All claims except legal expenses : Tel: 0870 850 8495

Legal expenses only : Tel: 0870 350 5716

Emergency and Medical Service

In the event of a serious illness or accident which may lead to in-patient hospital treatment or before any arrangements are made for repatriation or in the event of Curtailment necessitating Your early return Home. You must contact AXA Assistance. The service is available to You and operates 24 hours a day, 365 days a year for advice, assistance, making arrangements for hospital admission, repatriation and authorisation of medical expenses. If this is not possible because the condition requires immediate emergency treatment You must contact AXA Assistance as soon as possible. Private medical treatment is not covered unless authorised specifically by AXA Assistance.

Medical Assistance Abroad

AXA Assistance has the medical expertise, contacts and facilities to help should You be injured in an accident or fall ill. AXA Assistance will also arrange transport Home when this is considered to be medically necessary or when You have notice of serious illness or death of a Close Relative at Home.

Payment for Medical Treatment Abroad

If You are admitted to a hospital/clinic while abroad, AXA Assistance will arrange for medical expenses covered by the policy to be paid direct to the hospital / clinic. To take advantage of this benefit someone must contact AXA Assistance for You as soon as possible.

For simple out-patient treatment, You should pay the hospital / clinic yourself and claim back medical expenses from Us on Your return to the United Kingdom. Beware of requests for You to sign for excessive treatment or charges. If in doubt regarding any such requests, please call AXA Assistance for guidance.

Contact AXA Assistance on telephone number : +44 (0)845 223 5568

Reciprocal Health Agreements

European Union

If You are travelling to countries within the European Union (EU), the European Economic Area (EEA) or Switzerland You are strongly advised to obtain a European Health Insurance Card (EHIC) from Your local Post Office. You can also apply either online through www.dh.gov.uk/travellers or by telephoning 0845 6062030. This will entitle You to benefit from the reciprocal health care arrangements which exist between countries within the EU/EEA or Switzerland. In the event of liability being accepted for a medical expense which has been reduced by the use of a Form E111/European Health Insurance Card or private health insurance, We will not apply the deduction of excess under Section B - Emergency Medical and Other Expenses.

Australia

If You require medical treatment in Australia You must enrol with a local MEDICARE office. You do not need to enrol on arrival but You must do this after the first occasion You receive treatment. In-patient and out-patient treatment at a public hospital is then available free of charge. Details of how to enrol and the free treatment available can be found in the booklet containing the European Health Insurance Card(EHIC) application form. Alternatively please call AXA Assistance for guidance.

If You are admitted to hospital contact must be made with AXA Assistance as soon as possible and their authority obtained in respect of any treatment NOT available under MEDICARE.

Contact AXA Assistance on telephone number : +44 (0)845 223 5568

Claims

Claim notification

To make a claim contact:

All claims except legal expenses

Legal expenses only

Complaints procedure

Making Yourself heard

We are committed to providing You with an exceptional level of service and customer care. We realise that things can go wrong and there may be occasions when You feel that we have not provided the service You expected. When this happens, we want to hear about it so that we can try to put things right.

Who to contact?

The most important factors in getting Your complaint dealt with as quickly and efficiently as possible are:

1. to be sure You are talking to the right person, and
2. that You are giving them the right information

When You contact us:

Please give us Your name and contact telephone number. Please quote Your policy and/or claim number and the type of policy You hold. Please explain clearly and concisely the reason for Your complaint.

Step One - initiating Your complaint:

Does Your complaint relate to:

1. Your policy?
2. a claim on Your policy?

If A, You need to contact the agent who sold You Your policy. Call 0870 755 6101 or write to:

If B, You need to contact whoever is currently dealing with Your claim.

We expect that the majority of complaints will be quickly and satisfactorily resolved at this stage, but if You are not satisfied, You can take the issue further:

Step Two - if You are still unhappy:

Should the response You receive be unsatisfactory, ask to speak to a Consultant. Where a Consultant cannot assist we will ensure You are put into contact with a Manager who will seek to resolve Your complaint.

Step Three - contacting AXA Head Office:

If Your complaint is one of the few that cannot be resolved by this stage contact the Head of Customer Care, who will arrange for an investigation on behalf of the Chief Executive:

Or You may use e-mail: customercare@axa-insurance.co.uk

Or telephone: 01473 205926, or fax: 01473 205101

Step Four - beyond AXA:

If we have given You our final response and You are still dissatisfied You may refer Your case to the Financial Ombudsman Service (Ombudsman).

The Ombudsman is an independent body that arbitrates on complaints about general insurance products and other financial services.

It will only consider complaints after we have provided You with written confirmation that our internal complaints procedure has been exhausted.

Please note that You have six months from the date of our final response in which to refer Your complaint to the Ombudsman. Referral to the Ombudsman will not affect Your right to take legal action.

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Claims Form Line : Tel: 0870 774 4199

Making a Claim

Quote Reference : Towergate AUL / UKU and then the policy number from your schedule.

When returning the claim form, please include all relevant documentation. Please send originals - not photocopies (keep copies for your records). For all claims you will need to send your original Insurance Certificate and policy wording and your original holiday booking invoice.

Complaint Procedure

We will try to ensure You receive a high standard of service. However, if You are not satisfied with the service in relation to general matters, please contact :

Or in relation to claims :

We will do our very best to resolve any difficulty with You, but if we are unable to do this to Your satisfaction, disputes may be referred to the Financial Ombudsman Service for review:

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