Travel insurance claims information

Nationwide travel insurance is provided by Liverpool Victoria Insurance Company Limited (LV=) so LV= will be looking after your claim for you. If your holiday has been interrupted by an incident you need to claim for, their claims team will do their best to take the stress out of the situation.

In addition to the general travel claims process, LV= also offer an Emergency Medical Assistance Line. This offers advice and help if a medical claim is likely to be over £250, if you need to curtail a trip or if you need any other emergency assistance whilst you are on a trip.

The details below will inform you of the process for making a travel insurance claim and how to obtain Emergency Medical Assistance.

• General travel insurance claims

  If you need to make a general travel insurance claim, or a medical claim of less than £250 please follow the steps below:

  • Call on 0845 640 5931 from UK or abroad to report the incident as soon as possible. You will then be advised of the next steps of the travel insurance claims process.
  • If your claim regards any loss or theft of an item, report it to the police within 24 hours of discovery and ask them for a written police report. You should also report the theft, damage or loss to your courier/transport provider, or accommodation manager/holiday representative and ask for a written report.
  • If the items were lost or damaged in transit you should inform your carrier as soon as possible and in accordance with their conditions of carriage, which may impose a strict time limit. For instance, for damage to checked-in baggage you must claim in writing to an EU airline within 7 days of its return.
  • Please keep original receipts, vouchers or other suitable evidence of purchase/ownership/value for lost, stolen or damaged personal possessions.
  • If items have been damaged you should keep these as LV= may need to inspect them.
  • If you replace any items you wish to claim for, keep these receipts.

  LV= will need to gather as much information about the incident as possible, so have all relevant details to hand when you call to report the incident.

  Please note - If the claim will be under £250 and you are claiming for a minor illness or accident you should, where possible, pay the costs and reclaim the money from LV= when you return. Beware of requests for you to sign for excessive treatment or charges. If in doubt about any such request, please call LV= for clarification.

• Medical Emergency assistance

  If you need to make a medical travel insurance claim please follow these steps:

  • If a medical claim is likely to be greater than £250 or if you need medical assistance, need to curtail a trip or require any other emergency assistance whilst you are on a trip, you can call our 24hr Emergency Assistance line for assistance:

  
  

  Outside the UK	+44 1243 621 545	24hrs, 7 days a week
  Within the UK	01243 621 545	24hrs, 7 days a week

  For Textphone please dial 18001 first from the UK. If you are calling from abroad, please dial +44 151 494 1260 and ask to be connected.

  LV= will need to gather as much information about the incident as possible, so have all relevant details to hand when you call to report the incident.

Travel insurance claims phone numbers

If the travel insurance claim is of a general nature please call to report the incident on the number below:

The emergency 24 hour assistance is also available on the following numbers in the event you need to make an emergency travel insurance claim, including claims for medical expenses:

For Textphone please dial 18001 first from the UK. If you are calling from abroad, please dial +44 151 494 1260 and ask to be connected.

To help continually improve customer service, calls may be monitored and/or recorded.

What happens next when you call to report your claim?

• An LV= adviser will take as many details as possible;
• You will be issued with a claim reference number;
• You will be told about the excess which applies to the claim;
• If it is a loss or theft claim, LV= will arrange to replace the items or offer compensation; and
• LV= will make necessary medical arrangements when you call for medical expenses assistance.

Nationwide travel insurance FAQs

What is a policy excess?
An excess is the amount that will be deducted when you make a travel insurance claim.

Do I have to pay the excess?
If you are making a claim for a section of the policy schedule where an excess applies any relevant excess will be deducted from the amount of the claim.

How soon do I need to report an incident to the police?
Inform the Police as soon as possible and at least within 24 hours if the claim relates to loss or theft and provide LV= with the crime reference number.