Reliance General Insurance Company Limited
Ready Reckoner
For
Overseas Travel Insurance
INDEX
Page Content
1) Travel Insurance Coverages
2) Service Provider Europ Assistance (Toll Free Numbers)
3) Claim Procedure (What has to be done in case of a Claim?)
4) Claim Procedure (How to get a Claim?)
5) Claim Procedure (What Documents are required to be submitted?
ASIA COVERAGES
*Per baggage maximum 50% & per item in baggage max 10%
CLAIMS PROCEDURE
Welcome to the Reliance General Insurance family!
We invite your attention to the following information, which will help you in the event of any accident/injury.
Please intimate as soon as a claim occurs, to our service provider Europ Assistance who would be happy to assist you with the claim form and procedure.
Please choose any of the below options to intimate your claim.
Ø Contact help line numbers as given in the annexure.
Ø Email at : reliance@europ-assistance.in
Please provide the following information when you intimate a claim:
1. Your Contact numbers
2. Policy Number
3. Name of Injured person
4. Date & Time of Loss
5. Location of loss
6. Nature of accident ( if any)
7. Nature of injury / sickness
8. Place & contact details of insured .
Our Service Center is equipped to provide you with the necessary guidance in your situation, and will direct you on claims procedure.
Note: Failure to call this number in respect of Medical Accident & Sickness Claims (Travel) shall invalidate your claim, if any. In case of OPD treatment (where hospitalization is not required), please collect all bills and receipts and submit on return to India.
| Type of claim | Documents required * | Procedure |
| |
| Medical Accident & Sickness Expenses** (Outside India) | 1. Claim form 2. Doctor’s report 3. Original Admission/discharge card 4. Original Bills/Receipts/Prescription 5. Original X-ray reports/ Pathological/ Investigative reports 6. Copy of passport/Visa with Entry & exit stamp | 1. Please contact our Service Center at the number given in the annexure and obtain a Claim Form from them and fill in. It is necessary to obtain the attending physician’s signature on the Form. 2. Please collect all bills/receipts/invoices 3. Send all documents to our Service Centre at the address given below. |
| |
| Loss of Baggage | 1. Claim form 2. Copies of Baggage Tags 3. Copies of Correspondence with the Airline authorities/Others about loss of checked baggage 4. Property Irregularity Report (obtained from Airline) 5. Details of compensation received from Airlines/Other authorities, if any
| 1. Intimate the airline about your loss and lodge complaints 2. Claim Form can be obtained from our Service Center. 3. Fill in the Claim Form and send all documents to our Service centre at the address given below |
| |
| Delay of Baggage | 1. Claim form 2. Copies of baggage tags 3. Copies of Correspondence with the Airline authorities certifying about the delay 4. Property Irregularity Report (obtained from Airline) 5. Original bills/receipts/invoices pertaining to expenses incurred/purchases made during the delay period.
| 1. Obtain confirmation of the delay from the airline 2. Claim Form can be obtained from our Service Center. 3. Fill in the Claim Form and send all documents to our Service centre at the address given below. |
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Trip Delay/ Cancellation/ interruption/ missed connection | 1. Claim Form 2. Please attach confirmation from the airlines, clearly mentioning the scheduled arrival time and the actual arrival time 3. Copies of Correspondence with the Airline authorities certifying about the delay 4. If trip is cancelled or interrupted due to medical reasons then provide medical reports and doctors statement 5. If trip is cancelled or interrupted due to employment reason, then termination letter from the company shall be submitted 6. If due to other insured events, police report confirming the incident shall be submitted 7. In case the cancellation or interruption is owing to the sickness, injury or death of a traveling companion, the original tickets of the insured and the traveling companion indicating travel to the same destination for the same dates needs to be submitted 8. All the bills / receipts of reasonable additional expenses incurred and / or proof of cancellation charges levied by the carriers shall be submitted.
| 1. Claim Form can be obtained from our Service Center. 2. Fill in the Claim Form and send all documents to our service centre at the address given above. |
| |
| Loss of Passport | 1. Copy of new passport 2. Copy of previous passport (if available) 3. Original bills/invoices of expenses incurred for obtaining a new passport 4. Copy of FIR/ Police Report | 1. File a complaint with the local police 2. Contact with the Indian Embassy, where ever necessary 3. Submit all documents to our Service centre at the address given above. |
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| Personal Liability | 1. Full statement of the facts in writing 2. Witness statements 3. Any other documents relevant to the incident, including Summons, Legal Notice etc. 4. Any other information you would like to share with us. | 1. Inform our service provider immediately giving full details of the incident. 2. Do not commit any benefit/compensation or enter into any agreement. 3. Submit all documents to our Service centre at the address given above, along with a detailed statement.
