Making a UK Claim 

For Motor Policies
Underwritten By
Tradewise Insurance

IN AN EMERGENCY, FIRST CHECK THAT THE CIRCUMSTANCES ARE COVERED BY THIS POLICY. HAVING DONE THIS TELEPHONE EUROP ASSISTANCE STATING YOUR NAME AND POLICY NUMBER.

Emergency Assistance 24 Hours A Day

You should first check that the circumstances are covered by Your policy.

Having done this please contact the appropriate 24-hour telephone number shown after the appropriate Section of cover. Give Your name, insurance details, reference number and as much information as possible. Please give Us a telephone, fax or telex number, or email address where We can contact You or leave messages at any time of the day or night.

To comply with the terms and conditions of the insurance You must obtain Our prior authorisation before incurring any expenses over £500, except in case of emergency. In case of emergency, if You are physically prevented from contacting Us immediately, You or someone designated by You must contact Us within 48 hours.

TRIPS TO MAINLAND SPAIN, THE CANARY ISLANDS (Tenerife, Gran Canaria, Fuerteventura, Lanzarote, La Palma, Gomera and El Hierro) AND THE BALEARIC ISLANDS (Cabrera, Formentera, Ibiza, Majorca/Mallorca, Menorca) – 24 HOUR EMERGENCY SERVICE

When away from Home, it is most important that You have immediate access to professional medical attention in the event of an emergency. With this in mind, We have put in place, for Your benefit, a network of medical professionals throughout mainland Spain, the Canary Islands and the Balearic Islands, at Your service 24 hours a day, 7 days a week. This is supported by a 24 hour medical emergency service, which can direct You to these professionals, and which will also follow Your case through from the moment You enter hospital until You are released and, in more serious cases, until You are safely repatriated (accompanied, if deemed medically necessary, by one of Our medical team).

In addition, no Policy Excess will apply when You receive inpatient treatment (where medically necessary) at:

1. one of Our network hospitals, or
2. a state hospital when You have used the EHIC to effectively reduce the cost of Your medical treatment or medicines.

For further information:
Telephone:   0044 (0) 1444 442077
E-mail:          medicalops@europ-assistance.co.uk

Claims and Proceedings

• Full details of any incident which may result in a claim under this insurance shall be reported to the Underwriters as soon as reasonably possible using either the 24 hour claims line 08707 777746 or direct with the claims department on 08707 002288.


• Every claim form, writ, summons, legal process or other communication in connection with any such incident shall be forwarded to the Underwriters immediately upon receipt;


• The Underwriters shall be given all information and assistance they may require in connection with any such incident or claim in respect thereof;


• The Underwriters shall be advised immediately of the time and place of any impending prosecution or inquest or fatal inquiry;


• No admission of liability or offer or promise of payment shall be made without the Underwriters’ written consent;


• The Police shall be notified as soon as reasonably possible of loss or damage caused by theft or attempted theft or criminal damage;

ALL ACCIDENTS, HOWEVER TRIVIAL, MUST BE REPORTED.

IF YOU ARE INVOLVED IN AN ACCIDENT…….

1. Always take the names and addresses of other parties involved all witnesses and full
   particulars of any Police Officer at the scene.


2. NEVER admit liability under any circumstances.


3. Always stop in the event of an accident and give full particulars to any person having
   reasonable grounds for requiring them.


4. Accidents must be reported to the Police within 24 hours of the event.


5. Always take full details of other parties Insurance and Policy Number, also remember to take there vehicle registration number.


6. Contact Tradewise immediately who will send you an accident report form without delay.


7. Notify Tradewise as soon as possible, of any accident, however trivial; complete and return an accident report form, with two competitive repair estimates (if your policy provides cover for own damage) to Tradewise.

You must register any claim to AIG Travel Assist within 31 days of your trip ending. If you do not, we may not be able to pay your claim.

If you need to make a claim, please contact with a brief description of your claim and quoting Reference DU07:

AIG Travel Assist
PO Box 60108
London
SW20 8US
Phone: 0870 350 2384
Fax: 0870 130 1953
Email:travelassistclaims@aig.com

AIG Travel Assist are open every weekday from 9:00 a.m. until 5:00 p.m. and will send you a claim form as soon as you tell them about your claim. 

To help us prevent fraudulent claims, we store your personal details on computer and we may transfer them to a centralised system. We keep this information according to the rules of the Data Protection Act(s).

CUSTOMER SERVICE

Every effort is made to ensure you receive a high standard of service. If you are not satisfied with the service that you have received, you should contact:

In relation to sales matters:
The Complaints Officer
Downunder Worldwide Insurance Services 
3 Spring Street
Paddington
London W2 3RA
Telephone Number: 0207 402 9211
Email: info@duinsure.com

Or in relation to claims:
The Customer Care Manager
AIG Travel Assist
PO Box 673
Hove, East Sussex
BN3 5JL
Phone: 0870 350 2384
Fax: 0870 130 1953
Email:travelassistclaims@aig.com

If you are still not satisfied with the way in which your complaint has been handled, you may refer the matter to the Financial Ombudsman Service who will investigate your complaint:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
Telephone number: 0845 080 1800
Email: complaint.info@financial-ombudsman.org.uk

FINANCIAL SERVICES COMPENSATION SCHEME

We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if we cannot meet our financial obligations. This depends on the type of business and the circumstances of the claim. Insurance advising and arranging is covered for 100% of the first £2,000 and 90% of the remainder of the claim without any upper limit.

Further information about compensation scheme arrangements is available from the FSCS. 

Financial Services Compensation Scheme
7th Floor Lloyds Chambers
Portsoken Street
London E1 8BN

Claims should be submitted to A.I.G. Motor Claims by calling: 
0208 649 6677   (9.15am - 5pm Mon-Fri)

UK Windscreen Claims:  0800 36 36 36
Non-UK Windscreen Claims:  0208 649 6677

Claims procedure

You and / or your legal representative shall:

• give us notice in writing as soon as possible (within 48 hours) of any accident, injury, loss or damage and send to us every letter or other information in your possession without delay;


• inform us immediately you become aware of any civil or criminal proceedings, inquest or fatal injury in connection with any event for which there may be liability under this policy and send us immediately any correspondence or other documents received.


• except with our written consent, no admission, offer, promise, repudiation, payment or indemnity, shall be made or given by or on behalf of you or any person claiming indemnity under this policy.


• You and such person must give us all the information and assistance we may require.

We shall be entitled to take over and conduct in your name, or in the name of such person, the defence or settlement of any claim or to prosecute in your name or in the name of such person, for your own benefit any claim for indemnity or damages and shall have full discretion in the conduct of any proceedings or in the settlement of any claim.