Churchill Car Insurance Claims Procedure- 2

This is part II of the article. Please start reading this article from Part I onwards
You need to exchange details with those involved including:
• Name, address and phone number

• Vehicle make and model

• Registration number

• Insurance company

• Policy number

• Write down details of the accident and draw a sketch map of what happened. If you have a camera, take photos

• Take a note of the names, addresses and registration numbers of any witnesses

• If your car cannot be driven, we will usually arrange for it to be taken to the nearest suitable repairer with our 24 hour accident recovery service

Making a claim

After an accident

• After an accident, you need to tell us as soon as possible, we have a 24 hour claim line to make it easy to contact us. The number is 0845 603 3599

• We will then talk you through what happens next and take the details of your claim over the telephone

• We will tell you where your nearest recommended repairer is and organise for them to contact you

• Our recommended repairer will also arrange a courtesy car whilst your car is being repaired • Alternatively, you can have your car repaired at another garage but you must make sure we approve an estimate before having repairs carried out. Please do not take your car in for repairs before we have approved the estimate • Please don't forget you will be required to pay any agreed excess as shown on your Schedule The Claims process for Churchill Car Insurance As the claim proceeds you should follow our recommendations to make the claims procedure as quick and simple as possible. Keep all receipts and copies of any letters linked to your claim.

Link to previous articles: Churchill Car Insurance Claims Procedure Churchill Car insurance - Enhanced Courtesy Car Churchill Car Insurance - Legal Assistance Service Churchill Car Insurance: Online Quote Underlying Assumptions Life Insurance with Critical Illness Cover: Types of cover Direct Line Critical Illness Cover Overview

Churchill Car Insurance Claims Procedure

Churchill Car Insurance guarantees you full peace of mind while buying car insurance through smooth and easy online process or call and buy process. The same kind of friendly and helpful process can be expected from Churchill while making a claim for a Car Insurance if you’ve bought a car insurance policy from Churchill.

Being involved in an accident can be very traumatic. By being prepared, knowing what to do at the time and having a quick and easy claims process, you'll feel more in control and confident about how the process works.

Churchill Insurance Claim helpline 24 hour phone number is: 0845 603 3599.

However, just before you call us, make sure you have the right documents and the required information that is required by law. Hence, below we mention a checklist for you to ensure that you have the required and necessary things to make your car travel safer and enjoyable. Not only that, in case of a misfortunate incident of an accident, we also provide you with a list of what you should carry in your car and what should you do if you find yourself in an accident situation.

Be prepared with the following in your car

It's always useful to have these things in your car in case of an accident:
• Pen and paper

• First aid kit

• Torch

What to do at the accident scene

If you find yourself in an accident

• Stop! You must stop after an accident by law • You should check to see if anyone is hurt and if needed call an ambulance • If there has been an injury, you need to tell the Police and get an incident number • Providing it is safe to do so, you should not move the cars before an independent witness (if one is available) has noted their positions • Even if you feel you are at fault do not admit liability at the scene as we will take care of this for you

Link to previous articles: Churchill Car insurance - Enhanced Courtesy Car Churchill Car Insurance - Legal Assistance Service Churchill Car Insurance: Online Quote Underlying Assumptions Life Insurance with Critical Illness Cover: Types of cover Direct Line Critical Illness Cover Overview Directline European Breakdown Cover: Travel claims FAQ

Directline European Breakdown Cover: Travel claims FAQ

Q: What kind of details and additional information will I be asked to provide?
Q: What is a Policy Excess?
Q: What service does the emergency helpline offer?
Q: How will I know if my claim is covered by my policy?
Q: While I'm away from home, do I need to report any loss or theft to the police?
Q: What should I do if my belongings are damaged or temporarily lost in transit?
Q: What should I do if I need medical attention while abroad?
Q: What should I do if I need to return home urgently?
Q: What do I need to do in the event of a travel delay?
Q: Are there organisations I can contact for counselling if I am upset by the incident?
Q: How long will it take to sort out my claim?
Q: Who will deal with my claim once it has been reported?
Q: What measures do Direct Line take to prevent fraud?
What kind of details and additional information will I be asked to provide?

