Travel Insurance

Travel Insurance

from £7.85 for a single day policy
Car Hire Excess Insurance

Vehicle Hire Excess Insurance

from £2.99 for a single day policy
Excess Protection Insurance

Motor Excess Insurance

from £35.84 for an annual policy
Gadget Insurance

Gadget Insurance

from £25.82 for an annual policy

Claims

The claim handlers, Orchard Administration, offer a smooth and hassle free claims process. The team is here to provide assistance should you have any queries via the online blog system which you can access 24/7, or alternatively call them on 0333 323 0095 (local call rates apply) or + (0)1634 382 574 from outside the UK, the lines are open Monday to Friday 9am until 6pm.

Vehicle Hire Insurance including Car, Motorhome and Van

Policies purchased on or after 1st July 2014

If your policy was purchased on or after 1st July 2014 please go to the claim administration company Orchard Administration Limited website https://claim.orchard-administration.co.uk to submit your claim. You will need your certificate number starting with C100, C151 or C153 and the Claim Scheme ID which you will find on your certificate of insurance. Orchard Administration's claim system will allow you to submit your claim and monitor the status until settlement is finalised.

Please see below the list of documentation that the Orchard Administration claims handlers would require in the event of a claim:

  1. Certificate of Insurance for your excess reimbursement policy.
  2. A copy of your Rental Agreement confirming the hire details and excess liability.
  3. A copy of the local police report, if required by law in the country where the loss occurs.
  4. Your copy of the Hire Company accident damage report and a photographic picture of the damage caused.
  5. Invoices / Receipts / other documents confirming the amount you have paid in respect of the damage to the Hired Vehicle for which you are seeking reimbursement.
  6. A final repair invoice from the repairing garage which details the breakdown of parts and labour.
  7. Copy of your credit/debit card statement showing payment of the damages which you are seeking reimbursement.
  8. Copy of the driving licence of the person named on the Hire Agreement as Lead Driver and also the person who was in control of the vehicle at the time of incident.
  9. Your bank details: a. UK Bank – Sort Code and Account Number b. Bank based outside the UK – IBAN and BIC.

Policies purchased before 1st July 2014

If your policy was purchased before 1st July 2014 please contact the claim assistance company White Horse Administration Services Limited by email queries@white-horse.ie. When making a claim please quote the insurance certificate number starting with C100 or C151 or C153/ and Questor Insurance in your email or alternatively phone 0871 664 7995. (Calls from BT land lines cost 10p per minute. Calls from mobiles and other networks may be extra). Click here to view our claim infographic.

Motor Excess Protection and Van Excess Protection or LifeStyle-Excess Protection

Policies purchased after 2nd March 2017

Your claim will be handled on the insurer’s behalf by ClaimEz. ClaimEz is an online web based system managed by Strategic Insurance Services Limited (SISL) who, whilst handling claims, is acting as an agent of the insurer.

The claim process has been specifically designed to make it as quick and efficient as possible to process and handle your claim. You will be asked to provide your scheme code which is 20253.

If you have access to the internet:

If you have access to the internet: Visit our claims website: www.claimez.com where you will be able to register your claim, enter all the necessary details and upload the documents that will be specified to you. Our internet solution is the quickest and easiest way to submit your claim to us.

If you do not have access to the internet:

Please call ClaimEz on 0203 770 3697 to notify Us of Your claim. Some initial details will be taken and you will then be sent a claim form by post to complete and return to us along with supporting documentation that will specified to you. When calling us, please have your policy number to hand. Please note that a postal claim may take significantly longer to settle than an online claim; especially if we need to write to you to request additional information.

Failure to follow these steps may delay or jeopardise the payment of your claim.

UK General Insurance Limited are an insurers agent and in the matters of a claim act on behalf of the insurer.

