Travel Emergency
See Managing an emergency incident.
Please contact AIG/LifelinePlus +44 (0)1273 456 463 (Lines open 24/7) or email LUPCclaims@aig.com quoting policy number 0010016145
Go to the AIG travel assistance website www.aig.co.uk/travelassistance to download the AIG Travel Assistance App and access services.
For all other claims, please email insurance@imperial.ac.uk
Important Information
Claims Evidence
The claimant must provide at their own expense all reasonable and necessary evidence in support of a claim. Further details of supporting evidence can be found on the relevant claim form.
Fraud
Any fraud, deliberate dishonesty, or hiding information connected with a claim will make the travel policy invalid.
Reasonable care
The Insured and each Insured Person must take all reasonable steps to avoid and/or minimise any loss or damage and must also make every effort to recover any property covered by this policy which has been lost or stolen.
Claims
How to make a claim and policy excesses
In respect of all medical claims including emergency assistance, please contact our Insurer AIG on the 24 hour, 7 days a week emergency medical number +44 (0) 1273 456 463 or email LUPCclaims@aig.com and quoting policy number 0010016145.
See Travel and Personal Property Insurance Policy for further details.
If you have had an item or money stolen you must report to the police or responsible authority before your claim will be considered. Complete the claim form and return it to insurance@imperial.ac.uk. Claim will be assessed and £50 policy excess will be deducted from settlement.
An example of a personal property claim would be if your baggage was lost by the carrier and you needed to replace your belongings quickly. See Travel and Personal Property Insurance Policy for further details.
Before submitting a claim, please contact your travel management company or travel provider to determine whether any flight, accommodation or other travel costs can be recovered and whether any refunds, credits, re-booking options or alternative travel arrangements are available. Airport taxes should also be reclaimed where possible. The insurer will require details of any available recoveries or alternative arrangements when assessing the claim, and failure to explore these options may affect the outcome of the claim.
If your losses cannot be recovered in full, please submit a claim form directly to the insurer in accordance with the claims process set out in the Travel and Personal Property Insurance Policy.
For information on applicable excesses, please refer to the Excesses section on this page.
Examples of claims in this category include the cancellation, curtailment or rearrangement of a trip, or losses arising from a travel delay.
There is no excess for emergency medical expense claims.
For all other travel insurance claims, including claims for personal belongings, baggage, money and cancellation, the excess payable by the claimant is £50 per claim.
Where the insurer's standard policy excess of £250 applies, Imperial College funds £200 of this amount, ensuring that the claimant contributes only £50.
Incidental holiday travel
Where cover has been extended to include incidental holiday travel, different terms, conditions and excesses may apply. Please refer to the Incidental Holiday Travel guidance for further details.
How the £200 contribution is applied
Claims subject to the insurer's excess are settled with Imperial College using the full £250 policy excess. Where applicable, the College then applies its £200 contribution, leaving the claimant responsible for £50.
See Travel and Personal Property Insurance Policy for further details.
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