Emergency Assistance
For 24 hour medical emergency assistance while you are away please call:
+44 (0)845 601 6543
(Please call only in an emergency)
Reporting a Claim
To report a claim once you return from your holiday please call the Claims Line on 0844 482 0802, we will then send you a detailed claims form to complete. We are able to communicate with you by post or email or telephone. If this is not convenient you can advise us of a claim by completing this web form. This will generate a email notification to our claim team who will forward you a claim form.
You must report a claim within 31 days of an incident occurring.
Our claims team is available Monday to Friday: 9:00am to 5:00pm.
claims@drakefieldinsurance.co.uk
The Claims Team
All claims are handled by our in house claims department.
Once you notify us of a claim a member of staff will be allocated to handle it from first notification through to conclusion.
Helping us to Help You
Please assist us in settling your claim quickly by:
- Answering all correspondence promptly.
- Providing all information requested.
- Quoting all references provided by us on your correspondence.
Complaints
If you have cause to make a complaint about the service that you receive from us please follow the steps below.
Step 1: In the first instance please write to:
- Lisa West - Operations Manager
- Drakefield Insurance Services Limited,
- West Wing,
- 6 Miles Gray Road,
- Basildon,
- Essex,
- SS14 3HJ.
- lisa.west@etravelinsurance.co.uk
Step 2: If you are not satisfied with the response you can write to:
- The Quality Manager
- Inter PartnerAssistance S.A. Direktion fur Deutschland,
- PO Box 57325,
- London E1W 1XX
customerservice@axa-assistance-claims.com
Step 3: Should you not be satisfied with the quality of service you have received from etravelinsurance.co.uk you can, if you wish, refer the matter to the Financial Ombudsman Service, at the following address:
- Financial Ombudsman Service
- South Quay Plaza,
- 183 Marsh Wall,
- London
- E14 9SR
- Telephone: 0207 964 1000
Should you not be satisfied with the quality of service you have received from Inter Partner Assistance S.A. Direktion fur Deutschland you can, if you wish, refer the matter to the Belgium regulator, at the following address:
- Banking, Finance & Insurance Commission
- Rue du Congres 12-14,
- 1000 Brussels,
- Belgium.
- Telephone: 00 32 (0)22205211