It is helpful if you keep receipts, guarantees, instruction manuals, valuations or photographs of your belongings as these may help to support your claim.
We may also ask you to provide us with estimates or invoices for claims involving replacement of items or medical expenses.

What is a Policy Excess?

This is the part of the claim that you agree to pay - we cover you for the remaining amount up to the limit of your cover. Our Claims representatives will inform you of the amount of the excess and details can also be found in your policy schedule.
We will deduct the amount of the Policy Excess from the settlement of your claim, or alternatively our appointed specialist or supplier will collect this amount from you on our behalf.

What service does the emergency helpline offer?

When away from home, the unexpected always happens at the most inconvenient time. If you are unable to contact us, you can call our emergency helpline service, which is operated in conjunction with Direct Line Assistance Service.
Direct Line Assistance Service are a specialist provider who operate a 24-hour emergency assistance service. They are available at any time to discuss the nature of your problem and to provide specialist advice and assistance to you.

How will I know if my claim is covered by my policy?

Our Claims representatives are fully trained and have an excellent knowledge of the policy cover you have arranged with us. Wherever possible, we will let you know during your first call to us whether your claim is covered by your policy. It may help you to read through your policy details before ringing us to report your claim.

While I'm away from home, do I need to report any loss or theft to the police

Yes, you should report any loss or theft to the police within 24 hours of discovery.In the event that you are unable to contact the police, a report should be made to either your tour representative, accommodation provider or carrier - for example the airline or ferry company.

What should I do if my belongings are damaged or temporarily lost in transit?

You should report any damage or temporary loss to your carrier (for example the airline or ferry company) and obtain a 'Property Irregularity Report' (commonly known as a 'PIR') from them. Please keep any damaged items for inspection.
If your belongings have been temporarily lost and you need to purchase any replacement items, please keep all your receipts as this will help us to deal with your claim.

What should I do if I need medical attention while abroad?

If the medical condition appears to be serious, you should contact our emergency helpline straightaway for advice and assistance. For any other medical treatment, you should pay any bills yourself and keep the receipts as this will help us to deal with your claim.

What should I do if I need to return home urgently?

In the event that you need to return home urgently - don't worry - simply contact our emergency helpline straightaway for advice and assistance.

What do I need to do in the event of a travel delay?

You should obtain written confirmation from the airline, train or ferry company, giving exact details of the reason for and length of the delay.

Are there any organisations I can contact for counselling if I am upset by the incident?

Direct Line, in association with Victim Support, can provide you with support when you need it the most. The emotional effects of a theft or loss can be difficult to deal with - you may feel angry, frightened or unsafe.
Most people suffer in silence, but you needn't - just sharing your thoughts can help. Together, Direct Line and Victim Support can help you pick up the pieces practically and emotionally.
Victim Support is the national charity offering victims of crime emotional support through trained volunteers and, if you need a knowledgeable and sympathetic ear, the service is available 24 hours a day.
Simply call the Victim Support line on 0845 30 30 900 or have a look at their web site at www.victimsupport.com

How long will it take to sort out my claim? Some claims are more straightforward than others - when you call us, one of our Claims Advisors will give you an indication of the timescales involved. Who will deal with my claim once it has been reported? We have our own dedicated Travel Claims Unit, based in our Glasgow office. The contact details are: Travel Claims Unit Direct Line House 14-18 Cadogan Street Glasgow G2 6QN Telephone - 0845 246 8680 Fax - 0141 204 4754 Calls may be recorded What measures do Direct Line take to prevent fraud? Our main aim is to ensure that our honest customers, which of course are the vast majority, are dealt with as soon as possible. However, we know that fraud is a reality and that a very small number of people provide false details in order to make up, or inflate claims. We believe that it is important that we identify these people and avoid paying such claims as they affect the cost of insurance for everybody. As fraud is a criminal offence, we believe it is our duty to forward details of fraud to the Police. There are a number of insurance industry databases through which we share information with other companies about claims and fraudsters. This allows us to use the latest technology to make many checks looking for unusual features and fraud. We also share some information about fraud with other companies within the financial services industry, the Police and other bodies where the law allows us to do so. These pages are for information purposes only. They do not form part of the contract of insurance.

