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Policies purchased before 1st Sept 2011

How to make a claim

If your cover under ALC Health's Prima Travel policy was purchased BEFORE 1st September 2011, please follow the instructions that are detailed below when you need to make a claim against your policy. Should you need any assistance when making your claim, please contact our claims centre who will be ready to provide any assistance that you may need.

To claim, phone from outside the UK on +44 20 8603 9958 textphone +44 20 8666 9562, within the UK on 020 8603 9958 textphone 020 8666 9562 and ask for a claim form or write to: à la carte travel insurance claims department, PO Box 1900, Croydon CR90 9BA. You can also email travel_claims@mondial-assistance.co.uk or alternatively, claim forms can be downloaded from www.mondial-assistance.co.uk by clicking on the ‘file a claim’ link.

You should fill in the form and send it to us as soon as possible with all the information and documents we ask for. It is essential that you provide us with as much detail as possible to enable us to handle your claim quickly. Please keep photocopies of all information you send us.

You will need to obtain some information about your claim while you are away. Below is a list of the documents we will need in order to deal with your claim.



For all Claims


  • Your original journey Certificate of Insurance(s) and travel documents showing the dates and times of travel.
  • Original receipts and accounts for all out of pocket expenses you have to pay.
  • Original bills or invoices you are asked to pay.
  • Details of any other insurance you may have that may cover the same loss, such as household or private medical.
  • As much evidence as possible to support your claim.


Cancellation or Curtailment

  • If you need to curtail your journey call from outside the UK on +44 20 8686 1666 textphone +44 20 8666 9562, within the UK on 020 8686 1666 textphone +44 20 8666 9562 immediately to get our prior agreement.
  • Original cancellation invoice(s) detailing all cancellation charges incurred.
  • For claims relating to illness or injury a medical certificate will need to be completed by the treating doctor. A certified copy of the death certificate is required in the event of death.
  • If your claim results from any other circumstances, please provide evidence of these circumstances.


Medical Expenses

  • Always contact our 24-hour emergency medical service when you are hospitalised, require repatriation or where medical fees are likely to exceed €350.
  • Medical evidence from the treating doctor to confirm the illness or injury and treatment given including hospital admission and discharge dates, if this applies.
  • If you are advised by a doctor at your resort that you cannot go on your pre-booked excursions because of medical reasons, you should obtain a medical certificate from them confirming this.


Replacement Business Sssociate

  • If you need to curtail your journey call from outside the UK on +44 20 8686 1666 textphone +44 20 8666 9562, within the UK on 020 8686 1666 textphone +44 20 8666 9562 immediately to get our prior agreement.


If your Passport is Lost, Stolen or Destroyed

  • Written confirmation from the Consulate where the loss happened detailing the date of loss, notification of loss and replacement together with a written report from the police.


Personal Possessions and Personal Money

  • Report the theft, damage or loss to the police within 24 hours of discovery and ask them for a written police report.
  • If appropriate, you should also report the theft, damage or loss to your courier or hotel / apartment manager and ask for a written report.
  • Original receipts, vouchers or other suitable evidence of purchase / ownership / value for lost, stolen or damaged personal possessions.
  • Confirmation, such as foreign exchange receipts and withdrawal slips, from your bank or bureau de change for issuing foreign currency, or suitable evidence for Sterling.
  • Keep any damaged items as we may need to inspect them. If we make a payment, or we replace an item, the item will then belong to us.
  • Obtain an estimate for repair for all damaged items.


For Loss or Damage in Transit Claims, including Delayed Possessions

  • Please obtain a Property Irregularity Report (PIR) from the airline or a carrier’s report from the rail company, shipping line or their handling agent. This should be done within 7 days of the delay / loss / damage. You have 21 days to write to the airline confirming details of essential replacement items purchased.


Personal Accident

  • Detailed account of the circumstances surrounding the event (including, photographs and video evidence if this applies).
  • Medical evidence from the treating doctor to confirm the extent of the injury and treatment given including, hospital admission / discharge.
  • Full details of any witnesses, providing written statements where available.
  • A certified copy of the death certificate if this applies.
  • Missed departure
  • Detailed account of the circumstances causing you to miss your departure together with supporting evidence from the public transport provider or accident / breakdown authority attending the private vehicle you were travelling in.


Delayed Departure

  • Written confirmation from the airline, rail company, shipping line or their handling agent of the scheduled and actual departure times and why the departure was delayed.


Personal Liability

  • A detailed account of the circumstances surrounding the claim (including, photographs and video evidence if this applies).
  • Any writ, summons or other correspondence received from any third party. Please note that you should not admit liability, offer to make any payment or correspond with any third party without our written consent.
  • Full details of any witnesses, providing written statements where available.


Legal Expenses

  • Detailed account of the circumstances surrounding the event (including, photographs and video evidence if this applies) within 90 days of the event causing your claim.
  • Any writ, summons or other correspondence received from any third party. Please note that you should not reply to any correspondence from a third party without our written consent.
  • Full details of any witnesses, providing written statements where available.


WINTER SPORTS


Ski Pack

  • Medical evidence from the treating doctor to confirm the illness or injury and treatment given including hospital admission / discharge if this applies.
  • If you are advised by a doctor at your resort that you cannot take part in your pre-booked ski activities because of medical reasons, you should obtain a medical certificate from them confirming this.


Delayed Ski Equipment

  • All hire receipts and luggage labels /tags.
  • A written report from your airline or other carrier if your ski equipment is delayed or misdirected.


Ski Equipment

  • All appropriate evidence requested under the heading ‘Personal possessions and Personal money’ in this section.
  • A written report from your airline or other carrier if your ski equipment is delayed or misdirected.


Piste Closure

  • Written confirmation from your tour operator, the local piste authority or ski lift operator confirming the reason for the closure and duration.


GOLF COVER


Loss of Green Fees

  • Medical evidence from the treating doctor to confirm the illness or injury and treatment given including hospital admission / discharge if this applies.
  • If you are advised by a doctor at your resort that you cannot play golf because of medical reasons, you should obtain a medical certificate from them confirming this.


Delayed Golf Equipment

  • All hire receipts and luggage labels /tags.
  • A written report from your airline or other carrier if your golf equipment is delayed or misdirected.


Golf Equipment

  • All appropriate evidence requested under the heading ‘Personal possessions and Personal money’ in this section.
  • A written report from your airline or other carrier if your golf equipment is delayed or misdirected.


Hole in One

  • A letter from the secretary of the golf club, or a fully completed and signed score card confirming the hole in one.


European Health Insurance Card (EHIC) - the replacement for the E111

  • The EHIC entitles you to reduced-cost, sometimes free, medical treatment that becomes necessary while you are in a European Economic Area (EEA) country or Switzerland. The EEA consists of the European Union (EU) countries plus Iceland, Liechtenstein and Norway.
  • The card gives access to state-provided medical treatment only.
  • UK residents may apply for an EHIC online at www.dh.gov.uk/travellers or by calling from outside the UK +44 845 606 2030 or within the UK on 0845 606 2030. Application forms are also available from the Post Office. If you are resident of another EU country, please contact your doctor or local Health Office for further information.


Australia

  • If you are travelling to Australia you can enrol in Medicare which will entitle you to subsidised hospital treatments and medicines. You can do this by contacting a local Medicare office in Australia.
  • All claims for refunds under the Medicare scheme must be made before you leave Australia. For more information on Medicare visit: www.medicareaustralia.gov.au or email: medicare@medicareaustralia.gov.au


If you make use of these arrangements or any other worldwide reciprocal health arrangement which reduces your medical
expenses, you will not have to pay an excess.