If you have bought an insurance policy before 31st August 2020 please see the information below (The Claims Procedure and Contact Information). For General Enquiries please call 0300 303 2610 and a member of the TIF Group team will be able to help you. If you have any further queries please contact the Ski Club Membership team on 020 8410 2015 and if you would like a copy of a Policy Wording or IPID please email members@skiclub.co.uk

Policy Documents - 2015 to 2019

Policies 2019 – 13th March 2020

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Policies dated 2018

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Policies dated 2017

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Policies dated 2016

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Policies taken 2015

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Policies taken prior 31st August 2015

  • Policies purchased prior to 31st August 2015 - click here

24/7 Emergency assistance

24/7 Emergency Assistance

What to do in case of a medical emergency abroad
Firstly if you are in an emergency then you will need to call the local equivalent of 999, which in the USA is 911 and in the EU is 112 for a local ambulance service.
Do not ask your hotel or rep to arrange for you to attend a hospital, they will not always make arrangements based on your best interests or clinical needs.
You can contact tifgroup assistance in an emergency by calling +44 (0) 333 003 7388. You can also email them at assistance@tifgroup.co.uk.
When you call our assistance service, you will speak to a member of our team who will help guide you through what you need to do and advise how they can support you.

You will need to have some basic information for them to hand:

  • Your telephone number, (and email).
  • The name and age of the patient and as much information about the medical situation as possible.
  • The name of the hospital, the ward, the treating doctor and the telephone numbers if you have them.
  • Tell them that you have a Ski Club Travel Insurance policy, policy number, the date you bought it and your booked travel dates.
  • The patient’s UK GP details, name, address and phone number (in case more information on current medical conditions and treatment is needed).

More information can be found in your policy wording or in the tabs below.

What can the Assistance team do for you?

Our first priority is to ensure you have access to optimal care and doctors who will work with your best clinical outcome as priority. To make sure we meet your expectations it is important that you know what the assistance team and your policy can do for you;
Important things to remember and what to expect:

  • Your policy is not private healthcare and so will not cover medical expenses in a private clinic unless agreed by our team in advance and only where there are no clinically capable state facilities available. If you choose to have treatment or remain in a private facility without our approval then you are unlikely to receive reimbursement for treatment or costs incurred
  • It is our experience that in most areas of the world, optimal care is found in the public sector. So, if you are admitted to a private facility, when it is safe to do so, we may make arrangements to move you to an alternative facility.
  • The policy covers emergency and necessary treatment only, so if treatment can reasonably wait until you get home then this will not be covered by the policy.
  • We will work with your best medical interest at the centre of every decision we make.
  • We will manage your expectations, however please bear in mind that medical situations can change very quickly and so sometimes things change that are outside of our control.
  • Because we are a 24/7 operation we cannot guarantee that the same person will handle your case throughout, but where possible we try to so that you have a familiar voice to speak to.
  • We will need to confirm that both your policy is valid and ensure that the circumstances of your injury or illness are covered, we will do this as quickly as we can.

 

Coming home…

Although the local doctor might discharge you from hospital and suggest that you can return home, some may even issue a ‘Fit to Fly’ there are regulations imposed by airlines regarding when you can, and cannot fly following a serious accident or an operation. Our team have experience of transporting thousands of unwell and injured passengers across the globe. They are therefore, best placed to make the decision as to when it is safe for you to fly, rather than a treating doctor who may not have any specific repatriation experience. We will only consider repatriating you before treatment, or stabilisation of a condition when the risk of you staying where you are is greater than the risk associated with moving you.
We know that you want to get home at the earliest opportunity, however we want to get you home safely and that doesn’t always mean it’ll be right away. Therefore, our medical team may recommend an extended stay in the hospital (or a local hotel) until your condition has stabilized sufficiently to allow your safe return home.
Transfer by Air Ambulance; aviation at any level comes with significant risk when someone is unwell. We consider the use of Air Ambulance transfer very carefully and generally they are only used in exceptional circumstances and based on what our medical team consider to be clinically appropriate.
Anything else?

We have created a page where you can review information relating to our ethos and philosophies in relation to assistance, repatriation and medical care across the globe.
For more information please visit our dedicated Philosophies page.

CLAIMS INFORMATION

If you purchased a policy prior to 1st September 2015 please view the following page.
If you need to make a claim on your Ski Club Travel Insurance policy, our Claims teams at Travel Claims Facilities (TCF) will make the process as simple and straight forward as possible. They will try to make sure that your claim is dealt with efficiently, quickly and fairly with all calls handled by our UK-based team. Our policy documents are written to avoid jargon and we pride ourselves on putting our customers first.

To make a claim, you will need to download and print off a claim form. Once completed, send back to:
Travel Claims Facilities
PO Box 395
Monks Green Farm
Mangrove Lane
Hertford
SG13 9JW

and upon receiving it, Travel Claims Facilities will begin the assessment process. If you don’t have a printer, just contact us and we can post a form out to you. 

Claims Guidelines

Please follow the guidelines below to make it easier for our Claims team to process your claim quickly:

  • Please write clearly and legibly – we recommend using block capitals and a black pen
  • Provide as much information about the circumstances of your claim as possible – if there is not enough room on the claims form use a separate sheet of paper
  • If you are making a cancellation claim please get a claim form before you ask your doctor for a medical certificate
  • Please make sure that you provide all the necessary supporting documentation with your claim form – at the end of each section in your policy wording, there is a section titled ‘What to do if you need to make a claim’ which details what is needed for your claim
  • All supporting documentation must be the originals. We strongly suggest that you keep a copy of anything that you send to the Claims Department just in case something is mislaid by the postal system
  • If you need to contact the Claims team, please make sure you have some basic information to hand such as your policy number, claims number and what type of claim you are making.