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| Hijack | 1. Full statement of the events in writing 2. Claim Form 3. Airline correspondence (copy of Passenger List etc.) 4. Copy of ticket/ Boarding Pass | 1. Claim Form can be obtained from our Service Center. 2. Fill in the Claim Form and send all documents to our Service centre at the address given above. |
| |
| Accidental Death & Dismemberment | 1. Claim form 2. Original Death Certificate, 3. Copy of FIR/Police inquest report/Coroners report 4. Copy of Post Mortem report. Dismemberment Case: 1. Copy of treatment papers along with No. 1 &3 above
| 1. Collect all documents pertaining to the loss including correspondence with Carrier and send to our Service Centre at the address given below. 2. Claim Form can be obtained from our Service Center. |
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| Financial Emergency Assistance | 1. Date of loss 2. Copy of FIR/ Police Report | 1. File a complaint with the local police 2. Submit all documents to our Service centre at the address given above, along with a detailed statement.
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| Compassionate Visit | 1. Provide Medical reports and certificate from the doctor confirming hospitalization of the insured, reason of hospitalization and duration of hospitalization 2. Doctor’s statement specifically stating the need for an attendant
| 1. Inform our service provider immediately giving full details of the incident. 1. Submit all documents to our Service centre at the address given above, along with a detailed statement. | |
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* Note: We may call for additional documents/ information as relevant.
** If any hospital does not submit a bill to you for the treatment/service rendered, please intimate our Service Center before you leave the hospital.
Medical Assistance & Emergency Services are implemented by our Service Providers
Europ Assistance India Pvt. Ltd.
C-301, Business Square,
Andheri-Kurla Road,Chakala,
Andheri (E),Mumbai – 400093, INDIA
Are at your disposal for 24 hours during 365 days/year
Claim Land Line Numbers: +91 22 67347843 & +91 22 67347844
Please contact the following numbers at Europ Assistance (Mumbai) in case of any emergency or medical assistance
National Toll Free Line : 1800 209 5522
Claims Landline : +91 22 6734 7844/43
Fax : +91 22 6734 7888
Annexure
Details of the UFIN numbers: (International Toll free Nos.) attached.
| Sr. No | Originating Country | Dialed Number |
| 1 | Netherlands | 00+800-10101022 |
| 2 | Belgium | 00+800-10101022 |
| 3 | Italy | 00+800-10101022 |
| 4 | Norway | 00+800-10101022 |
| 5 | Poland | 00+800-10101022 |
| 6 | New Zealand | 00+800-10101022 |
| 7 | Singapore | 001+800-10101022 |
| 8 | Portugal | 00+800-10101022 |
| 9 | Australia | 0011+800-10101022 |
| 10 | United Kingdom | 00+800-10101022 |
| 11 | Malaysia | 00+800-10101022 |
| 12 | Japan | 0033-010, 001-010 +800-10101022 |
| 13 | China | 00+800-10101022 |
| 14 | Hong Kong | 001+800-10101022 |
| 15 | Taiwan | 00+800-10101022 |
| 16 | Thailand | 001+800-10101022 |
| 17 | Sweden | 00+800-10101022 |
| 18 | Austria | 00+800-10101022 |
| 19 | Czech Republic | 00+800-10101022 |
| 20 | Denmark | 00+800-10101022 |
| 21 | France | 00+800-10101022 |
| 22 | Greece | 00+800-10101022 |
| 23 | Hungary | 00+800-10101022 |
| 24 | Israel | 014+800-10101022 |
| 25 | Germany | 00+800-10101022 |
| 26 | South Africa | 09+800-10101022 |
| 27 | Spain | 00+800-10101022 |
| 28 | Switzerland | 00+800-10101022 |
| 29 | USA | 8774714686 |
| 30 | Canada | 8776266511 |
Procedure to file the claim documents:
All claim documents as per the document checklist to be sent to the office of our service provider, M/s Europ Assistance:-
Address:
Claims Department
Europ Assistance India Pvt. Ltd.
C-301, Business Square
Andheri-Kurla Road
Chakala, Andheri (E)
Mumbai - 400093INDIA
TAT:
1. On receipt of the intimation, claim form and document checklist will be sent within 24 hrs.
2. Claim processing within 7 (seven) working days from the receipt of complete claim documents.
Note: Working days excludes, Saturday/ Sunday and all public holidays.
