Travel Insurance

HOW DO I CONTACT MY EMERGENCY SERVICES PROVIDER?

24 HOURS MEDICAL EMERGENCY SERVICE OPERATED BY TravelSolve Assistance
IMPORTANT - please quote OPTIMUM and Scheme Number shown on the first page of your Certificate and Your Certificate Schedule Number.
TravelSolve Assistance provides immediate help in the event of your illness or injury arising outside the United Kingdom - they provide 24 hour multi-lingual emergency service 365 days a year and can be contacted by telephone, telex or fax.
Should a serious medical problem arise you must contact TravelSolve Assistance immediately.

Emergency numbers
UK +44 (0)1733 457593
Fax: UK +44 (0)1733 502293

You are responsible in advising your attending doctor to seek prior approval for any treatment except in extreme circumstances where a request for prior approval would delay surgery in a life threatening situation or medical crisis. Failure to contact TravelSolve Assistance may limit the benefits payable, or in certain circumstances, cover will not be provided.

When you call upon the services of TravelSolve Assistance it is a condition of the service that TravelSolve Assistance shall solely be responsible for all decisions on the most suitable and reasonable solution to any medical problem. The service includes, where necessary:

1. Multi-lingual assistance with hospitals and doctors
2. Repatriation arrangements and necessary escorts by a medical attendant
3. Travel arrangements for other members of your party or immediate relative
4. On arrival in the United Kingdom, an ambulance service to hospital or home.

Please note: We are not responsible for the availability, quality or results of any medical treatment received by you.

HOW DO I MAKE A CLAIM?

If you need to make a claim please obtain a claim form by telephoning or writing to the appropriate claims service below within 28 days of your return, quoting Optimum Travel Insurance and which section of the policy you are claiming under.
For Sections 1 to 20
Van Ameyde & Wallis Limited
34 The Mall, Bromley
Kent, BR1 1TS
Telephone: 020 8466 6034 Facsimile: 020 8460 1713
For Section 21 – Legal Expenses
Ultimate Legal Services
The Connect Centre, Kingston Crescent, North End,
Portsmouth PO2 8QL
Telephone: 0870 2415965 Facsimile: 0870 6061382

Then return your completed claim form to the claims service together with your original policy and validations certificate, confirmation of booking, all original receipts and police reports (which must be obtained within 24 hours of discovery in the event of loss, burglary or theft or Money Valuables or any items of Personal Baggage) and any other evidence requested on the claim form.

HOW DO I MAKE A COMPLAINT?

Any enquiry or complaint You may have regarding Your Certificate may be addressed to:-
Via E-mail:
customerservices@essentialtravel.co.uk
Via Telephone:
0870 343 0024

Via Post:
Customer Services
Essential Travel Ltd
Princess Caroline House,
1, The High Street,
Southend-on-Sea,
SS1 1JE

All calls made on our telephone numbers are charged at National Call Rate.
Please quote the Scheme Number shown on the first page of your Certificate and your Certificate Schedule number to help your enquiry to be dealt with speedily.

e endeavour to respond to all complaints within five working days

If you are still not satisfied with the way a complaint has been dealt with you may ask the Insurance Ombudsman Bureau to review your case without prejudice to your rights in law. The address is: The Insurance Ombudsman Bureau, South Quay Plaza, 183 Marsh Wall, London, E14 9SR.