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Roverway Insurance Claims Process

In order to help you through the process of claiming on the UK Contingent Insurance policy please read through the following instructions to understand the necessary steps for your particular claim.

In all instances please ensure you report your claim as soon as possible, failure to do so may affect the success of your claim.

Is your claim for a serious medical emergency which may result in a stay in hospital, hospital treatment or a change of travel arrangements due to delays outside of your control?

If your claim is not a medical emergency then you will need to cover the cost of your claim yourself in the first instance and then follow the process to be reimbursed. If for any reason this is absolutely not possible then the UK Contingent will be able to support you for the duration for the Roverway Experience (please see Claims Process 3). Please ensure you have access to some money in case of emergencies.

Claims Process 1 – Medical Emergencies

Contact:  Unity Assist
Telephone Number: + 44 (0) 208 865 3055
E-mail: unityassistance@intana-assist.com

Please quote ‘Roverway’ upon calling and request a call back.  You will receive a call back within five minutes from a French and English speaker.

Have your policy number to hand as each patrol and the IST have a different number.

You, or the insured person, must do this immediately in the case of serious medical emergency abroad where you or they will need to stay in hospital, have hospital treatment or change travel arrangements.  Remember to have your EHIC card to present upon arrival at the hospital

If you or the insured person cannot contact them immediately, you or they must do so as soon as possible. When calling for help, please provide the following information:

  • the insured person’s name and the address they are staying at;
  • the phone number you, or the insured person, are calling from;
  • the name and phone number of the doctor and hospital treating the insured person;
  • the policy number (shown on your schedule) and your name;
  • the nature of the emergency.

Not making contact, or not following instructions, could affect your claim. The emergency assistance company must agree beforehand any emergency travel expenses involving air travel.

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Claims Process 2 – Individual Claims

For claims under all sections

Contact: Intana
Perrymount Road
Haywards Heath
West Sussex
RH16 1DN

Telephone Number: + 44 (0) 208 865 3059
E-mail: unity@intana-assist.com

How do I make a claim?

1. Contact the relevant number above and report the claim, The insurance company will guide you through the process.

2. Ensure you have the relevant supporting documentation to make your claim:

  • Crime reports (i.e. stolen items)
  • Hospital records (i.e. medical treatment)
  • Lost baggage reports (for lost baggage)
  • Receipts for replacement items where they are needed as an emergency (i.e. items purchased if bags were delayed / lost, travel delays etc)
  • Original receipts or proof of ownership (eg. a photo) of any stolen or damaged items

3. You will also need to complete the relevant insurance claims forms provided by Unity.

All claims must be made within 30 days of an incident occurring.  The insurance company reserves the right to reject claims made without the necessary documentation and any claims made outside of this timeframe.

You can make insurance claim(s) upon your return to the UK, please ensure you have the relevant supporting documentation.

If there is a need for an individual to make a claim on the Roverway policy, Unity Insurance Services and the UK Contingent team will be available to offer advice and support. However, in most cases, you will be responsible for submitting the claim. For medical treatment or significant claims the emergency helpline of the insurers should be used prior to incurring costs wherever possible.  This will ensure the smooth running of any claim and the best use of the policy.

If you are in a situation where you are unable to process the insurance claim yourself then you can ask the UK Contingent to support you.  If this is the case then you can follow process 3

Please note if this is for small or medical claims you must follow either option 1 or option2.

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Claims Process 3 – Contingent Claims
  1. Need to contact the UKC and report the incident on +44 (0)7538844923.  Please state your name and role and request a call back.
  2. UKC will support you in making the necessary arrangements.
  3. Complete incident form at soonest opportunity with the UKC.
  4. Return all receipts and documentation to UKC, if possible at the UKC office at Jambville.  If incident occurs after this point it is your responsibility to return all receipts and documentation by either email uk.contingent@scouts.org.uk or by post, UK Contingent Team, The Scout Association, Gilwell Park, Bury Road, London, E4 7QW.  This must be done immediately upon your return to the UK.  If you have not sent these to the team within 30 days of return to the UK you will be liable for the cost personally.
  5. Close out incident once completed, this can be done either in person at the UKC office at Jambville or, if after the Roverway, by email to uk.contingent@scouts.org.uk.

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