Making a Travel Insurance Claim 

Claims on policies issued on or after 01/07/2018

Travel Policies Underwritten by URV


To obtain a claims form, please contact:- Travel Claims Facilities Telephone: 0203 829 3883 quoting Downunder UK :-


Essentials - RTZDU40106 -01

Backpacker - RTZDU40106 - 02

Adventurer - RTZDU40106 -03

Comprehensive  Single / AMT - RTZDU40106 - 04

Winter Sports - RTZDU40106 - 05

Emigration Scheme - RTZDU40106 - 06     



The emergency assistance service provides immediate help in the event of an Insured Person's illness or injury whilst travelling abroad - they provide a 24 hour multi-lingual emergency service 365 days a year and can be contacted by telephone or fax. The emergency assistance service provided for You by this insurance is operated by Emergency Assistance Facilities.

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

You must contact Emergency Assistance Facilities Tel: +44(0)203 829 388


When contacting Emergency Assistance Facilities, please state that Your insurance is provided by Union Reiseversicherung AG and quote the appropriate scheme name:

Scheme Name : Downunder UK Reference Number :

Essentials - RTZDU40106 - 01

Backpacker - RTZDU40106 - 02

Adventurer - RTZDU40106 - 03

Comprehensive SIngle / AMT - RTZDU40106 - 04

Winter Sports - RTZDU40106 - 05

Emigration - RTZDU40106 - 06     

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. FOR MEDICAL EMERGENCIES please call our Emergency Assistance Facilities service 24 hours a day, 7 days a week, 365 days a year, from anywhere in the world on Tel:+44(0)203 829 3882. Download or request a claim form for emergency medical expenses and complete to the best of Your ability. For non-emergency cases, visits to doctors, hospital outpatients, or pharmacies, You must keep and provide Us with all (original) receipts accounts and medical certificates. For cases where the Emergency Assistance Facilities service were informed, please provide (in addition to the above) Your case number or name of the person You spoke to and a photocopy or scanned image of Your EHIC card. 



Claims on policies issued prior to 01/07/2018

Travel Policies Underwritten By Great Lakes Reinsurance (UK) SE: Claims and Proceedings



You must advise Us of any occurrence that may give rise to a claim in writing as soon as is reasonably possible after the date of such occurrence and shall supply to Us all such accounts and other documents as We may reasonably require. Any expenses incurred because of an unreasonable delay in notifying Us will not be paid.

You must give Us notice in writing immediately You or Your legal representatives have knowledge of any impending prosecution, inquest or fatal injury inquiry in connection with any occurrence of which there may be liability under Section11 of this policy.

You must inform the police of all loss or theft of property within 24 hours of discovery of such loss or theft and obtain a copy of the police report in support of any claim.

If personal possessions or ski/sports equipment are lost or damaged whilst in the custody of a Carrier (i.e. airline, railway, shipping company, bus company etc), You must notify such Carrier immediately and obtain a copy of their report.

You must at all times act in a reasonable manner to prevent or minimise a claim.


No admission, offer or promise of payment or indemnity will be made or given by You or on Your behalf without Our written consent.

We will be entitled to take over and conduct in Your name the defence or settlement of any claim or to prosecute in Your name to Our own benefit in respect of any claim for indemnity or damages or otherwise, and will have full discretion in the conduct of any proceedings or in the settlement of any claim and You must give all such information and assistance as We may require. In case of illness or injury, We may approach any doctor who may have treated You during the period of three years prior to the claim, and We may at Our own expense and upon reasonable notice to You or Your legal personal representative, arrange for You to be medically examined as often as required, or in the event of death have a post mortem examination of Your body. You must supply at Your own expense a Doctor’s certificate in the form required by Us in support of any medical related claim.


If any person makes any misrepresentation or concealment in obtaining this policy or in support of any claim, the insurance provided by this policy will be void.


We will not be liable in respect of any claim where the event leading to the claim is insured by any other existing policy or policies, except in respect of any amount beyond that which is payable under such other policy or policies.


The due observance and fulfilment of the terms, provisions and conditions and endorsements of this policy in so far as they relate to anything to be done or complied with by You will be a condition precedent to Our liability to make any payment.


This insurance shall solely be subject to English Law and the jurisdiction of the English courts.


To obtain a claims form, please contact:-

Direct Group Travel Services

Telephone: 0344 412 4296 or


quoting Downunder UK 04828F

Downunder Insurance Services Limited is authorised and regulated by the Financial Conduct Authority (FCA). Our FCA Register number is 306618.