How to make a claim

Claims for Mondial underwritten polices

Policies bought up to and including 30th November 2010 are underwritten by Mondial and your policy number (not your tag number) will begin with the letters BASI.

Policies bought on or after 1st December 2010 are underwritten by TIF and your policy number will begin with the letters BT. If your policy number begins BT, click HERE to go to the correct claims page.

How to File a Claim for a Dogtag Mondial policy:

For policies beginning "BASI":

BASI Members' Insurance Policies beginning 'BASI' are arranged by Dogtag Ltd and administered and underwritten by Mondial Assistance. As the underwriter, Mondial are pleased to handle all claims issues.

There are two ways in which you can file a claim:

1. By telephoning or writing to:

Mondial Assistance
Travel Insurance Claims Department
PO Box 1900
Croydon
CR90 9BA

Telephone
Within the UK: 020 8776 3752

Abroad: +44 20 8776 3752

2. By Downloading, printing and returning a Claim form:

Claim Forms:

Cancellation
Personal Possessions
Medical Expenses

Please send your completed forms to: Mondial Assistance, Mondial House, 102 George Street, Croydon, Surrey, CR9 1AJ.

Most claims will require supporting documentation and it will greatly improve response to your claim if are able to furnish any or all receipts or proofs of ownership pertaining to your claim. If you have an emergency medical claim which requires urgent attention, please contact:

Illness & emergencies

Within the UK: 020 8239 3969
Abroad: +44 20 8239 3969

email:international_dept@mondial-assistance.co.uk

Claiming Tips

FOR ALL CLAIMS

• Your original journey booking invoice(s) and travel documents showing the dates and times of travel.
• Original receipts and accounts for all out of pocket expenses you have to pay.
• Original bills or invoices you are asked to pay.
• Details of any other insurance you may have that may cover the same loss, such as household or private medical.
• As much evidence as possible to support your claim.

Cancellation or Curtailment

• If you need to curtail your journey call within your home country 020 8239 3968, textphone 020 8666 9562, outside your home country +44 20 8239 3968, textphone +44 20 8666 9562 immediately to get our prior agreement.
• Original cancellation invoice(s) detailing all cancellation charges incurred.
• For claims relating to illness or injury a medical certificate will need to be completed by the treating doctor. A certified copy of the death certificate is required in the event of death.
• If your claim results from any other circumstances, please provide evidence of these circumstances.
• If the police need you to return home because of burglary, or damage at your home, you should obtain a report from them confirming this.

Medical Expenses

• Always contact our 24-hour emergency medical service when you are hospitalised, require repatriation or where medical fees are likely to exceed £500.
• Medical evidence from the treating doctor to confirm the illness or injury and treatment given including hospital admission and discharge dates, if this applies.
• If you are advised by a doctor at your resort that you cannot go on your pre-booked excursions because of medical reasons, you should obtain a medical certificate from them confirming this.

If your passport is lost, stolen or destroyed

• Written confirmation from the Consulate where the loss happened detailing the date of loss, notification of loss and replacement together with a written report from the police.

Personal possessions

• Report the theft, damage or loss to the police within 24 hours of discovery and ask them for a written police report.
• If appropriate, you should also report the theft, damage or loss to your courier or hotel / apartment manager and ask for a written report.
• Original receipts, vouchers or other suitable evidence of purchase / ownership / value for lost, stolen or damaged.
• Keep any damaged items as we may need to inspect them. If we make a payment, or we replace an item, the damaged item will then belong to us.

• Obtain an estimate for repair for all damaged items.

For loss or damage in transit claims, including delayed possessions

• Please obtain a Property Irregularity Report (PIR) from the airline or a carrierʼs report from the rail company, shipping line or their handling agent. This should be done within 7 days of the delay / loss / damage. You have 21days to write to the airline confirming details of essential replacement items purchased.

Personal liability

• A detailed account of the circumstances surrounding the claim (including, photographs and video evidence if this applies).
• Any writ, summons or other correspondence received from any third party. Please note that you should not admit liability, offer to make any payment or correspond with any third party without our written consent.
• Full details of any witnesses, providing written statements where available.

WINTER SPORTS

Ski pack

• 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 take part in your pre-booked ski activities because of medical reasons, you should obtain a medical certificate from them confirming this.

Delayed ski equipment

• All hire receipts and luggage labels / tags.
• A written report from your airline or other carrier if your ski equipment is delayed or misdirected.

Ski equipment

• All appropriate evidence requested under the heading 'Personal possessions and Personal money' in this section.

 

Piste closure / Avalanche closure

• Written confirmation from your tour operator, the local piste authority or ski lift operator confirming the reason for the closure and duration.