Insurance Claims: UK Campus

Travel insurance claims

The scope of coverage of travel insurance, associated excesses and exclusions is very complex and is covered in great detail in the Travel Handbook which you should refer to.

Travel related medical claims

In case of a medical or travel emergency, please call the Zurich travel assistance helpdesk on +44 (0) 1489 868 888 and quote ‘Heriot-Watt University’ and the policy number contained within your Travel Handbook. This desk is manned 24/7, 365 days per year and provides medical assistance and security assistance.

In relation to medical claims, if it’s possible, please call the number prior to obtaining medical treatment to ensure that cover is in place and that treatment is approved. Obviously if it’s an emergency then the main priority will be to get treatment as soon as possible and a claim should be made as soon as practical afterwards.

Other travel emergencies

The travel assistance helpdesk should also be used if you have a travel emergency and require assistance (using the security option). Please note that the Safezone app can also be used to contact the Safeguarding team at Heriot-Watt Edinburgh campus who can provide advice and assistance in the event  of emergencies.

Non-emergency travel claims

The scope of coverage of travel insurance, associated excesses and exclusions is covered in great detail in the Travel Handbook which you will receive upon submission of your Travel Declaration.

Claims made can only be in respect of quantifiable additional costs which have been incurred and can be evidenced as a result of the claim being made (i.e. claims cannot be made for general 'inconvenience' or 'disruption'). Any items already reimbursed e.g. by airlines or hotels cannot be claimed for again.

In relation to all travel insurance claims, please quote the policy details which are contained within your Travel Handbook. For non-emergency travel insurance claims, e.g. delayed travel or lost luggage, these claims should be made to Zurich directly by yourself either by calling +44 (0) 800 0260 184 or emailing a&hclaims@uk.zurich.com

If you have any questions relating to the policy or need further assistance in making a claim, then please contact assurance@hw.ac.uk (note this email is manned during UK office hours only, and due to volume of queries you may not get an immediate response).

The process for making a motor insurance claim in the event of a motor accident whilst driving on University business is clearly set out in the Motor Accident Grab Card and these steps should be followed by you immediately if an accident and/or damage has occurred (and regardless of who is to blame).

The key step is that the driver must notify the University's insurers by calling 0800 026 0097 as soon as possible, quoting the policy number contained within the Grab Card.

Please ensure you also complete the form in the University's Health and Safety Shield system to record the accident.

Once an insurance claim has been lodged by you, the University's insurers, Zurich may follow up with you to obtain more details in relation to the accident in order to decide on liability. Once the claim has reached an outcome, Zurich will contact Assurance Services and we will be in touch with you with the outcome of the claim and to make payment to you if appropriate.

Please be aware that there is normally an excess on motor claims of £100 (plus an additional £250 for younger drivers). Note that claims are paid out after deducting excess amounts. It is expected that you will bear the excess from your own resources or seek to recoup excess amounts from your own School or Service if that is appropriate.

If damage or loss has occurred to University owned property, contents and/or equipment which you believe may be covered by the University's insurance policy, then a potential claim should be made. Please be aware that there is normally a £5,000 excess per individual claim. Please complete a Property Claim form ensuring you provide details of the items damaged or lost along with their associated repair or replacement values and brief circumstances surrounding the situation and send as soon as possible to assurance@hw.ac.uk. Assurance Services will then notify the insurers as appropriate and will advise on the next steps. The insurer may appoint a loss adjuster who may want to inspect the items and require further information. Once the claim has reached an outcome, Zurich will contact Assurance Services and we will be in touch with you with the outcome of the claim and to make payment to your School or Service as appropriate.

For all claims against the University's Public or Employers' Liability Insurances, please complete a Liability Claim form detailing your loss and return it to assurance@hw.ac.uk along with evidence supporting your loss.