For medical emergencies abroad and repatriation

24/7 emergency assistance (when you are away) ¶

If you are currently away from home and need support with a medical emergency please call our 24/7 emergency assistance team on:

+44 (0)1444 465 573¶

For all other claims

Making a claim (once back home) ¶

For full details on how to make a claim please visit:
https://www.imglobal.com/member/assistance/claims

If you wish to speak to a claims handler by phone please call +44 (0)1444 465 590

What happens next?

The service you can expect to receive

After your form is processed by the claims company, you will receive either:

Confirmation that the claim will be covered under the terms of the policy
A request for additional information and the reason that information is needed
Or a clear explanation why the claim is not covered under the terms of the policy

Once a claim has been approved for settlement, you should receive payment within 10 working days.

Emergency assistance case study

How we helped 95 year old Annie get home after a fall abroad ¶

Annie Hawthorn, 95, set off for one last holiday abroad with her children, hoping for a peaceful getaway in Gran Canaria. But on the third night, tragedy struck when Annie suffered a serious fall in her hotel room, fracturing her hip. Alone and disoriented, she managed to crawl to the phone to call for help, prompting a quick response from hotel staff who rushed her to the local hospital.

However, a week passed without surgery as the hospital struggled with a blood shortage. Facing relentless delays, Goodtogoinsurance stepped in, arranging a medical airlift back to the UK for immediate care.

The family’s gratitude was profound as Annie’s surgery went smoothly, thanks to the compassionate, seamless support from Goodtogoinsurance—William, Annie's son, described the service as "Absolutely brilliant.".

Read all about Annie's experience

Claims: Customer testimonial

"I am writing to you to thank you for all the effort you put in when dealing with my recent claim. We have checked our bank account and the money has now cleared."

Claims: Customer testimonial

"Thanks, I knew it would be difficult for you. I'm taking Lufthansa to the Small Claims Court. Thanks for the work you have done on my behalf."

Emergency assistance: Customer testimonial

"I’d also like to say thank you again to you personally. You really put me at ease and took all of the stress away from dealing with my problem and travelling."

Emergency assistance: Customer testimonial

"I have written to Zeneb thanking her for helping repatriate my mother. She was fantastic. I also thank the team at Global Response for helping."

Claims tips and info

Further information on making a claim

When you make a claim there may be certain documentation you need to get, or proceedures you need to follow.

To help your travel insurance claim go smoothly and avoid delays, it's important to get all the information as soon as possible.

These articles contain useful information to help make the claims process easier.

Full information on the documentation you may need to evidence your claim can be found in your policy wording.