Emergency medical assistance
If you are abroad and you require Emergency medical assistance, please call us. If the claim is accepted the cost of the call will be refunded. Have your policy number ready
What are you looking for?
UK: 0330 678 3558
Make a claim
The claims team are here to help you make a new claim or talk about an existing one. Please have the following information ready:
- Policy holder's personal details, plus the details of anyone else making a claim on this policy
- Policy number
FAQs
What do I do if there's a medical emergency during my trip?
If you have a medical emergency, please contact the local emergency services first. Once you're safe and have received any urgent medical attention, call the 24/7 Emergency Medical Assistance Team on 0330 678 3558.What is the process for automatic renewals?
To make sure you stay covered, you can choose to remain opted in to automatic renewal, we will send you a reminder 21 days before your policy is set to expire and we will take payment this time next year and your policy will be renewed for another year, ensuring you stay covered without any interruption.You can opt out at any point during the year if you contact us at least 7 days before your renewal date to ensure money is not taken for renewal.
You will be provided with a renewal invitation which you should check to ensure all your details are still correct and relevant. Your renewal invitation will have information on how you can make changes to your details or tell us if you do not wish to renew your insurance before your renewal date.
Am I covered if I need emergency medical treatment and get sent to a private facility?
This is not a private health insurance policy. The Insurer will pay for private treatment only if there is no appropriate reciprocal health agreement in existence and no public service available and the Insurer reserves the right to organise a transfer from a private medical facility to a public medical facility where appropriate.If you are taken/or go to a private medical facility, costs that arise will only be covered if you have contacted the emergency medical assistance company and any treatment has been authorised by them.
How can I stop my Annual Multi-Trip policy being automatically renewed?
You can opt out of autorenewal at any point during the year by calling us on 0333 200 7400 or email customerservice@insurancetravel.marksandspencer.com.If you opt out of auto-renewal, your policy will not automatically renew at the end of the term. You will be responsible for ensuring your policy is renewed manually before the expiry date to maintain continuous coverage. Please be aware that opting out may result in a gap in coverage if the policy is not renewed in time. You can opt back in at any point during the year by phone or post.
To keep you informed, we'll send you a reminder 21 days before the renewal date. This gives you the opportunity to review your details and make any necessary updates for the upcoming year.
Contact
Contact us for any general queries including making changes to your policy
Complaints
What's your complaint about?
Choose your category and find the related contact information
Sale or administration of your policy
Call
UK: 0333 200 7400 (Monday to Friday 8:30am-6pm and Saturday 9am-5pm)
You could also write to The Complaints Team, Britannia House, 3-5 Rushmills Business Park, Bedford Road, Rushmills, Northampton, Northamptonshire, NN4 7YB, United Kingdom
Your complaint will be assigned to the Complaints Department who will acknowledge your complaint in writing within 5 days and issue a final response within 8 weeks. We aim to resolve the majority of complaints quickly and satisfactorily at this stage. If you believe your complaint hasn't been handled appropriately, or you're unhappy with the outcome, it may then be referred to the Financial Ombudsman Service. You'll have six months to contact the FOS following our final response to your complaint.
Claim on your policy (except Gadget Cover)
Call
UK: 0330 678 3504 (Monday-Friday, 9am-5pm)
You could also write to Complaints Team, AXA Partners, The Quadrangle, 106-118 Station Road, Redhill, RH1 1PR
Claim on your policy under Section 10 - Gadget Cover
Call
UK: 0330 057 0286 (9am-5:30pm)
You could also write to Customer Relations Officer, Taurus Insurance Services Limited, Suite 2209-2217 Eurotowers, Europort Road, Gibraltar
If you are still not satisfied you can contact the Financial Ombudsman Service
Call
You could also write to The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Marks and Spencer plc is an Appointed Representative of ROCK Insurance Group.M&S Travel Insurance is a trading style of ROCK Insurance Services Limited. M&S Travel Insurance policies are arranged and administered by ROCK Insurance Group (ROCK). ROCK Insurance Group is a trading style of Rock Insurance Services Limited, registered in England and Wales (Company No. 04255878). Registered Office: 135 High Street, Crawley, West Sussex, RH10 1DQ. Rock Insurance Services Limited is authorised and regulated by the Financial Conduct Authority (FRN 300317) and is part of the Staysure Group. Marks and Spencer plc receives a commission from Rock for each M&S Travel Insurance policy sold. This commission is a percentage of the premium you pay and is included in the total amount.At M&S your privacy is important to us. View our Privacy Notice here.