Link to previous articles: Directline European Breakdown Cover: Travel claims Directline European Breakdown Cover Summary Directline Travel Insurance: European Breakdown Cover Directline Tradesman Business Insurance: Assumptions made Direct Line Tradesman Insurance: Claims FAQ Direct Line Tradesman Insurance: How to make a claim?

Directline European Breakdown Cover: Travel claims

Need to make a claim to Directline European Breakdown Cover? We're here to help you.

It is when you need to make a claim that you find out how good your travel insurer really is. You can be sure that we will deal with your claim quickly and fairly, paying up to the limit of your cover.

Call: 0845 246 8680

Lines open: 9am-5pm Monday to Friday

Out of hours call: 24-hour Emergency Helpline on:

Direct Line Assistance Service
+44 870 241 4628

Calls may be recorded. Max call charge from a BT landline is 3p per minute. Calls from other networks may vary.

Your step-by-step guide to making a travel claim

Before you ring us

Please have your policy number ready - you will find this at the top of your schedule.

What happens Next? You will be asked to provide details of your claim by one of our friendly Claims representatives. We will advise you whether your claim is covered by your policy and the amount of any excess which may apply. We will issue a claim form to you straight away. You may be asked to provide us with additional information to support your claim. We will explain to you what will happen next.

Link to previous articles: Directline European Breakdown Cover Summary Directline Travel Insurance: European Breakdown Cover Directline Tradesman Business Insurance: Assumptions made Direct Line Tradesman Insurance: Claims FAQ Direct Line Tradesman Insurance: How to make a claim? DirectLine Business Tradesman Insurance FAQ

Directline Tradesman Business Insurance: Assumptions made

Tradesman insurance assumptions - saving you time with your quote

Please ensure that the information provided by you is correct, and you comply with the statements on this page. Should you decide to buy this policy, these details will form the basis of the insurance contract between us. Incorrect information could invalidate all or part of the policy. Under European law you and we may choose which law will apply to this contact. English law will apply unless both parties agree otherwise. Our cancellation and complaints procedure is detailed in the policy documents, where you can also find the details of the 14 day cooling off period.

If your circumstances change between the date you purchase the policy and the date when you require the policy to commence, please call us. Incorrect information could invalidate all or part of the policy.

Mid term adjustments to your policy will result in a maximum amendment fee of £21.00 (including Insurance Premium Tax where applicable) in addition to any premium charged or refunded.

If you decide to cancel your policy during the period of insurance a cancellation fee will apply amounting to 1/12th of your annual premium, up to a maximum of £50.00 (calculated at the time of cancellation, plus Insurance Premium Tax where applicable).

• Neither You, nor Your Directors nor Your partners have ever had a proposal for insurance declined, renewal refused, cover terminated, increased premium required or special conditions imposed by any Insurer

• Neither You, nor Your Directors nor Your partners have ever been convicted of or have any prosecution pending for any offence involving arson, violence or dishonesty of any kind (e.g. involving fire, fraud, theft or handling stolen goods)

• Neither You, nor Your Directors nor Your partners have ever been subject of a County Court Judgement (or the Scottish equivalent) or been declared bankrupt or insolvent.

• The number of persons working manually in the business (total of Proprietors, Partners, Employees, Working Directors, Labour Only Sub-Contractors and Trainees) does not exceed the maximum allowed of 10.

