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Claims

White Horse Insurance Ireland dac

Emergency and Medical Service

One Assist provides immediate help in the event of an Insured Person's illness or injury arising outside your home country — they provide a 24 hour multi-lingual emergency service 365 days a year and can be contacted by telephone.

Emergency Telephone Numbers:

JS Travel Insurance: + 44 (0) 1733 402 046

PJ Hayman Adventure: +44 (0) 1733 224 892

PJ Hyman Longstay / Backpacker: +44 (0) 203 829 6745

Be prepared to give:

a) policy schedule number;

b) name and address of agent from whom it was purchased;

c) dates of outward and return travel;

d) details of problem including name and address of patient and nature of illness/accident;

e) names and telephone numbers of hospital, attending Dr and usual GP in your home country.

The service includes, where necessary:
Multi-lingual assistance with hospitals and doctors
Guarantee of appropriate medical costs;
Repatriation arrangements including a nurse/doctor escort where medically necessary;
Travel arrangements for other members of your party or immediate relative;
On arrival in your home country, suitable transport to hospital or home.

NOTE - Failure to contact the Assistance Company may result in a claim being invalid.

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 EHIC / European Health Insurance Card or private health insurance.

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.

Claims

If you need to make a claim please obtain a claim form by telephoning them the appropriate claims service below within 28 days of your return, and letting them know which section of the policy you are claiming under.

JS Travel Insurance Policies: 01733 224 897

PJ Hayman Adventure Policies: 01733 416 099

PJ Hayman Longstay / Backpacker Policies: 0203 829 6761

Then return your completed claim form to the claims service together with your original policy and policy schedule, confirmation of booking, all original receipts and police reports (which must be obtained within 48 hours of discovery in the event of loss, burglary or theft of money, valuables or any items of personal baggage) and any other evidence requested on the claim form.

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Complaint Procedure

If for any reason, you consider that we have not kept our promise or you have any cause for complaint regarding this insurance, you should write, in the first instance, to:

The Customer Services Manager,
Jade Stanley Ltd,
5 Chapel Mews,
Hove, Waterloo St,
East Sussex
BN3 1AR

If we cannot resolve the differences between us, you can refer the dispute for independent adjudication to:

The Financial Services Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR

Tel: 0300 123 9123

email: complaint.info@financial-ombudsman.org.uk

Please note that the Financial Ombudsman Service will not consider your complaint until you have first written to the underwriter and have received their final decision.

You will not need to write to the underwriter or Financial Ombudsman Service prior to taking legal action against the underwriter.

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