How Do I Claim?

The simple steps below are designed to make the process of claiming under our travel insurance scheme as smooth as possible:

Firstly, check your policy to make sure that your claim is covered. If it is covered call the Claims Helpline as soon as possible if required (see below).

Secondly, telephone the AonInsure.ie Travel Claims Helpline on 091-560 615 to obtain a claim form giving:

All claims must be submitted within 30 days of your return on a claim form, accompanied by original invoices, receipts, reports, etc. Please refer to the relevant Section of your policy for specific conditions and details of the supporting evidence that will be required to process your claim

Important Information When Claiming

Medical Emergency

  1. In the case of a medical emergency involving admittance to a hospital or a claim in excess of €500 you need to contact the Claims Helpline immediately on 091-560 615 to check that you are covered.
  2. Where the claim is likely to be less than €500 you may pay the costs and claim the money back from Mapfre when you return from holiday.

Delays

  1. Always obtain written confirmation of any travel delay or cancellation from the airline, ferry, railway or coach operator etc.

Loss or damage of personal posessions

  1. Take all possible precautions for safeguarding your belongings.
  2. If any of your belongings are lost or damaged, report it to the required authority within 24 hours (e.g. police, airline, hotel etc) and obtain an official report.
  3. Keep all receipts, accounts and documentary evidence, as you will need them to make your claim.

Personal liability

  1. Do not agree to pay any potential claim against you for personal liability without consulting the claims helpline.

Complaints Procedure

We aim to provide a first class service at all times. However if you have any complaint regarding the standard of service you have received under your policy, the following procedure is available to you to resolve the situation.

If You have any complaint about the insurance contract, You should contact Your Broker / Agent who issued the Policy. If Your complaint is not resolved to Your satisfaction please write to:

General Manager
Mapfre Asistencia Agency Ireland
22-26 Prospect Hill
Galway

If the matter is not resolved to Your satisfaction and the matter relates to Sections 2 and 3, please contact:

The Claims Manager,
UK Underwriting Ltd,
2 Gibraltar House,
Bowcliffe Road,
Leeds,
LS10 1RJ.

If You are still dissatisfied, You may contact:

The Insurance Federation's Insurance Information Service,
39 Molesworth Street
Dublin 2

Telephone: 01 676 1914
Fax: 01 676 1943
Email: fed@iif.ie
www.iif.ie

or

The Financial Services Ombudsman's Bureau,
Third Floor Lincoln House, Lincoln Place,
Dublin 2

LoCall: 1890 882 090 Telephone: 01 662 0899
Fax: 01 662 0899
Email: mailto:enquiries@financialombudsman.ie
www.financialombudsman.ie

Taking any of these options will not prejudice Your right to take legal action.