Age Co Travel Insurance provided by AllClear

Welcome to your dedicated customer area for Age Co Travel Insurance. On this page, you’ll find a range of useful details and documents to help you manage your cover.

Contact us

Contact us

To amend your policy, add a new medical condition or talk to a member of staff:

Telephone the AllClear call centre: 01708 339 059
Lines are open:

  • Monday to Saturday , 9am to 5.30pm; Sunday, 10am to 5pm (excluding bank holidays).

If you need assistance while on holiday:

Telephone Zurich Assist
Outside UK: +44 (0)203 467 4122
UK-based emergencies: 0203 467 4122

Lines are open 24/7. Quote reference ‘AllClear’.

Zurich Assist is a travel assistance program, who help us take care of our customers while travelling.

If you get help from Zurich Assist during your trip and incur any costs that the policy covers, you will need to claim back these expenses after you return home. Please see below for details on how to do this.

Make a claim

How to make a claim on your Travel Insurance

If you need to make a claim, please ensure that you notify us within 30 days of your trip ending.

Get in touch

Claims can be submitted online. Simply complete the online form here: www.submit-claim.com/allclear.

Please note: Claims are logged through the Reactive Claims website; they are a recognised Claims Management Service.

To discuss an existing claim or make a claim via the phone, please call: 01420 259 055
Lines are open Monday to Friday, 9am to 5.30pm (excluding bank holidays).

Have to hand

When making a claim, you’ll need to have the following information to hand:

  • Original policy
  • Policy schedule
  • Confirmation of booking

 

Terms and Conditions

You should also make sure your claim doesn’t fall outside of the policy terms and conditions. It might be helpful to know that:

  • All claims, outside of emergency medical treatment, must be raised within 30 days of your return to the UK.
  • Lost, stolen or burgled property need to have been reported to the police within 24 hours, and you’ll need an official police report to make a claim.
  • There are a few scenarios where an official letter/report may be needed to support a claim. For example, if your departure was delayed, you’ll need an official letter from the transport provider that explains why the delay occurred and how long it lasted.


Remember, all details concerning your policy are in the terms and conditions. Any questions, simply call: 01708 339 059

 

Supporting a claim

Documents needed to make a travel insurance claim

The tables below offer a breakdown of the most commonly required supporting documents needed for a claim.

Please note: As each claim is unique, you may be asked to provide evidence not listed here.

Cancellation

You’ll need to provide proof of cancellation. This evidence will vary depending on the reason why your trip did not take place.

Cancellation by third party

Medical cancellation

Death of a close relative or travel companion

Cancellation invoice/s from travel agent, airline or accommodation provider.

Medical certificate completed by GP.

This needs to be completed by the GP of the individual whose illness/injury/death has caused the claim.

For COVID-19, you’ll need evidence you have tested positive, e.g. NHS e-mail or report from a private provider.

This must confirm the date you took the test and the date you received their results.

Death certificate.

This must confirm the cause of death.

If you’ve received medical treatment

Please provide the following if your claim concerns emergency medical treatment or other hospital benefit during your trip.

Medical Report

Itemised invoices for the costs incurred

Relevant Documentation

This must confirm the diagnosis you received abroad.

 

The total amount shown on the invoices should be the same as the amount that you are claiming, and we should be able to see an itemised breakdown of this total figure to determine how the total amount was made up.

For any other associated costs claimed, i.e. flights and/or accommodation.

Claims for lost or stolen items

If your baggage or other personal possession has been lost or stolen, you’ll need to provide the following.

Police Report

Proof of ownership of the item claimed

Repair estimate

Or other evidence that the items claimed have been reported as lost/stolen.

This can be a receipt, invoice, order confirmation e-mail or bank statement showing the purchase. If the item was a gift, a statement from the person who gave it to you may be considered.

Any documentation provided as proof of ownership must confirm the date of purchase and the amount paid.

If an item is damaged,  a repair estimate detailing the cost to repair the item.

If the item is beyond economical repair, confirmation from the company/shop/person you took the item to in order to determine if it can be repaired.

Claims for long delays or travel abandonment

If you were delayed for at least 12 hours or had to abandon your trip due to a long delay, then you’ll need to provide the below.

Written confirmation of the reason why the flight was delayed or cancelled

 

Written confirmation that the airline could not offer an alternative flight within 12/24 hours

 

This can be an e-mail or letter from the airline. Generally, airlines generate a templated letter for insurance purposes that confirms the length and reason for the delay.

In the event of abandonment, you will need written confirmation from the airline (letter, e-mail, web chat transcript) stating that they could not offer an alternative flight within the timeframe outlined in your policy wording.

Policy Documents

FAQs

How long do travel insurance claims take?

As claims vary in complexity, so too do the timings involved. On average, claims are processed within 5 working days. However, this time frame does depend on all the necessary documents being delivered when a claim is made. If documents are missing or if the case is complex and follow-up questions are required, further time will be needed before the claim handlers can make a decision.

Why do travel insurance claims get denied?

Unfortunately, some claims do get denied. If you would like to ensure your claim has the best chance of success, it is recommended you double-check that any incident is covered by your policy and review what documentation might be needed for support. If you’re unsure of these details, simply reach out and a member of the AllClear team will be happy to assist: 01708 339 059


It's also important to check the excess on your cover, as this amount is deducted on claims before any money is paid in settlement. If your claim is lower than the excess amount your claim may be successful but no payment would be due. 

Can I still travel using a policy I’ve made a claim on?

If you have an annual policy, then the answer is yes. You can make multiple claims throughout the policy’s time period and still be protected during your next trip.
However, if you used a single trip policy for your last holiday, you will no longer be covered - regardless of whether you made a claim or not. The only way to stay protected on a single product for multiple trips is to take an annual plan.

Does travel insurance include a ‘no claims’ discount?

Unlike some other types of insurance, travel insurance doesn’t offer a ‘no claims’ discount. This is because when you make a claim on travel insurance it does not affect the cost of your premiums.

Which third parties help deliver Age Co Travel Insurance?

Understanding our customers and their needs has always informed the products we sell and who we work with to provide them. Several third parties are involved in helping Age Co Travel Insurance deliver quality protection to those who take out a policy.

Age Co Travel Insurance is provided IES Limited and administered by AllClear Insurance Services Ltd. They specialise in helping people with pre-existing medical conditions find travel cover.


Zurich Assist is a travel assistance program that helps deliver medical assistance while customers are travelling. Should you need emergency care or advice, Zurich Assist will be on hand to help you.

Claims Management Service is delivered by Reactive Claims. When you need to start a new claim, you’ll be directed to their online system to log key details.

By working together, Age Co and our third party partners help more people travel with confidence.

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Age Co Travel Insurance is provided by IES Limited, trading as AllClear, which is registered in Gibraltar company number 117274. Registered Office: 1st Floor, Portland House, Glacis Road, Gibraltar, GX11 1AA. IES Limited is licensed and regulated by the Gibraltar Financial Services Commission number FSC25393 and trades into the UK on a freedom of services basis, FCA FRN 824283. IES Limited will contribute to Age Co a percentage of the premium (excluding IPT) from every Age Co Travel Insurance policy sold. Age Co is 100% owned by Age UK and gives its profits to the charity. Age Co Travel Insurance is administered by AllClear Insurance Services Limited, registered in England No. 04255112. Registered Office: AllClear House, 1 Redwing Court, Ashton Road, Romford, RM3 8QQ. Authorised and Regulated by the Financial Conduct Authority firm reference number 311244. AllClear is a registered trademark.

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