Making a Claim

In the event that you need to make a claim, then please use the contact details below within 45 days of your return date. 

Telephone:  0844 412 4296 quoting 03943A/Insurefor Teletext

Please note that it is a condition of your policy that you notify us of your intention to make a claim within 45 days of your return date.

The postal address is:
Direct Group Travel Services Limited
Claims Department
PO Box 800
Halifax
HX1 9ET

What do I need in order to make a valid claim?

When you contact the claims helpline, you must ensure that you have the following information available to you as it will be required to process your claim:

• Master policy reference of 03943A/Insurefor Teletext
• Your policy number
• Date of purchase of your policy
• Travel itinerary
• Country and resort you visited or intended to visit
• Actual or intended travel dates
• Incident date
• Brief circumstances of your claim
• Value of your claim

It is important to note that your claim may be delayed if you are unable to provide us with the above information.

24 Hour Emergency Assistance

The 24 hour Emergency Assistance Service provides immediate help in the event of an insured person’s illness or injury whilst travelling abroad; providing  a 24 hour multi-lingual emergency service 365 days a year and can be contacted by telephone or fax.

The emergency assistance provided for you by this insurance is operated by One Assist and Healthwatch S.A.

In the event of any illness, injury, accident or hospitalisation which requires:

Inpatient treatment, anywhere in the world you must contact:

One Assist
Tel: +44(0)113 318 8123
Fax: +44(0)113 318 8124

Outpatient treatment, anywhere in the world, excluding North America, the United Kingdom, Channel Islands and Isle of Man you must contact:

Healthwatch S.A.
Tel: +44(0)113 318 0124
Fax: +44(0)113 318 0125
Email: newcase@healthwatch.gr

Outpatient treatment, in North America, The United Kingdom, Channel Islands and Isle of Man, you must contact:
One Assist
Tel: +44(0)113 318 8123
Fax: +44(0)113 318 8124

One Assist or Healthwatch S.A. may be able to guarantee costs on your behalf. When contacting One Assist or Healthwatch S.A. please state that your insurance is provided by UK Underwriting Limited and quote the appropriate scheme name and reference number:

Scheme Name: Insurefor Teletext
Reference number: 03943A

Note: You must retain receipts for medical and additional costs incurred and you are responsible for any policy excess which should be paid by you at the time of treatment.

• In-patient Treatment Abroad

If you go into hospital you must contact One Assist immediately. If you do not, this could mean that we will not provide cover or we will reduce the amount we pay for medical expenses.

• Outpatient Treatment Abroad

If you require outpatient treatment please contact the appropriate Emergency Assistance Company as detailed above. If the Emergency Assistance is being provided by Healthwatch SA, they will ensure that the treating doctor or Clinic is aware of the following instructions.

OUTPATIENT INSTRUCTIONS TO DOCTORS/CLINICS

In order to have your invoices paid quickly, please send your treatment invoice together with a copy of the policy (clearly showing the patient name/s) and any supporting documentation related to the outpatient treatment (Medical report, cost breakdown) by email to newcase@healthwatch.gr You must include your bank account details, IBAN no's and / or swift code for payment to be processed electronically.

Out Patient Department tel: 00 30 2310 256454
Out Patient Department fax: 00 30 2310 256455 or 00 30 2310 254160
Email: newcase@healthwatch.gr

Returning early to the United Kingdom, Channel Islands or Isle of Man:

If you have to return to the United Kingdom, Channel Islands or Isle of Man under section 1 (Medical Emergency and Repatriation) the relevant Emergency Assistance Company must authorise this. If they do not, this could mean that we will not provide cover or we may reduce the amount we pay for your return home. We reserve the right to repatriate you should our medical advisors consider you fit to travel.

NOTE: FAILURE TO CONTACT THE 24 HOUR MEDICAL EMERGENCY COMPANY MAY RESULT IN A CLAIM BEING INVALID.