What should I do if I want to make a complaint?

We are committed to providing you with a professional and efficient service. However, if we do not deliver to these high standards of service, or if we make a mistake, we want to know. We will investigate your complaint and try to resolve the issue as quickly as possible.

We will do everything possible to ensure that you receive a high standard of service. If you have any questions or concerns about your policy or a claim you should in the first instance contact:

If you wish to make a complaint at any time please contact

Customer Service Manager. All Seasons Underwriting Insurance Brokers Ltd. Peek House. 1st Floor, 20 Eastcheap, London. EC3M 1EB.
Telephone: 020 7481 2399
Email: claims@asuia.com

In the event that you remain dissatisfied you may at any time ask the Complaints Department at Lloyd’s to review your case (this would not affect your rights to take legal action if necessary). Lloyd’s contact details are:

Complaints: One Lime Street, London, EC3M 7HA
Telephone: 020 7327 5693
Fax: 020 7327 5225
E-mail: complaints@lloyds.com
Website: www.lloyds.com/complaints

Details of Lloyd’s complaints procedures are set out in a leaflet “Your Complaint - How We Can Help” available at www.lloyds.com/complaints and are also available from the above address.

If you have purchased your policy online you can also make a complaint via the EU’s online dispute resolution (ODR) platform. The website for the ODR platform is: ec.europa.eu/consumers/odr

Upon receipt of your complaint the ODR will escalate your complaint to your local dispute resolution service – this process is free and conducted entirely online.

If you remain dissatisfied your complaint may be referred to the Financial Ombudsman Services, the address is:

Financial Ombudsman Service. Exchange Tower, London, E14 9SR
Telephone: 0800 023 4567 or 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

The FOS is an independent service in the UK for settling disputes between consumers and businesses providing financial services. You can find more information on the FOS at www.financial-ombudsman.org.uk.

How can I buy your insurance?

You can buy our insurance on line using a Visa or Master card.

What countries can I travel to?

  • Worldwide, including USA, Canada & Caribbean excluding Cuba, Syria, Iran and North Korea.
  • Europe is defined as the continent of Europe which includes the following countries: Austria, Belgium, Czech Republic, Denmark, Estonia , Finland, France, Germany, Greece, Hungary, Iceland (not a European Union Member State), Italy, Latvia, Liechtenstein (not a European Union Member State), Lithuania, Luxembourg, Malta, Netherlands, Norway (not a European Union Member State), Poland, Portugal, Slovakia, Slovenia, Spain, Sweden & Swiss (not a European Union Member State.

If I have a pre-existing medical condition, will this insurance cover me?

This insurance does not cover any pre-existing medical conditions, so anything that arises that is connected with a pre-existing medical condition will not be covered under any section of this insurance. Please ensure that you have suitable cover in place if you wish to include any pre-existing medical conditions.

What is a policy excess?

You and each person named on the insurance will be responsible to pay for the first part of a claim made under certain sections of this insurance (shown in your schedule of cover) this is known as the "Excess".

Why do I require travel insurance in Europe if I have the European Health Insurance Card (EHIC)?

The European Health Insurance Card (EHIC) replaced the old E111 in 2006. Your EHIC lets you get state healthcare at a reduced cost or sometimes for free. It will cover you for treatment that is needed to allow you to continue your stay until your planned return. As the EHIC, in some cases, only provides reduced costs for medical treatment, we would highly recommend that you take out suitable travel insurance. Please be aware that the EHIC does not provide cover for Emergency Medical Repatriation or all other non-medical related losses such as personal baggage, money, passport etc.

Should I take cash overseas?

  • Take as little cash in local currency as possible as most countries now accept major credit/debit cards such as Visa and MasterCard.
  • Take traveler's cheques if necessary, but the best option is credit/debit cards.
  • When travelling, keep all cards and money in a money belt when you are out. Keep this in an approved safety deposit box at your accommodation when you are there. Also keep your passport and travel documents in a safety deposit box. Should your cash, credit/debit cards or travelers cheques be lost or stolen, you must report this to the local Police immediately and obtain a Police Report to be able to submit a possible claim.

What does Baggage/Personal Effects mean?

Baggage/Personal Effects means the entire items that you are taking with you, such as your suitcases, bags and their entire contents which you will be taking on your trip. This also includes the items worn or carried by you for your use on the trip. There may be certain restrictions to the amounts that you can claim for, such as per item, total amount for valuables etc. Please refer to your schedule of cover for full details.

If your Baggage/Personal effect are lost or stolen, you must report this to the local Police and obtain a Police Report to be able to submit a possible claim.

What is the procedure if I have a Medical Emergency abroad?

Our Emergency Medical Assistance Service is Mayday Assistance and provides Assistance worldwide. Mayday Assistance specializes in emergency assistance services and operates 24 hours a day, 365 days a year. Please contact Mayday Assistance in the event of a Medical Emergency abroad. Their telephone number is: +44 (0) 1273 624 661, Fax: +44 (0) 1273 606 390. Email: operations@maydayassistance.com. Website: www.maydayassistance.com. When calling from overseas, please quote your Policy Number and VASCO Travel Insurance

What if I lose my passport or it is stolen?

We would always suggest that you keep a copy of your passport number and personal details page separately as this will assist in the event of needing a new one.
If your passport is lost or stolen overseas you must report it to the local Police and obtain a Police Report. Contact the nearest Consulate, Embassy or High Commission related to your country of domicile. They will help you to report the loss to the relevant passport issuing office and help you to obtain replacement travel documentation.

How to Buy Your Service Online?

Please follow the following steps:
Get a quick quote solely, by selecting the type of the Insurance Policy according to your preferred needs. E.g.: Single Trip, Multi Trip or Annual Trip.
Please fill the following details:
  • Travelling from- to
  • Date of travel from- to
  • Personal details:
  • Age (s)
  • Number of travellers
  • This insurance does not cover any pre-existing medical conditions, so anything that arises that is connected with a preexisting medical condition will not be covered under any section of this insurance. Please ensure that you have suitable cover in place if you wish to include any pre-existing medical conditions.
  • Proceed to a more detailed quote and secure purchase by providing the full details, required in the subsequent pages.
  • This allows you to tailor the policy and ensure that it meets your demands and needs

How Do I Find My Receipt?

Please provide the valid and accurate email address while purchasing. You will receive your policy documentation as the receipt at the email address you have provided.

Does Your Site Provide Online Payment Security?

Our website employs are the highest industry standard technology to tolerate for the encryption of all your personal data, including your credit card details.
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