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What to do when you need to make a claim

Making a claim and how to contact us when you need assistance

We want to make sure that when you need to make a claim against your policy, the process is as smooth as possible and to help ensure that you receive the best possible service from ALC Health. 
 
     

T : + 44 (0)330 660 0549
F : + 44 (0)1702 553 231
E : claims@mstream.co.uk



ALC Health Travel Insurance
Claims Department
 308-314 London Road
Hadleigh
 Essex

SS7 2DD
  





IMPORTANT : All claims must be submitted to the ALC Health Travel Insurance Claims Department within 60 days of the incident giving rise to the claim.

Please check your policy wording to make sure your claim is valid and to help avoid any delays in settling your claim. If you need assistance in submitting your claim or completing your claim form, please contact the ALC Health Travel Insurance Claims Department using the telephone or address shown above.



Cancellation Claims

The travel agent, tour operator, provider of transport or accommodation must be contacted immediately and you must obtain a cancellation invoice. The original tickets and booking forms / receipts will also be required to support your claim. Contact the Claims Service for a claim form by email on claims@mstream.co.uk or by phone on +44 (0)330 660 0549. They will advise you of other additional supporting documentation required (this will be dependent upon the reason for the cancellation)


Curtailment Claims


Call the Emergency Medical Assistance Service on +44 (0)207 183 3751 if you are ill or injured. Their authorisation must be obtained before you cut short your trip. All original ticket stubs/booking forms/receipts should be retained and submitted to support your claim. Contact the Claims Service for a claim form by email on claims@mstream.co.uk or by phone on +44 (0)330 660 0549. They will advise you of other additional supporting documentation required (this will be dependent upon the reason for the curtailment)


Medical Claims


In-patient Treatment or Out-patient Treatment expected to be over £1,000. If serious injury is incurred in which you are admitted to hospital abroad or require significant out-patient treatment call our Emergency Medical Assistance Service on +44 (0)207 183 3751 as soon as possible. You will be given advice on what to do and the assistance you require. All original receipts for medical consultations / treatment / medication etc should be retained and submitted to support your claim.


Out-patient Treatment & Minor In-patient Treatment


If you need out-patient medical treatment (no hospital admission) or minor in-patient treatment (less than 3 days in hospitalisation) please provide a copy of your certificate of insurance to the doctor and your treatment will be paid by ChargeCare International in line with the policy wording. In such cases, the doctor will ask you to fill in a simple form to confirm treatment and my request you pay the policy excess. The doctor will then send the medical bill and supporting documentation to ChargeCare International for repayment.

This service is available in the following selected countries:

  • Out-patient Treatment: Spain, Greece, Cyprus, Turkey and Portugal.
  • Minor In-patient Treatment: Spain, Greece and Cyprus


Other Minor Medical and Out-patient Treatment


Contact the Claims Service for a claim form by email on claims@mstream.co.uk or by phone on +44 (0)330 660 0549. They will advise you of other additional supporting documentation required (this will be dependent upon the circumstances and nature or the medical claim). All original receipts for medical consultations / treatment / medication etc should be retained and submitted to support your claim.


Personal Baggage Claims


Written proof of the incident must be obtained from the police, the accommodation management, tour operator or carrier within 24 hours of the loss/theft. If the loss occurs during travel, you must obtain a property irregularity report from the carrier. Contact the Claims Service for a claim form by email on claims@mstream.co.uk or by phone on +44 (0)330 660 0549 when you return home.

If personal baggage is delayed obtain a written report from the carrier (e.g. airline, shipping company etc.) is required detailing the length and cause of the delay. Retain all the receipts which relate to any emergency replacement items you have purchased. Contact the Claims Service for a claim form by email on claims@mstream.co.uk or by phone on +44 (0)330 660 0549 when you return home.



Money Claims

Written proof of the incident must be obtained from the police, the accommodation management, tour operator or carrier within 24 hours of the loss/theft. You may be asked to provide proof of the withdrawal of the money from the bank. Please remember that t he loss of money must occur whilst it is carried on your person or whilst it is left in a locked safety deposit box. Contact the Claims Service for a claim form by email on claims@mstream.co.uk or by phone on +44(0)330 660 0549.


Travel Delay


Written confirmation must be obtained from the airline, shipping, coach or train company stating the period of delay and the reason for the delay. Please remember that cover for travel delay is provided for specific reasons only:

Strike or industrial action (provided that when this policy was taken out and or the trip was booked, there was no reasonable expectation that the trip would be affected by such cause)

  • Adverse weather conditions
  • The mechanical breakdown or technical fault of the aircraft, coach or vessel


Missed Departure/Connection Claims

Written confirmation must be obtained from the Transport Company, police or roadside assistance service confirming the location, reason and duration of the delay. Contact the Claims Service for a claim form by email on claims@mstream.co.uk or by phone on +44 (0)330 660 0549.


Personal Liability and Legal Expenses


Obtain as much information as possible, including police reports, witness details and any photographs. You must NOT admit liability at any time. The Claims Service must be notified immediately by email on claims@mstream.co.uk or by phone on +44 (0)330 660 0549.






Optional Golf Package Claims



For 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.

For delayed golf equipment and golf equipment, all hire receipts and luggage labels/tags and a written report from your airline or other carrier if your golf equipment is delayed or misdirected. You will need to provide all appropriate evidence requested under the heading ‘Baggage and Personal Belongings’ and Money under these sections.

A written report from the airline or other carrier will be required if your golf equipment is delayed or misdirected. For a 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.

Contact the Claims Service for a claim form by email on claims@mstream.co.uk or by phone on +44 (0)330 660 0549 when you return home. They will advise you of any other additional supporting documentation required.


click here for your claim form or go to www.csal.co.uk