Endsleigh Insurance Guide. In partnership with Camp Leaders

Transcription

1 Endsleigh Insurance Guide In partnership with Camp Leaders 20 th March 2012

2 Contents Introduction... 3 Making an insurance claim... 4 A step by step guide to making an insurance claim... 4 Frequently Asked Questions... 6

3 Introduction Camp Leaders has partnered with Endsleigh Insurance to provide all of their participants with medical insurance and to ensure that they are protected for the unexpected. Endsleigh insurance has been providing insurance to the youth and education sector since 1965 and is a recognised and trusted brand within these markets. Camp Leaders, in partnership with Endsleigh, offer the participants two types of policies, as follows: Medical insurance - Provided as standard for up to 90 days Policy Number: NG This policy is designed to cover participants for emergency medical expenses including medical or dental treatment abroad and repatriation. All Camp Leaders' participants will receive this coverage as standard for a period of up to 90 days. It can be extended by the participant for longer, at an additional cost, if they so wish, providing no claims have been made, and no incidents have arisen that could lead to a claim being made. Travel Upgrade policy Camp Leaders' participants can 'add on' this policy for an additional cost. Policy Number: NG This policy is designed to cover participants for additional travel elements that they would like to insure including cancellation, baggage, personal accident and legal liability. The Camp Leaders policies are underwritten by Inter Partner Assistance. A summary of cover provided by each policy is shown below: Summary of cover Cover Medical policy Travel Upgrade policy Emergency Medical Expenses & Repatriation 5,000,000 / $7,836,990 X Emergency Dental Treatment 250 / $390 X Funeral Expenses Abroad 2,000 / $3121 X Baggage X 2,000 / $3,121 Cancellation or Curtailment charges X 2,000 / $3,121 Personal Accident X 15,000 / $23,411 Personal Money X 200 / $312 Personal Liability X 1,000,000 / $1,560,792 Missed Departure X 250 / $392 Overseas Legal Expenses x 10,000/ $15,653 Amount deductable: The first 50 / $78 of each and every claim per incident claimed for by each insured person except for claims under personal liability, personal accident and legal expenses where no amount deductable applies. The excess / cover levels stated above in US dollars ($) is based on the official exchange rate to GBP ( ) prevailing at the time of going to print and is for information only. The excess stated in GBP ( ) is valid for all purposes.

4 Emergency and medical service Making an insurance claim It is important that the participant contacts the Emergency Assistance Service in the event of a serious illness or accident which may lead to inpatient hospital treatment or before any arrangements are made for repatriation or in the event of curtailment necessitating an early return home. While we understand that this is not always possible to do immediately in emergency situations, getting in touch with the Emergency Assistance Service as soon as possible and supplying the medical care provider with the appropriate details of insurance coverage, will ensure that the claim is dealt with in the most efficient manner. The Emergency Assistance Service is provided by AXA Assistance and has the medical expertise, contacts and facilities to help should a participant be injured in an accident or fall ill while abroad. The service operates 24 hours a day, 365 days a year for advice, assistance, making arrangements for hospital admission, repatriation and authorisation of medical expenses. Payment for medical treatment abroad If a participant is admitted to a hospital/clinic while abroad, the Emergency Assistance Service will arrange for medical expenses covered by the policy to be paid direct to the hospital/clinic. To take advantage of this benefit, the Emergency Assistance Service must be contacted as soon as possible on: For simple out-patient treatment, participants should pay the hospital/clinic themselves and claim back medical expenses on their return home. Please note: claims for medical treatment relating to any incident which is a direct result of the participant's work at camp should be claimed through the camp's Worker's Compensation policy. Other claims If the participant has cause to notify a claim or has any questions regarding a claim, please ask them to contact Endsleigh as soon as possible and our trained claims staff will be happy to help them. The easiest way for a participant to submit a claim is online at Endsleigh is open between the hours of 9 am to 5pm (GMT) 7 days a week. If the participant would like to speak to a claims advisor between these times, please ask them to dial: Please see page below to view the process the participant will follow when making a claim. Definitions What is an emergency medical claim? This refers to serious illness or accident which may lead to in- patient hospital (overnight) treatment. What is a non emergency medical claim? This refers to any out-patient (not hospitalised) treatment required and cover sections listed under the travel upgrade policy.

