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Home » Insure my travels » Managing your Travel Insurance product » In the event of an emergency

In the event of an emergency

In the event of an emergency while you are travelling, rest assured that as part of your American Express Travel Insurance, assistance is only a phone call away.

Our emergency assistance service, provided by AXA Assistance, operates 24 hours a day, 365 days a year. In an emergency, please first check that the circumstances are covered by your policy. Having done this you should contact the emergency number on +44 (0) 203 126 4134, giving your name, policy number, and as much information as possible. You will need to give us a telephone or email address where we can contact you, or leave messages at any time of the day or night.

To ensure you comply with the Terms and Conditions of the insurance, you must contact us immediately (or as soon as you are physically able to do so) if you are hospitalised as an in-patient, or before incurring any expenses whatsoever over £500, in order to obtain our prior authorisation.

We ask that you notify us within 28 days of you becoming aware of any other incident or loss leading to a claim and you return your completed claim form and any additional information to us as soon as possible.

  • Illness

    If you are forced to cancel your trip for medical reasons relating to you, you will be required to have the relevant section of your claim form completed by your usual registered medical practitioner within the United Kingdom, explaining why it is deemed medically necessary for you to cancel your trip.

     

    When forced to cancel your trip for medical reasons of a close relative, any person with whom you are travelling or staying with during your trip, you will be required to have the relevant section of your claim form completed by their usual registered medical practitioner, explaining why it is deemed necessary for you to cancel your trip.

     

    In both of these situations, you must notify your carrier or travel agent immediately, when you know your trip is to be cancelled, to minimise your loss as much as possible.

  • Unexpected events

    When travelling, you could become subject to unexpected events such as transportation disruption or robbery in the area that you are visiting.

     

    Below is some information we can give you should your trip be disrupted by unexpected events

     

    When on a trip, your policy covers you for money when it is on your person or in a locked safety deposit box, should this be lost, stolen, damaged or destroyed. Please refer to your policy Terms and Conditions booklet for full details of this benefit.

     

    If your personal baggage is lost or stolen, and not returned within 28 days of you arriving back in the United Kingdom, please refer to your policy Terms and Conditions, and our dedicated claims page.

     

    You will not be covered under your Travel Insurance policy if you travel to a country or specific area or event, which the Foreign and Commonwealth Office has advised the public not to travel to.

     

    Any claim arising from war; invasion; act of a foreign enemy; hostilities (whether war be declared or not); civil war; rebellion; terrorism; revolution; insurrection; civil commotion assuming the proportions of or amounting to an uprising; military or usurped power; you taking part in civil commotion or riot of any kind, will not be covered under your Travel Insurance policy, if they were already taking place at the beginning of your trip.

  • Airline and Supplier failure

    We have a global network of experienced staff on hand, should you require any assistance or advice. You can call our helpline 24 hours a day, 365 days a year on 0203 126 4134 or from abroad on +44 203 126 4134.

     

    If you have purchased the Stranded Traveller Assistance option, your Travel Insurance policy will be extended to cover benefits such as Travel Expenses and Emergency Expenses.

  • Lost Cards

    If your credit or debit card is lost or stolen while abroad, we will tell your credit/debit or charge card company in the United Kingdom. This forms part of your Personal Assistance section within your policy Terms and Conditions.

     

    Should you require emergency funds, our Prestige Travel Insurance policies provide transfer of emergency funds of up to £1,500 per trip, allowing you to continue your holiday as intended.

  • Lost Passport

    If your passport is lost or stolen while you’re abroad, you should report it to the local police straight away. You’ll need the crime reference details to get a new passport. You should also report the theft or loss to the UK embassy, consulate or high commission of the country you are in. The consular office will record the loss or theft of your passport and will forward the information to Her Majesty’s Passport Office, who will cancel your passport to stop someone else using your identity.

     

    All our Travel Insurance policies provide cover of up to £500 for loss of passport.

Illness

If you are forced to cancel your trip for medical reasons relating to you, you will be required to have the relevant section of your claim form completed by your usual registered medical practitioner within the United Kingdom, explaining why it is deemed medically necessary for you to cancel your trip.

 

When forced to cancel your trip for medical reasons of a close relative, any person with whom you are travelling or staying with during your trip, you will be required to have the relevant section of your claim form completed by their usual registered medical practitioner, explaining why it is deemed necessary for you to cancel your trip.

 

In both of these situations, you must notify your carrier or travel agent immediately, when you know your trip is to be cancelled, to minimise your loss as much as possible.

Unexpected events

When travelling, you could become subject to unexpected events such as transportation disruption or robbery in the area that you are visiting.

 

Below is some information we can give you should your trip be disrupted by unexpected events

 

When on a trip, your policy covers you for money when it is on your person or in a locked safety deposit box, should this be lost, stolen, damaged or destroyed. Please refer to your policy Terms and Conditions booklet for full details of this benefit.

 

If your personal baggage is lost or stolen, and not returned within 28 days of you arriving back in the United Kingdom, please refer to your policy Terms and Conditions, and our dedicated claims page.

 

You will not be covered under your Travel Insurance policy if you travel to a country or specific area or event, which the Foreign and Commonwealth Office has advised the public not to travel to.

 

Any claim arising from war; invasion; act of a foreign enemy; hostilities (whether war be declared or not); civil war; rebellion; terrorism; revolution; insurrection; civil commotion assuming the proportions of or amounting to an uprising; military or usurped power; you taking part in civil commotion or riot of any kind, will not be covered under your Travel Insurance policy, if they were already taking place at the beginning of your trip.

Airline and Supplier failure

We have a global network of experienced staff on hand, should you require any assistance or advice. You can call our helpline 24 hours a day, 365 days a year on 0203 126 4134 or from abroad on +44 203 126 4134.

 

If you have purchased the Stranded Traveller Assistance option, your Travel Insurance policy will be extended to cover benefits such as Travel Expenses and Emergency Expenses.

Lost Cards

If your credit or debit card is lost or stolen while abroad, we will tell your credit/debit or charge card company in the United Kingdom. This forms part of your Personal Assistance section within your policy Terms and Conditions.

 

Should you require emergency funds, our Prestige Travel Insurance policies provide transfer of emergency funds of up to £1,500 per trip, allowing you to continue your holiday as intended.

Lost Passport

If your passport is lost or stolen while you’re abroad, you should report it to the local police straight away. You’ll need the crime reference details to get a new passport. You should also report the theft or loss to the UK embassy, consulate or high commission of the country you are in. The consular office will record the loss or theft of your passport and will forward the information to Her Majesty’s Passport Office, who will cancel your passport to stop someone else using your identity.

 

All our Travel Insurance policies provide cover of up to £500 for loss of passport.