If your specific query is not answered, please contact us at the email address shown below.

Q: What is my Claim Reference Number?

A: You will find your Claim Reference Number at the top of your claim form. It is important that you take note of this number and keep it safe as we will require this number in all communications regarding your claim.

Q: How long will it take for me to receive a response to my claim?

A: We are committed to providing a quality service - you should expect to receive a response from us within three weeks. To avoid delays please ensure that you provide us with all the relevant documentation required to process your claim.

Q: Do I need to send original documentation with my claim?

A: The only original documentation we require are invoices and receipts required to support your claim, although we also suggest that you keep photocopies of every item you send us. Please note all costs incurred obtaining documentation should be borne by the claimant.

Q: I do not have all the documents you require; can I proceed with my claim?

A: It is a requirement of your policy that you provide full details when making a claim. You can still submit your claim with an accompanying letter explaining the reasons why you are unable to supply the required documents, but without all relevant documentation we cannot guarantee that the claim can be processed.

Q: Where can I get my Evidence of Insurance/Booking invoice from?

A: The evidence of insurance will comprise of a policy wording booklet and either a separate certificate of insurance or a confirmation invoice from your travel organiser that will show that insurance has been purchased. This may be referred to as a Booking Confirmation invoice. For insurance policies issued via the Internet, please contact info@citybond.co.uk quoting your policy number and, if applicable, the name of your issuing agent.

Q: How will claim payments be made?

A: Payments can be made by cheque or BACS transfer, which takes much less time - please complete the claim form accordingly.

Q: I'm not satisfied with the settlement; what should I do next?

A: We suggest that you first refer to your policy as limits, exclusions, depreciation or excesses may apply. If you have been sent a Claim Settlement Breakdown sheet this may provide further information. If you remain dissatisfied with the settlement you should contact our Travel Claims Unit at ClaimsCTB@europ-assistance.co.uk. Alternatively you can write to us at the address below - please mark 'Appeal' on the envelope. The claim will be reviewed and you will then be advised of your further options.

Q: Where do I write to?

A: Please ensure that all documentation includes your Claim Reference Number and is sent to:

If your question is not answered above or in the Guidance Notes, please contact us via telephone, fax or email for further help and quote your Claim Reference Number.