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Claims

Making a claim on your return home

First, check your policy schedule and the appropriate section of your policy to make sure that what you are claiming for is covered.

Note: Use of the European Health Insurance Card (EHIC) will remove the policy excess in the event of requiring medical assistance abroad or when submitting a medical expenses claim.

To obtain a claim form:

For policies issued from 1st January 2020:

Please telephone the claims company on 01702 553 443 or visit www.submitaclaim.co.uk/cty.

For policies issued from 1st May 2018 to 31st December 2019:

Please telephone the claims company on 0203 824 0645 or visit www.policyholderclaims.co.uk.

For policies issued from 1st January 2017 to 30th April 2018:

Please telephone the claims company on 0203 824 0712 or visit www.travel-claims.net.

All claims must be notified within 31 days of your return by completing the relevant claim form and enclosing any original documentation, where applicable. Please refer to the relevant section of your policy for specific conditions and details of the supporting evidence.

It is advisable to retain copies of all documents when submitting your claim form.

For full details of the claims process, please refer to your policy document.

Important note

We do not handle claims or claims queries relating to Citybond Suretravel policies, these are exclusively handled by our insurers.

Latest News:

From 00:01 on 17 March 2020, our policies will no longer provide cover for claims directly or indirectly related to a pandemic and/or epidemic, notably at this time Coronavirus (COVID-19) including any related and/or similar condition(s) howsoever called or any mutation of these. This policy will also not provide cover claims relating to the fear or threat of pandemic and/or epidemic, including but not limited to Coronavirus (COVID-19) including any related and/or similar condition(s) howsoever or any mutation of these.

This general exclusion applies to all sections of cover with the exception of Section 2 – Emergency Medical and other expenses as long as, prior to your trip commencing, the Foreign and Commonwealth Office had NOT advised against all (but essential) travel to your intended destination.

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Citybond Suretravel is a trading name of Travel Insurance Facilities Plc which is authorised and regulated by the Financial Conduct Authority, FRN 306537. Company registered in England and Wales No. 03220410, Registered Office: 1 Tower View, Kings Hill, West Malling, Kent, ME19 4UY. All rights reserved.