5 A Step by Step Guide to Making an Insurance Claim Outlined below is the process a participant would follow in the event of a claim. If a participant needs to contact the Emergency Assistance Service OR If a participant needs to make any other claims OR Emergency and medical service The participant calls AXA Assistance on , they will be able to confirm if cover applies and arrange payment Online Application Submit Via: Telephone Contact Participant calls between 9am to 5pm GMT to speak directly with the claims team Call Back The claims handler will receive the and call participant to complete a claim form. Claims Form Claim form completed over the phone and necessary information requested. Provide Information We will request further information such as medical reports and bills, crime reference number (for stolen items), proof of ownership of an item or details of the cancellation of the trip Receive documents We will process any documents within 5 working days of receipt, upon which we may require additional information Settlement Bank transfer payment or Check is dispatched less the policy deductible Further information on the claims service can be found in the FAQ section at the back of this document.

6 Frequently Asked Questions Can I deal with the claim on the behalf of the participant? Yes. We understand that it may not be convenient for the participant to handle the claim. Can the participant claim online? If the participant has already paid for their medical treatment, or would like to make a non-medical claim, the easiest way for them to submit a claim is online. Please ask them to visit or log into their Camp Leaders online account for details on how to claim. Once they have submitted their claim online, a member of our claims team will contact them within the next working day to advise of the next steps. What will claims handlers need from the participant? In all circumstances, we will require copies of the participant s travel documents to confirm travel dates and the location visited. If the claim is for out-patient treatment, copies of their medical report and medical bills will be required. It is important that the participant collects this from the hospital or medical centre before the bill is paid by the camp (if you choose to pay the bill and recover afterwards) or by the participant. Failure to do this could result in a delayed payment as it is very difficult for AXA Assistance to obtain these documents once a bill has been settled direct with the medical centre or hospital. If the claim is for cancellation due to illness or injury, we will require a medical certificate from a doctor stating that this necessarily and reasonably prevents the participant from travelling. Prior to curtailment of a trip a medical certificate must be obtained from a doctor and prior approval of the Emergency Assistance Service must be obtained to confirm the necessity to return home. Alternatively, if the claim is for lost or damaged property, we will request proof of ownership for the items. Acceptable proof of ownership include receipts, evidence of movement of funds (for example a bank statement), a photograph of the item, or for electrical items, a copy of the box or manual. The participant should refer to policy wording for full details of special conditions relating to claims. Can a participant still claim if they do not have the documents? the claim if they do not have the required information. If they are reporting the claim online, they will need to tick the box to indicate that they do not have the documentation available and a member of our Claims Department will contact the participant to discuss this further. When should the participant contact the insurer about their claim? Claims for medical treatment abroad should be notified straight away, however for other claims the participant can claim any time within 31 days of the incident. How will the claim be settled? If a participant is admitted to a hospital/clinic while abroad, the Emergency Assistance Service will arrange for medical expenses covered by the policy to be paid direct to the hospital/clinic. For other claims, most settlements will be made by sending the participant a check for the value of the loss, less the policy deductible (If applicable).

7 For lost or damaged items, the value will be based upon the current replacement cost, less a deduction for wear and tear. For medical expenses, the value will be representative of that paid less the amount of the policy deductible, which must be paid by the participant. How long will the claim take to settle? Depending on the type of claim, we will aim to settle the claim within five working days of receiving the relevant documentation. To avoid delay, we recommend that the participant sends all documentation to us after reporting their claim. To expedite this process, the documents can be ed to travel.claims@endsleigh.co.uk Can you accept scanned images or photocopies of documents? For medical and non-medical claims, we are happy to accept scanned images, photographs or photocopies of documents, provided these are legible. Can the participant send their documents to you when they get home? Yes. They will need to let us know if they intend to delay sending their documents and we will happily keep the claim open for when they are ready to proceed. Should lost or stolen items be reported to the police? Yes. All incidents of loss or theft should be reported to the police within 24 hours of discovery.