• Your business does not involve the use of hazardous substances, such as Radioactive Substances/Devices, Explosives, or materials giving rise to dust, flames or vapours, discharge of toxic or dangerous substances into the atmosphere, waterways or elsewhere and any substance regulated by COSHH regulations

• Your business does not use Cranes, Hoists, Passenger Lifts, Escalators and Scaffolding unless erected by a specialist scaffolding Contractor. Your business does not operate in what may be considered a high risk environment, such as Nuclear Plant/Power Stations, Gas or Chemical Works, Oil Refineries/Bulk Oil Storage, Off Shore Structures, Airfields/Airports, Railway Property, Quarries, Towers, Steeples, Chimney Shafts, Bridges, Viaducts, Flyovers, Underpasses, Docks, Harbours, Piers, Wharves, Dams, Reservoirs, Lakes, Rivers, Foundries or Forges, or in connection with Tunnelling, Mining, Piling, Ground Stabilisation, Underpinning, Dewatering, Water Diversion, Flood Protection, or Sea Defences, processes involving a noise level exceeding 90 decibels, Manual Work outside of the EEC.

Link to previous articles: Direct Line Tradesman Insurance: Claims FAQ Direct Line Tradesman Insurance: How to make a claim? DirectLine Business Tradesman Insurance FAQ Direct Line Business Insurance: Overview Directline Life Insurance: Level of Cover you need Directline Life Insurance: Tips and Advice

Direct Line Tradesman Insurance: Claims FAQ

Frequently asked claims questions

Q: What questions will I be asked when I phone to register my claim?
Q: What kind of additional information will I be asked to provide?
Q: What is a Policy Excess?
Q: How will I know if my claim is covered by my policy?
Q: Are there any organisations I can contact for counselling if I am upset by the incident?
Q: Will my premium increase at the next renewal date if I make a claim?
Q: How long will it take to sort out my claim?
Q: Who will deal with my claim once it has been reported?
Q: What measures do Direct Line take to prevent fraud?
What questions will I be asked when I phone to register my claim?
We will ask you what happened and when it happened and what action you've taken so far. Then we'll ask you what it is you're claiming for and the approximate cost(s) involved.

What kind of additional information will I be asked to provide?
It is helpful if you keep receipts, guarantees, instruction manuals, valuations or photographs for your most valuable items in a safe place as these may help to support your claim. By valuable items, we mean tools, computer equipment and business equipment whilst in transit in your vehicle.
We may also ask you to provide us with estimates or invoices for claims involving repair or replacement of items.
If the claim involves a repair, we normally request two estimates for comparison purposes.
If the incident involves theft or criminal damage, or if any property has been lost outside of the workplace, you should inform the police immediately and make a note of the police incident number.

What is a Policy Excess?
This is the part of each claim that you agree to pay - we cover you for the remaining amount. The experienced claims handler will inform you of the amount of the excess and details can also be found in the policy schedule.
We will deduct the amount of the Policy Excess from the settlement of your claim, or alternatively our appointed specialist or supplier will collect this amount from you on our behalf.

How will I know if my claim is covered by my policy?
Our experienced claims handlers are fully trained and have an excellent knowledge of the policy cover you have arranged with us. Wherever possible, we will let you know during your first call to us whether your claim is covered by your policy.
It may help you to read through the policy booklet along with your schedule of cover before ringing us to report your claim.

Are there any organisations I can contact for counselling if I am upset by the incident?
Direct Line, in association with Victim Support, can provide you with support when you need it the most. The emotional effects of a theft or loss can be difficult to deal with - you may feel angry, frightened or unsafe.
Most people suffer in silence, but you needn't - just sharing your thoughts can help. Together, Direct Line and Victim Support can help you pick up the pieces practically and emotionally.
Victim Support is the national charity offering victims of crime emotional support through trained volunteers. If you need a knowledgeable and sympathetic ear, their services are available 24-hours a day.
Simply call the Victim Support line on 0845 30 30 900 or have a look at their website at www.victimsupport.com. Calls may be recorded.

Will my premium increase at the next renewal date if I make a claim?
Our tradesman insurance policies do not include a 'no claims discount', as we feel it would be unfair to penalise clients for the many types of trade claims which are totally outside of their control e.g. flood, fire or theft. However, making several claims under your policy could result in an increased premium at the next renewal date. This depends on the number, type and value of claims you make. Our premiums are calculated individually and you will be notified in advance of the renewal date.