Reliance Corporate Office,Mumbai
Claims Person-Shilpa Bhave
Email id :- shilpa.bhave@relianceada.com
Mobile No:-09320190068
Landline No: 022-30479371
What is to be done in case of a claim?
a. The Insured / Insured Person shall immediately contact the Help Line of Emergency Assistance Service Provider stating necessary details. The details of phone numbers and Help Line are given in the Schedule attached to this Policy.
b. The Insured /Insured Person needs to contact the Help Line number while abroad as soon as possible and inform in case the Insured/ Insured Person is/will be filing any claim, even if assistance is not required. The Company will not be liable to pay any claim that has not been informed by the Insured /Insured Person while abroad to the Help Line.
c. The Help Line of the Emergency Assistance Service Provider will verify the identity of the caller by asking appropriate information.
d. In the event of a disease/illness / injury where it is not possible contact the Help Line before consulting a Physician or going to the Hospital, the Insured / Insured Person shall contact the Help Line as soon as possible. In either case, when being admitted as a patient, the Insured / Insured Person shall show the concerned Physician or personnel this Policy.
e. In case financial emergency assistance is required, the Insured / Insured Person shall immediately contact the Help Line of the Emergency Assistance Service Provider stating the details of his/her Policy along with the police report containing the passport number and a written statement narrating the incident of loss i.e. causes, circumstances and the place. Failure to do so may prejudice the Insured/Insured Person's claim.
f. In case of Medical Expenses, Dental Treatment, Repatriation of Mortal Remains and Financial Emergency Assistance, the Company's liability will only attach if these are incurred with the approval of Emergency Assistance Service Provider.
g. In case of Hijacking, the fact of the incident having occurred should be confirmed by police authorities. The police report should contain details such as the passport number of the Insured / Insured Person, the period of hijack, etc. In rare cases, the Company may consider other supporting documents such as a report issued by the airlines, newspaper reports, TV and other media coverage with regard to the particular hijacking incident.
How to get the claim paid?
a. In case of inpatient claim, on intimation of the claim to our Emergency Assistance Service Provider, it is necessary to submit the filled claim form along with the Release of Medical Information form along with the medical reports and discharge summary to enable Europ Assistance to check on the admissibility of the claim.If the procedure stated above is complied with, Emergency Assistance Service Provider, as the case may be, will guarantee to the Hospital/other providers the costs of hospitalisation, transportation for emergency services, transportation home of the Insured/ Insured Person including accompanying person, if any, and provide financial emergency assistance to the Insured/Insured Person. All costs will be directly settled by Emergency Assistance Service Provider on the Company's behalf and the same shall constitute due discharge of the Company’s obligations hereunder.
b. If the Hospital / other providers do not accept the guarantee of payment from Emergency Assistance Service Provider, the Company cannot be held liable for the same. The cost will then have to be borne by the Insured / Insured Person and the same will then be reimbursed by the Emergency Assistance Service Provider / the Company on submission of required documents.
c. Reimbursement of all claims (except claims under Financial Emergency
Assistance) will be made by the Emergency Assistance Service Provider/ the Company in Indian Rupees on the Insured /Insured Person's return back to the Republic of India, at the exchange rate specified by the Reserve Bank of India, as applicable on the date the amount is billed. Claims under Financial Emergency Assistance shall be settled/arranged directly to the Insured / Insured Person, whilst abroad, by the Emergency Assistance Service Provider.
d. Insured / Insured Person with an immigrant visa, going abroad permanently and having declared an immigrant status on the Policy will be reimbursed claims abroad.
e. In case of claim under home burglary insurance, the loss shall be intimated to the Company and the Company shall appoint an independent surveyor to assess the loss.
What documents are required to be submitted?
a. The original ticket / boarding pass or a copy of the passport indicating the travel dates must be submitted with every claim, along with the completed claim form.
b. Original bills / vouchers / reports and discharge summary must be submitted along with all claims.
c. Bills/vouchers/reports/discharge summary must mention the name of the person treated the type of illness, details of the individual items of medical treatment provided and the dates of treatment. Prescriptions must clearly show the medicines prescribed. The pharmacy bills must clearly show the price and bear the receipt stamp of the pharmacy. In the case of dental treatment, the bills/ vouchers /reports must give the details of the tooth treated and the treatment performed. Treatment taken on different dates for separate ailments will be treated as separate claims. The claim forms should clearly indicate the same and supporting documents should be provided for each one. Deductible will apply to each claim separately.
d. For reimbursement of the costs of transporting the mortal remains of the Insured /Insured Person to the Republic of India or of costs of burial abroad, an official death certificate and a physician's statement giving the cause of death needs to be submitted. Medical statements from spouses/ relatives will not be accepted. Original bills / receipts of expenses incurred need to be submitted also. These would be paid as per the usual and customary charges incurred for the same.
e. For reimbursement of extra expenses of transportation of Insured /Insured Person to the Republic of India, a medical statement from a registered Physician indicating the cause of illness and the necessity of transportation needs to be submitted. Medical statements from spouses/ relatives will not be accepted. Original bills / receipts of the expenses incurred need to be submitted also. These would be paid
as per the usual and customary charges incurred for the same.