Policies purchased before 2nd March 2017

There is an online claims submission process which allows you to complete the whole process online including monitoring the process once the submission is complete. To submit a claim please go to https://www.claimez.com you will need to enter your certificate number starting 'C146/' and a scheme code: -

Purchase Date LifeStyle-Excess Motor Excess Van Excess
Up to 1st December 2013 10039 10041 N/A
After 30th November 2013 20053 20054 20054
After 10th March 2015 N/A 20130 20130
After 10th March 2016 N/A 20195 20195
After 2nd March 2017 N/A 20253 N/A

Travel Insurance

Policies purchased after 1st May 2016

Any incident or loss which gives rise, or may give rise, to a claim under your travel insurance should be advised immediately to:

Direct Group Travel Services, PO Box 1188, Doncaster, DN1 9PQ
Tel: 0344 412 4296

On contacting Direct Group Travel Services please state your insurance is provided by UK General Insurance Ltd and quote the following:
Scheme name: Innovative Travel
Scheme ref: 05994B

You will then be sent a claim form, which you should arrange to complete as fully as possible, and return with the necessary supporting documents. If you have to make a claim, you must notify us as above as soon as practicable after the incident giving rise to the claim, and in any event no later than 31 days after your return home. We reserve the right to decline liability for any claim notified after this date. UK General Insurance Ltd are an insurers agent and in the matters of a claim, act on behalf of the insurer.

Policies purchased before 1st May 2016

Any incident or loss which gives rise, or may give rise, to a claim under your travel insurance should be advised immediately to:

Direct Group Travel Services, PO Box 1188, Doncaster, DN1 9PQ
Tel: 0844 412 4296

On contacting Direct Group Travel Services please state your insurance is provided by UK General Insurance Ltd and quote the following:
Scheme name: Innovative Travel
Scheme ref: 05994A

You will then be sent a claim form, which you should arrange to complete as fully as possible, and return with the necessary supporting documents. If you have to make a claim, you must notify us as above as soon as practicable after the incident giving rise to the claim, and in any event no later than 31 days after your return home. We reserve the right to decline liability for any claim notified after this date. UK General Insurance Ltd are an insurers agent and in the matters of a claim, act on behalf of the insurer.

Policies purchased before 1st May 2015

To obtain a claim form please contact White Horse on 0871 664 7995 quote Questor Insurance. (Calls from BT land lines cost 10p per minute. Calls from mobiles and other networks may be extra.)

If you require emergency assistance whilst travelling please call +44 (0)1634 238 484 (+44 (0)208 763 4932) and quote Questor Insurance. We would remind you that if you are likely to need treatment in excess of £250 you should contact White Horse before proceeding with treatment.

Gadget Insurance

You must:

  1. Notify Trinity M Ltd Claims as soon as possible after any incident likely result in a claim under this insurance.
  2. Report the Theft or Loss of Your mobile phone within 12 hours of discovery of the Loss or the occurrence of the Theft, to your airtime provider and instruct them to blacklist your handset.
  3. Report the Theft or Loss of Your Electronic Equipment to the police within 24 hours of discovery and obtain a crime reference number in relation to the Theft of the item, and a lost property number in relation to the Loss of the item.
  4. If we replace Your Electronic Equipment, the ownership of the damaged or lost item is transferred to us once you have received the Replacement Item We have supplied. If the Electronic Equipment You have claimed for is returned or found, you must notify us and send it to us if we ask you to.
  5. If you pay by monthly instalments and make a claim you will be required to pay the premium for the minimum policy term (12 months) in advance before we can authorise any claim.
  6. Before your claim can be approved, you must pay the Excess. For the first claim in any one Period of Insurance, the Excess for a laptop, iPhone, smart phone or tablet is £50; for all other items, the Excess is £25. Loss claims incur an additional £25 Excess charge. The Excess on all international claims is £75. For any subsequent claims in any one Period of Insurance, the original Excess will be uplifted by 50%. E.g. you make a claim for your iPhone, for which you pay a £75 Excess. If you make a second or subsequent claim during the same Period of Insurance, the Excess payable for your iPhone would be £75 + 50% = £112.50.

UK General Insurance Ltd is an Insurer’s agent and in the matters of a claim act on behalf of the Insurer.

Trinity M Ltd Claims, PO Box 569, Tonbridge, TN9 1LT
Telephone: 02077851702
Email: gadget.claims@trinitym.co.uk

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