We are sorry to hear that something has gone wrong during your trip. We understand that this may be the first time you have needed to use your insurance policy to make a claim. We have put this guide together to support you in understanding about the claim process and what you can expect.
You should refer to your policy terms and conditions which help by providing useful information about who you should contact in the event of a claim depending on whether you are still away or you have returned home. This information can be found in your personalised wallet of documents.
This guide will provide an understanding of the process where you have paid for your expenses and you wish to claim these back, this is known as ‘pay and claim’
If you wish to submit your claim in an alternative manner this can be done so either via email or by post at the following addresses:
Post: 308 London Rd, Hadleigh, Benfleet SS7 2DD
You can submit your claim through multiple channels, but we strongly suggest that you submit your claim using the dedicated online portal as you do not need to complete a structured paper claim form and you will receive confirmation that your claim has been submitted in the form of a claim number. You can also enter your claim after this has been submitted so you can upload any documentation you need to support your claim in a few easy steps.
Please note, claims are submitted via Claims Settlement Agencies, Ltd. (CSAL), a third-party acting on behalf of Millstream, our underwriters. You will need to register your details when submitting a claim for the first time, as it operates offer a different system to the Ski Club and Ski Club Travel Insurance.
Your claim has now been submitted. If you have logged your claim using the online portal you will have a reference number which will contain the prefix MILL followed by one number, a forward slash symbol and a further six numbers such as – MILL2/123456
If you have submitted your claim using an alternative method, you will receive your claim reference number upon assessment of your claim. You can expect a response to your claim within five working days, but at busier times this response time may be longer than expected. You will receive confirmation of this response time in your automated response.
It is important when you submit your claim that you include all the documents that are required as failure to do so could result in a delay to your claim being settled. Your policy documents provide some examples of key documents required to proceed with your claim.
Your claim will be assessed against your policy terms and conditions to determine the following:
Following the assessment of your claim you will receive one of the following emails:
You do not need to be worried if you are asked to provide further information. It is not unusual and the most common reasons for this are either:
When your response is received you will receive an automatic acknowledgement that your email has been received. You will return back to Step 3 and your claim will be assessed within the timescales set out.
Your claim has now been successfully reviewed and it is ready to be settled following receipt of your original documents and/or the additional documents you have supplied. Your claim will be settled by bank transfer or ‘BACS’ and you can expect to receive your funds within 3 – 5 working days.