How long will it take to sort out my claim?
Some claims are more straightforward than others - when you call to register your claim one of our experienced claims handlers will give you an indication of the timescales involved.

Who will deal with my claim?
Our Claims Handling Centre is based in Liverpool. The details and contact numbers will appear on any correspondence we send you.

What measures do Direct Line take to prevent fraud? Our main aim is to ensure that our honest customers, which of course are the vast majority, are dealt with as quickly as possible. However, we know that fraud is a reality and that a very small number of people provide false details in order to make up, or inflate claims. We believe it is important that we identify and avoid paying such claims, as they affect the cost of tradesman insurance for everybody. As fraud is a criminal offence, we believe it is our duty to forward details of any fraudulent activities to the Police. There are a number of insurance industry databases through which we share information with other companies about claims and fraudsters. This allows us to use the latest technology to conduct checks for unusual features and fraud. We also share information about fraud with other companies within the financial services industry, the Police and other bodies where the law allows us to do so. These pages are for information purposes only. They do not form part of the contract of insurance.

Link to previous articles: Direct Line Tradesman Insurance: How to make a claim? DirectLine Business Tradesman Insurance FAQ Direct Line Business Insurance: Overview Directline Life Insurance: Level of Cover you need Directline Life Insurance: Tips and Advice Directline Life Insurance: Get Life insurance cover

Direct Line Tradesman Insurance: How to make a claim?

Directline is here to help you make a claim quickly, and deal with it fairly - with as little hassle as possible.

To make a claim, or for information on claims, call our experienced claims team on:
0845 303 1753

Lines open:
8am - 8pm Monday - Friday, 9am - 5pm Saturday and 10am - 4pm Sunday
Calls may be recorded. Calls from a BT landline charged at local rate. Calls from other networks may vary.

How to claim

• Ring us and we'll tell you if your claim is covered - if you are, we'll register your claim straight away. Please have your policy documents to hand.

• If you have suffered a break-in or lost any items outside your property - call the Police straight away, and make a note of the crime reference number.

• For all large claims, we'll arrange for a claims adviser or loss adjuster to visit you as soon as possible

• A Direct Line approved specialist or supplier may be appointed to deal with the claim on our behalf. • Damaged items may be repaired for you. Have you been a victim of crime? Victim Support is the national charity which helps people cope with the effects of crime. It provides free, confidential, practical help and support - you can call them on 0845 30 30 900 (9am - 9pm weekdays, 9am - 7pm weekends, 9am - 5pm Bank Holidays. Calls may be recorded.).

Link to previous articles: DirectLine Business Tradesman Insurance FAQ Direct Line Business Insurance: Overview Directline Life Insurance: Level of Cover you need Directline Life Insurance: Tips and Advice Directline Life Insurance: Get Life insurance cover Directline Life Insurance: How much cover do you need?

Direct Line Pet Insurance Claims Process

If you need to make a claim, you can be sure we will deal with it quickly and fairly. Wherever possible you must contact us before incurring any costs for which you may wish to claim. If you wish, we can arrange to pay the bills direct to your vet to make things easier for you, providing your vet agrees.

Call: 0845 246 8712

Lines open: 9am - 5pm Monday to Friday

Calls may be recorded

Your step-by-step guide for Pet Insurance Claims Process

- Before you ring us, please have your policy number ready – you will find it at the top of your policy schedule
- One of our friendly Claims Representitives will ask for details of your claim
- We will inform you of the excess and how to continue with the claim
- We may ask you for more information to support your claim
- We will then send you a claim form, and explain what will happen next

Frequently Asked Claims Questions

Q: What kind of details and additional information will I be asked to provide?

Q: What is a Policy Excess?

Q: What services does the Pet Advice Line offer?

Q: How will I know if my claim is covered by my policy?

Q: If my claim is for vet's fees, does the vet need to complete part of the claim form?

Q: Is it possible for my claim to be settled directly with the veterinary practice?

