I return the claim form and supporting documents by e-mail?
Generally, Yes. However please note that we may require original documents so don’t destroy them. You can send the scanned documents to
What is the process once I return the documents to you?
If you’ve included a mobile number and email address (which we encourage you to do) you will receive automated messages providing your claim number and an indication of the timescale in which we would respond to you. We will also use these contact points throughout your claim so be sure to keep an eye on your emails and texts!
How long will my claim take to process?
This will depend upon the type of claim you make but we will work with you to make this as quick as possible.
Can you visit me to discuss my claim?
In most cases we can resolve claims by either writing to you (mostly by email) or by talking to you over the phone. However in some circumstances this may be beneficial if your claim is a complex one and if we feel it would be helpful to shorten the process. If this is the case we will contact you to arrange a meeting. This may be with someone who is acting on our behalf.
Can someone else act on my behalf?
Yes, but due to data protection rules we need you to provide us with your written agreement to this. If it’s an insured person you can simply sign the declaration on the personal details page as authority but for any non-insured person we would ask you to provide written authorisation giving their full name and address.
What is a Designated Claimant?
The data protection rules mean that we can only share information with the claimant and not an alternative insured person unless the claimant has given us permission to do so. Our claim form gives provision for you to authorise this by appointing an insured person as your Designated Claimant.
Will you pay my costs in submitting the claim?
No. All costs such as postage, photocopying, telephone calls etc. are your responsibility unless by specific exception and agreement with us. We also do not pay for any charges raised by the medical profession in completing medical certificates to support your claim.
What do I need to send in to support my claim?
There is a checklist attached to each type of claim form which gives a general overview of the documents needed to support a claim. Please take time to read this as it will help you to submit a complete claim and reduce the need for further requests from us.
What is the time limit on notifying and submitting a claim?
Generally notification must be as soon as possible but usually within 31 days from the end of the trip and claimants are urged to submit the claim papers as soon as possible.

In some cases we appreciate that delays may occur whilst you gather your evidence and information together and in these cases we would ask you to submit what you have and detail what is to follow. This will help us identify whether anything additional will be required which you may have overlooked.
How do I get my policy wording, schedule of insurance or endorsements?
These would have been issued to you at the point of sale and copies can be obtained by calling the company you bought the insurance cover from.
Why do you need my employer’s details?
Many companies offer employee travel insurance as part of their lifestyle employment package and this could contribute to any outlay we may make.
Why do you need my email address?
Wherever possible we will email you rather than use post or telephone so please keep an eye on your email account – including your junk or spam folder as your computer setup may force our email into one of those folders.
Will my claim be paid?
We will not be able to answer this until we receive your papers.
If you do accept my claim how will you pay me?
This will be done by bank transfer so our claim forms have a section for you to provide your bank details to us. Don’t worry, we store these details securely.
What is an IBAN?
This stands for International Bank Account Number and identifies the country, financial institution and the individual bank account required for international transactions.
What is a SWIFT code?
This stands for Society for Worldwide Interbank Financial Telecommunications and is an electronic messaging system between banks that carries payment instructions.
What do the “Insurance” words mean?
Most Insurers use a standard meaning or definition for specific words and it is considered best practise for them to include a list of the words and their definitions in the policy wording. Please refer to your policy wording for your definitions.
What does subrogation mean?
This means that if we pay your claim and someone else or another company was responsible then we are allowed to recover the payment we have made to you from them.
My Policy says I have to pay an excess – what is this?
An excess is the first amount of a claim that you are responsible for (it can also be known as a deductible) and may apply to more than one section of the policy and more than one incident.
How much is the excess?
The value of the excess will vary according to the type of insurance you have, it is usually shown in a table of benefits on your insurance policy but can also be found in the “what’s not covered” or “exclusions” part of the policy.
What is an increased excess?
In some cases where a specific medical condition exists Insurers may apply an increased excess. This will be shown on the endorsement or medical screening document attached to your policy wording.
What is an excess waiver?
Some policies offer to waive this excess for a small increase in premium and this will be shown on your endorsement attached to your policy. Additionally, some policies offer to waive this excess if an EHIC (European Health Insurance Card) is presented and used towards the cost of medical treatment. Check the terms and conditions of your policy wording to see if your policy offers this waiver.
When do I pay the excess?
In most cases we deduct the excess from any payment we may make to you. If however you have no claim but have medical bills to settle overseas we may ask you to pay the excess direct to us – if so we will let you know how and when to do that.
How do you convert foreign currency values to £ sterling?
We use the rate of exchange that applied on the first day you were treated as published by If however you paid any bills by credit or debit card then we are happy to use the rate of exchange applied by your bankers but unfortunately we will not pay any commission charges that may be applicable. If you wish us to use this rate of exchange the please send a copy of your bank statement showing the £ sterling equivalent and rate of exchange applied.
Why do you need to know about other insurance policies I may have?
Insurers have agreed to share the cost of a claim if more than one policy covers the same incident. This helps keep insurance premiums down and in most cases won’t affect any no-claims bonus you may have.
Unfortunately, a small minority of people submit false insurance claims. We have various systems and processes in place to prevent the payment of these claims and actively share data with our industry partners and the police. Where fraud is proven we always report the matter to the relevant authorities.
Why do you record telephone calls?
Calls are recorded for quality and training purposes and are used as part of our anti-fraud measures.
What happens if I am not happy with your service or the outcome of my claim?
We act on behalf of Insurance companies so we will apply the terms of your policy against the claim that you make. An Insurance policy will vary depending on how you bought it and the premium you paid so what is covered or excluded will also vary.

We make every effort to deal with your claim efficiently and accurately but if you are unhappy with what we have done, or are not doing, please let us know – you can use our contact us page to email our Customer Services Team who will look into your comments and get back to you.

If we cannot agree with you, then we will tell you what you can do next, which will normally be to follow the complaints procedure shown in your insurance policy.
Why will you only accept emailed documents in PDF format?
For an electronic document to be admissible in a court of law it must be created in a file format that cannot be altered without leaving an electronic footprint. The PDF format meets this requirement and is compatible with our computer systems.
Why do I have to “name” my electronic documents?
When you scan a document and save it as a pdf it automatically assigns a generic file name which is typically something like 6569872.pdf. We cannot identify what this document refers to from its file name whereas if it is named to best match its contents we can. We therefore ask that you rename your generic file name to something appropriate such as claim form.pdf or insurance policy.pdf.
It’s easy to rename a PDF. You simply right click on the file name, choose RENAME, and rename it!
Can I submit a compressed or Zip file?
Unfortunately we do not accept compressed/zipped files and you will therefore need to submit your pdf’s separately.
Why do you need proof of travel?
We need to validate that the insurance you purchased was appropriate for the trip you undertook in that it was for the correct destination and duration.
I have a question that isn’t answered here. What do I do?
If you still have a question about your claim that you would like answered please either call our customer services team on 01420 383010 or contact us by e-mail using our contact us page.
If you have a question about your policy terms and conditions then please contact the company from whom you purchased your insurance.
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