Emergency Assistance
For 24 hour medical emergency assistance while you are away please call:
Policies bought on or after 24th December 2009
+44 (0) 2920 468 798
Policies bought between 1st February 2007 and 23rd December 2009
+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, the sales process or the handling of your claim please direct your complaint to:
- Lisa West - Operations Manager
- Drakefield Insurance Services Limited,
- West Wing,
- 6 Miles Gray Road,
- Basildon,
- Essex,
- SS14 3HJ.
- complaints@drakefieldinsurance.co.uk
However, if your complaint is one of the few that cannot be resolved by this stage contact the Head of Customer Care, who will arrange for an investigation on behalf of the Chief Executive:
- Head of Customer Care,
- AXA Insurance, 7th Floor, Civic Drive, Ipswich IP1 2AN
- Tel: 01473 205926
- Fax: 01473 205101
Email: customercare@axa-insurance.co.uk
Should you not be satisfied with the outcome of any complaint about your etravelinsurance.co.uk policy 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: 0845 080 1800