Q: If my pet has a condition which requires ongoing treatment, do I need to wait until the treatment has finished before submitting my claim?

Q: What should I do if my pet is referred on to a Specialist by the vet?

Q: What should I do if I have added Overseas travel cover to my policy?

Q: Will my premium increase if I make a claim?

Q: How long will it take to sort out my claim?

Q: Who will deal with my claim once it has been reported?

Q: What measures do Direct Line take to prevent fraud?

What kind of details and additional information will I be asked to provide?
If you wish to claim for vet's fees, we will ask you for details of the pet you are claiming for, the nature of the illness or injury and when the problem started.


We will also ask you which veterinary practice you will or have already attended and the cost of the treatment, if this is known.

Should your claim not involve vet's fees, we will advise you of the exact information we require during your first call to us.

What is a Policy Excess?
This is the part of the claim that you pay. Our Claims Representive will inform you of the amount of the excess and details can also be found in your policy schedule.

We will deduct the amount of the Policy Excess from the settlement of your claim - in the event that any treatment for your pet is ongoing, we will only apply the excess once at the start of the claim.

What services does the Pet Helpline offer?
Our Pet Helpline offers you access to three pet advice lines - 24 hours a day, 365 days a year.

Find a vet
- unfortunately a medical emergency can occur at any time. If you are unable to contact your usual vet or if you and your pet are away from home, our advice line is able to assist. We have details of veterinary practices providing cover throughout the UK, and we will be able to provide you with details of a practice near you.

Pet Bereavement Counselling
- it can sometimes be difficult to come to terms with the loss of a much loved pet. We provide a service staffed by professionals offering counselling, advice and support to you.

Legal Advice Line
- the ownership of a pet involves additional responsibilities. Your policy gives you access to practical legal advice on any personal problem, whether it relates to an incident involving your pet or not. Legal professionals are on hand to explain complex legal issues in plain language, and in a helpful and friendly way.

How will I know if my claim is covered by my policy?
Our Claims Advisers are fully trained and have an excellent knowledge of the policy cover you have arranged with us. For claims involving illness or disease, it is likely that we will require detailed information from your veterinary surgeon to determine whether your claim is covered.

It may help you to read through your policy details before ringing us to report your claim.

If my claim is for vet's fees, does the vet need to complete part of the claim form?
Yes - in most cases we will require your veterinary surgeon to complete the reverse side of the claim form.

Is it possible for my claim to be settled directly with the veterinary practice?
Yes, providing that the vet has agreed to this. Please indicate on the space provided on the claim form, should you wish us to do this.

If my pet has a condition which requires ongoing treatment, do I need to wait until the treatment has finished before submitting my claim?
No - we are able to settle any initial costs, then make interim payments should further treatment be necessary.

What should I do if my pet is referred on to another vet?
In the event that your pet is referred on to another vet - simply contact us straightaway for advice and assistance.

What should I do if I have added Overseas travel to my policy?
You should keep receipts, invoices or any other evidence of your expenses as these may help to support your claim.

Included with your 'Pet documents' is a blank claim form - in the event that you need to claim for any veterinary treatment, please ask the vet that treats your pet to complete this. Don't worry if this is not written in English - we will be able to translate it.

You do not need to notify us of your claim until your return to the UK.

Will my premium increase if I make a claim?
No. As most incidents affecting your pet will be outside of your control we do not feel you should be penalised for making a claim. For the same reason we do not offer a 'no claims discount' on our pet insurance policies.

How long will it take to sort out my claim?
Some claims are more straightforward than others - when you call us, one of our Claims Representives will give you an indication of the timescales involved.

Who will deal with my claim once it has been reported?
We have a dedicated Pet Claims Unit, based in our Bristol office. Their contact details are:

Pet Claims Unit
Direct Line Insurance plc
Direct Line House
1 Cathedral Square
Trinity Street
Bristol
BS1 5DL

Telephone - 0845 246 8496
Fax - 0117 984 6890

Calls may be recorded

What measures do Direct Line take to prevent fraud?
Our main aim is to ensure that our honest customers, who of course are the vast majority, are dealt with as soon as possible. However, we know that fraud is a reality and that a very small number of people provide false details in order to make up, or inflate claims. We believe that it is important that we identify these people and avoid paying such claims as they affect the cost of insurance for everybody. As fraud is a criminal offence, we believe it is our duty to forward details of fraud to the Police.

