Claims & Complaints

Medical Emergency|Making a claim| Complaints|Compensation

What to do in the event of a MEDICAL EMERGENCY

If, following an emergency, you are admitted to hospital, you must call the Emergency Medical Service ? OneWorld Assist ? on one of the following numbers or have a travel companion or family member call on your behalf within 48 hours of admission: -

Call Type	Number
Direct Calls Tel:	1-800-663-0399
Collect Calls Tel:	1-604-278-4108

MAKING A CLAIM (Non Emergency Medical and all Other Claims)

YOU MUST COMPLY with the following instructions at the time a loss occurs.

All claims

Telephone OneWorld Assist Toll Free on 1-800-663-0399 to request a claim form. This form will include pertinent instructions and is to be fully completed, signed and returned to Travel Guard Canada within 31 days of receipt.

Non-Emergency Medical and Other expenses

Obtain original bills and receipts showing diagnosis, date and type of treatment, amount charged and the amount you have paid. Obtain medical reports from hospitals, and treating physicians.

Cancellation / Curtailment

Cancel your travel arrangements immediately with the appropriate travel agent, travel arranger or provider of service.

Personal Baggage / Money and Delayed Baggage

Notify the appropriate transportation officials or police immediately of any loss, theft or damage. Obtain a Property Irregularity or Police Report. Airlines require notification before you leave the airport. Obtain a report from the transportation officials confirming a baggage delay and supply evidence of the date and time it was delivered to you.

Note:

Neither OneWorld Assist nor certain underwriters at Lloyd's, nor Morgan Price International Healthcare Ltd is responsible for the availability, quantity, quality or results of any medical or dental treatment received by any person, or for the failure of any person to obtain such treatment.

COMPLAINTS PROCEDURE

In the unlikely event that you are not satisfied with the claims service you receive, please write in the first instance to:

The Manager,
Claims Department,
OneWorld Assist
10th Floor, 6081 No. 3 Road
Richmond, BC
Canada V6Y 2B2

If you wish to make a complaint concerning the policy you should contact:

Crispin Speers and Partners Ltd
St Clare House,
30-33 Minories,
London.
EC3N 1PE

Tel: 44 (0) 20 7977 5700
Fax: 44 (0) 20 7702 9276
E-mail: general@cspinsurance.com

In the event that you remain dissatisfied, you can refer the matter to the Complaints Department at Lloyd's. The contact details are:

Complaints Department
Lloyd's,
One Lime Street,
London
EC3M 7HA

Tel: 020 7327 5693
Fax: 020 7327 5225
E-mail: Complaints@Lloyds.com

Complaints that cannot be resolved by the Complaints Department at Lloyd's may be referred to the Financial Ombudsman Service. Further details will be provided at the appropriate stage of the complaints process. This complaints procedure is without prejudice to your right to take legal proceedings.

COMPENSATION

Lloyd's insurers are covered by the Financial Services Authority's Compensation Scheme. You may be entitled to compensation from the Scheme if a Lloyd's insurer is unable to meet its obligations to you under this contract. If you were entitled to compensation under the Scheme, the level and extent of the compensation would depend on the nature of this contract. Further information about the Scheme is available from the Financial Services Compensation Scheme (7th floor Lloyd's Chambers, Portsoken Street, London E1 8BN) and on their website: http://www.fscs.org.uk/