Here to help when you need us most
We pride ourselves on our customer service, which may be one of the reasons we were voted the nation’s Most Trusted Travel Insurance Provider by Moneywise for 2017 and 2018.
We have a specialist team available 24/7 worldwide for medical emergencies, ready to help you find the right care and to confirm you’re covered, should the worst happen when you’re on holiday.
Having your travel insurance policy you can trust can help when you need it most.
Click here to read our customers’ experiences when claiming with us
How we helped Denise
Denise had a fall while on holiday, fracturing her hip. Due to her pre-existing medical conditions, it was decided that she could receive better and faster care back in the UK. We helped Denise get home safely. See her story below.
“It seemed to lift every worry I had off my shoulders. There was a plane sorted out and I was on my way home. I can’t fault it.” Denise said.
Michael, Denise’s husband, continued: “They’d organised an aircraft, two pilots, a doctor, a nurse and they flew us back into Newquay where we then had a road ambulance.
“The service was first class, it really was.
“The peace of mind of that service and cover is brilliant. I don’t think we’d ever think about going abroad without any proper medical cover.”
How else we help
As well as being a helping hand during a medical emergency, we also help reimburse holiday mishaps once you’re home.
It’s important to make sure you let us know as soon as you have an incident that you feel you need to claim for. We can then confirm whether it’s covered in your policy and the supporting information you’ll need to supply.
In 2018 alone, we paid over £24 million in claims, so our customers had peace of mind when they needed it the most.
We try to make claiming as easy and straightforward as possible and most claims can be submitted online or paper copies can be requested and submitted by post.
Once a claim has been approved, 98% are paid within 5 working days.*** We’ve also put together a guide on how to avoid claim rejections.
Below are just some of our customer reviews from September 2019, when claiming with us:
John Maishman
Really good service
Had to make a claim 2 years ago had no problems really good service.
Fiona Bissett
Dealt with immediately
Very helpful and needed to claim when I was on holiday. All dealt with immediately and no forms to fill in. Thank you.
Jackie Richardson
Payment was made quickly with no issues
Took my insurance out with Staysure for 2019, I made a claim for flight delay payment was made quickly no issues, renewed again for 2020.
John
Claims handling service is excellent
Due to a newly discovered medical condition we had to cancel a cruise which gave rise to making a claim under our Staysure Travel Policy.
Our claim was dealt with promptly and professionally, settlement being made in full and without undue delay. Our experience with the claims handling service is excellent, certainly 5 star.
Need to Make a Claim?
If you need to make a claim, you can download the relevant claims form here. If you need to call us, our dedicated team is here to support you.
Medical emergencies
Please contact the Great Lakes Insurance SE 24 hrs Emergency & Repatriation Assistance Helpline:
Outside UK: +44 1403 288 414
When calling from within the USA: +1 844 780 0639
When calling from within Canada: +1 819 780 0639
Inside UK: 01403 288 414
Other claims
Inside the UK: 01403 288 410
Outside the UK: + 44 1403 288 410