There are a number of insurance industry databases through which we share information with other companies about claims and fraudsters. This allows us to use the latest technology to make many checks looking for unusual features and fraud. We also share some information about fraud with other companies within the financial services industry, the Police and other bodies where the law allows us to do so. These pages are for information purposes only. They do not form part of the contract of insurance. Calls may be recorded. Max call charge from a BT landline is 3p per minute. Calls from other networks may vary.

Link to previous articles: Direct Line Pet Insurance: Summary of cover Direct Line Pet Insurance Travel Insurance: Claims information Direct Line Van Insurance: Legal Protection Direct Line Van Insurance: New improved Van Insurance Direct Line Van Insurance: Types of cover

Direct Line Travel Insurance Claims FAQ

Frequently asked claims questions:

Q:What kind of details and additional information will I be asked to provide?
Q: What is a Policy Excess?
Q: What service does the 24 hour emergency assistance offer?
Q: How will I know if my claim is covered by my policy?
Q: While I'm away from home, do I need to report any loss or theft to the police
Q: What should I do if my belongings are damaged or temporarily lost in transit
Q: What should I do if I need medical attention while abroad?
Q: What should I do if I need to return home urgently?
Q: What do I need to do in the event of a travel delay?
Q: Are there any organisations I can contact for counselling if I am upset by the incident?
Q: How long will it take to sort out my claim?
Q: Who will deal with my claim once it has been reported?
Q: What measures do Direct Line take to prevent fraud?

What kind of details and additional information will I be asked to provide?
It is essential you keep receipts, guarantees, instruction manuals, valuations or photographs of your belongings as these may help to support your claim.
We may also ask you to provide us with estimates or invoices for claims involving replacement of items or medical expenses.

What is a Policy Excess?
This is the part of the claim that you agree to pay - we cover you for the remaining amount up to the limit of your cover. Our Claims Advisor will inform you of the amount of the excess and details can also be found in your policy schedule.
We will deduct the amount of the Policy Excess from the settlement of your claim, or alternatively our appointed specialist or supplier will collect this amount from you on our behalf.

What service does the 24 hour emergency assistance offer?
When away from home, the unexpected always seems to happen at the most inconvenient time. You can call our emergency helpline service, which is operated in conjunction with Direct Line Assistance Service. You will need to select the correct number depending on your geographical location.
Both Direct Line Assistance Services are specialist providers who operate a 24-hour emergency assistance service. They are available at any time to discuss the nature of your problem and to provide specialist advice and assistance to you.

How will I know if my claim is covered by my policy?
Our Claims Advisers are fully trained and have an excellent knowledge of the policy cover you have arranged with us. Wherever possible, we will let you know during your first call to us whether your claim is covered by your policy.
It may help you to read through your policy details before ringing us to report your claim.

While I'm away from home, do I need to report any loss or theft to the police?
Yes, you should report any loss or theft to the police within 24 hours of discovery. In the event that you are unable to contact the police, a report should be made to either your tour representative, accommodation provider or carrier - for example the airline or ferry company.

What should I do if my belongings are damaged or temporarily lost in transit?
You should report any damage or temporary loss to your carrier (for example the airline or ferry company) and obtain a 'Property Irregularity Report' (commonly known as a 'PIR') from them. Please keep any damaged items for inspection.
If your belongings have been temporarily lost and you need to purchase any replacement items, please keep all your receipts as this will help us to deal with your claim.

What should I do if I need medical attention while abroad?
If the medical condition appears to be serious, you should contact our emergency helpline straightaway for advice and assistance. For any other medical treatment, you should pay any bills yourself and keep the receipts as this will help us to deal with your claim.