Once the Claims team have received your completed claims form and have all the information and supporting documentation that they need, turnaround time is usually 10 working days (based on a Mon-Fri working week).
All phone calls are returned within 48 hours, whereas letters or emails will be responded to within 5 working days.
Our Claims Centre is open from 8am – 8pm Monday – Friday and 9am – 1pm Saturday
Please note, our personal possessions cover is not ‘new for old’ and an amount for age, wear and tear will be deducted. Details of wear and tear deductions are available here.

*Ski Club members save 15% on all travel insurance policies compared to non-members.

claims forms

To make claiming on your Ski Club travel insurance policy easier and quicker, please download and print the relevant claim form using the links below.
For more information on making a claim, please refer to your Policy Wording.

If you have any further issues or questions about your travel insurance claim, please contact us on 02038 240 690 Monday to Friday 8am – 8pm and 9am – 1pm Saturday (closed bank holidays) or email us at claims@tif-plc.co.uk.
If you purchased a policy prior to 1st September 2015 please view the following page.


Cancellation Claim Form

Please download the cancellation claim form below. Please send the completed form and supporting documentation to;
Travel Claims Facilities
PO Box 395
Monks Green Farm
Mangrove Lane
Hertford
SG13 9JW
ME19 4UY

Download Form

- Claims Form
Curtaliment Form
- Medical Expenses Claim
Claim for Posessions

Contact Us

Are you looking to claim for cancellation costs that you have already incurred?

Start your cancellation claim here
To find out more about our claims process, please click here

If your travel company has cancelled your trip

If your travel company or airline has cancelled your booking due to the coronavirus outbreak, it is their responsibility to offer you either alternative options or a refund.
We can either:

  • Change the dates on your policy to reflect your amended holiday dates. We will not charge an admin fee, but please note there may be an increased cost to your policy if you extend your trip duration or change the World area you are travelling to. Amend your policy dates by completing the contact form below.
  • We can cancel and refund your policy. Please note, we can offer you a full refund on your policy if you wish to cancel within the 14-day cooling off period. If you cancel after 14 days, standard terms and conditions apply, click here to read our cancellation T&Cs

At Ski Club Travel Insurance, we are passionate about providing the best customer service possible. Given the changing advice, travel restrictions and evolving COVID-19 situation, as you can imagine, our teams have been overwhelmed and need a little time to respond to everyone.
We are working hard to support you all; please bear with us and do watch this website for further updates. We will post all our news and updates here and so this should give you all the answers you need.
To ensure we can prioritise help to customers who are currently abroad, please only contact us directly if:

  • You are in an emergency medical situation abroad please call 0333 003 7388 or email assistance@tifgroup.co.uk
  • You are travelling with the next 72 hours and have an urgent change needed to an existing policy

If you’d like to find out any more about your policy, please fill in the form below. Please be aware that due to the outbreak and it’s effect on the travel industry, this may take longer to respond to than usual.

Complaints

We try to live up to our customer promise by setting ourselves high standards. However, there are sometimes cases in which you may feel that your experience with us was not up to the standard you were expecting. If this happens, we want you to tell us. We’ll do our best to put things right as soon as possible or explain something we could have made clearer.

Please contact us using the form below but to make sure we can help tell us:

  • Your personal details
  • Your policy/claim details
  • What’s gone wrong
  • What you want us to do to put things right
  • Send us an email: complaints@tifgroup.co.uk
  • Write to: The Customer Insights Manager, URV, 1, Tower View, Kings Hill, West Malling, Kent, ME19 4UY
  • Telephone: 0203 829 6604

 

What we’ll do to resolve your complaint

  • We empower our staff to support you and aim to resolve most issues within three working days, following receipt of your complaint.
  • If we can’t resolve it within 3 working days, we will be in touch with you as soon as we can and let you know what will happen next
  • We’ll treat your complaint fairly
  • We’ll resolve your complaint as soon as possible
  • For more complex issues it’s likely that we will need longer to look into what’s happened and we may ask you for further information to help us reach a decision
  • We’ll give you regular updates

And once we’ve dealt with your complaint, we’ll go back and see what we can learn from your experience.

If you’re not happy with our response to your complaint

If you feel we’ve not considered all of your issues or you can provide further information, please let us know and we’ll be happy to review it. But if you’re unhappy with the outcome or we’ve been unable to resolve it within 8 weeks you can ask the Financial Ombudsman Service (FOS) to carry out an independent review of your complaint. FOS is an agency for arbitrating on unresolved complaints between regulated firms and their clients. The service provided by the FOS is free and impartial and contacting them does not affect your legal rights. If you decide to contact them, you should do so within 6 months of our response letter.
You can contact them by:
Email: complaint.info@financial-ombudsman.org.uk
Phone: UK: 0300 123 9123 or 0800 023 4567 Abroad: +44 20 7964 0500
Writing to: Financial Ombudsman Service Exchange Tower London E14 9SR
Their website also has a great deal of useful information: www.financial-ombudsman.org.uk
If you have purchased your policy on line and are unhappy with the product or the service you received, you can also use the European Commission’s Online Dispute Resolution service to make a complaint at http://ec.europa.eu/consumers/odr/ . The purpose of this platform is to identify a suitable Alternative Dispute Resolution (ADR) provider and we expect that this will be the Financial Ombudsman Service.