What should I do if I need to return home urgently?
In the event that you need to return home urgently - don't worry - simply contact our emergency helpline straightaway for advice and assistance.

What do I need to do in the event of a travel delay?
You should obtain written confirmation from the airline, train or ferry company, giving exact details of the reason for and length of the delay.

Are there any organisations I can contact for counselling if I am upset by the incident?
Direct Line, in association with Victim Support, can provide you with support when you need it the most. The emotional effects of a theft or loss can be difficult to deal with - you may feel angry, frightened or unsafe.
Most people suffer in silence, but you needn't - just sharing your thoughts can help. Together, Direct Line and Victim Support can help you pick up the pieces practically and emotionally.
Victim Support is the national charity offering victims of crime emotional support through trained volunteers and, if you need a knowledgeable and sympathetic ear, the service is available 24 hours a day.
Simply call the Victim Support line on 0845 30 30 900 or have a look at their web site at www.victimsupport.com

How long will it take to sort out my claim?
Some claims are more straightforward than others. When you call us, one of our Claims Advisers will give you an indication of the timescales involved.

Who will deal with my claim once it has been reported?
We have our own dedicated Travel Claims Unit, based in our Glasgow office.
The contact details are:
Travel Claims Unit
Direct Line House
14-18 Cadogan Street
Glasgow
G2 6QN
Telephone - 0845 246 8680
Fax - 0141 204 4754
Calls may be recorded

What measures do Direct Line take to prevent fraud? Our main aim is to ensure that our honest customers, which of course are the vast majority, are dealt with as soon as possible. However, we know that fraud is a reality and that a very small number of people provide false details in order to make up, or inflate claims. We believe that it is important that we identify these people and avoid paying such claims as they affect the cost of insurance for everybody. As fraud is a criminal offence, we believe it is our duty to forward details of fraud to the Police. There are a number of insurance industry databases through which we share information with other companies about claims and fraudsters. This allows us to use the latest technology to make many checks looking for unusual features and fraud. We also share some information about fraud with other companies within the financial services industry, the Police and other bodies where the law allows us to do so. These pages are for information purposes only. They do not form part of the contract of insurance. Insurance policies are subject to our normal underwriting criteria. Calls may be recorded. Max call charge from a BT landline is 3p per minute. Calls from other networks may vary.

Link to previous articles : Travel Insurance: Claims information Direct Line Van Insurance: Legal Protection Direct Line Van Insurance: New improved Van Insurance Direct Line Van Insurance: Types of cover Direct Line Home Insurance: Legal problems & your rights Direct Line Home Insurance: Family legal protection

Travel Insurance: Claims information

Need to make a claim? Direct Line is here to help you.

It is when you need to make a claim that you find out how good your travel insurer really is. You can be sure that we will deal with your claim quickly and fairly.

Call: 0845 246 8680

Lines open: 9am-5pm Monday to Friday

Out of hours? Call one of our 24-hour Emergency Helplines
Direct Line Assistance Service:

In USA & Canada call toll free:
1 877 350 6968


In Central & South America & Caribbean call collect:
(Canada) 905 816 2565


From anywhere else in the world:
(UK) +44 870 241 4628

Or in the UK: 0870 241 4628

Calls may be recorded. Max call charge from a BT landline is 3p per minute. Calls from other networks may vary.

Your step-by-step guide to making a travel claim

Before you ring us:

Please have your policy number ready - you will find this at the top of your policy schedule.

What happens next? • You will be asked to provide details of your claim by one of our friendly Claims Advisers. • We will advise you whether your claim is covered by your policy and the amount of any excess which may apply. • We will issue a claim form to you if necessary. • You may be asked to provide us with additional information to support your claim. We will explain to you what will happen next.

Link to previous articles : Direct Line Van Insurance: Legal Protection Direct Line Van Insurance: New improved Van Insurance Direct Line Van Insurance: Types of cover Direct Line Home Insurance: Legal problems & your rights Direct Line Home Insurance: Family legal protection Direct line Home Insurance Claims FAQ