f. For loss of passport, a Police Report obtained within 24 hours of the Insured/Insured Person becoming aware of the theft needs to be submitted. Along with this, original bills / receipts of expenses incurred for new / fresh passport needs to be submitted
g. In case of total loss of checked-in baggage, a Property Irregularity Report or other report usually issued by the common carriers in the event of loss of checked-in baggage will need to be submitted with the claim form. A letter from the airline will also need to be submitted stating the compensation, if any received from them for the lost baggage.
h. Adequate proof of ownership of items contained within checked-in baggage valued in excess of the Indian Rupee equivalent of US $ 100 for loss/delay of checked-in baggage will need to be submitted.
i. Original bills of emergency items purchased and the Property Irregularity Report or any such other report from the airline stating the date and time of arrival of delayed baggage needs to be submitted in case of delay of checked-in baggage claims.
j. For personal accident, original bills/ vouchers/ reports/ discharge summary are to be submitted, mentioning the name of the person treated, the cause of accident, details of the individual items of medical treatment provided and the dates of treatment. In case of death a Post mortem report, shall also be submitted.
k. For personal liability, proof of judicial decision rendered by a Court needs to submitted
l. For claims under financial emergency assistance benefit, the police report filed within 24 hours of becoming aware of the robbery needs to be submitted.
m. For claims under trip delay the following documents need to be furnished. Medical reports and doctors' statement or police report confirming the incident causing the trip delay. In case the delay is owing to sickness, injury or death of a traveling companion, the original tickets of the Insured / Insured Person and the traveling companion indicating travel to the same destination on the same dates. It should contain the Passport number of the Insured / Insured Person and period. All original bills / receipts of reasonable additional expenses incurred and/or proof of cancellation charges levied by the carriers shall be submitted
n. For claims under trip cancellation and interruption the following documents need to be submitted. Medical reports and doctors statement if trip is cancelled or interrupted due to medical reasons. If due to employment, termination letter from the company. If due to other events, police report confirming the incident shall be submitted. In case of sickness, injury or death of a traveling companion, the original tickets of the Insured/Insured Person and the traveling companion indicating travel to the same destination on the same dates. It should contain the Passport number of the Insured / Insured Person and period. All original bills / receipts of reasonable additional expenses incurred and/or proof of cancellation charges levied by the carriers shall be submitted.
o. For claims under missed connection the following documents need to be submitted i.e. confirmation from the airline, mentioning the scheduled arrival time and the actual arrival time. The reason for delay in the flight also needs to be mentioned. All original bills / receipts of reasonable additional expenses incurred and/or proof of cancellation charges levied by the carriers shall be submitted.
p. Any other document(s) that the Company may require from the Insured /Insured Person to process a claim may be asked for. If the Emergency Assistance Service Provider or the Company request that bills/vouchers in a foreign language be accompanied by an appropriate translation then the costs of such translation must be borne by the Insured /Insured Person.
q. Claim documents to be submitted in event of a claim benefit under home burglary insurance are
· First Information Report from the Police
· Panchnama
· Investigation Report by the Police
· Estimate and final bills of repairers
· Invoices of owned articles, if required by the Company
· And any other document as may be appropriately applicable for the claims preferred under this benefit.
Obligations of the Insured /Insured Person:
a. Claims for benefits must be submitted to the Emergency Assistance Service Provider not later than one (1) month after the completion of the treatment or transportation home, or in the event of death, after transportation of the mortal remains/ burial.
b. Insured / Insured Person shall provide to the Emergency Assistance Service Provider on demand any information that is required to determine the occurrence of the insurable event or the Company's liability to pay the benefits. In particular, upon request, proof shall be furnished of the actual commencement date of the trip.
c. If requested to do so by the Emergency Assistance Service Provider, the Insured / Insured Person is obliged to undergo a medical examination by a physician designated by the Emergency Assistance Service Provider.
d. Emergency Assistance Service Provider is authorized by the Insured / Insured Person to take all measures that are suitable for loss prevention and claim minimization which includes the Insured / Insured Person's transportation back to the Republic of India.
e. The Company shall be released from any obligation to pay benefits under this Policy, if any, of the aforementioned obligations are breached by the Insured /Insured Person.
Transfer and Set-off of Claims:
a. If the Insured / Insured Person has any outstanding claims against third parties, such claims shall be transferred in writing to the Company up to the amount for which the reimbursement of costs is made by the Company in accordance with the terms hereunder.
b. In so far as an Insured / Insured Person receives compensation for costs he/she has incurred either from third parties liable for damages or as a result of other legal circumstances, the Company shall be entitled to set off this compensation against the insurance benefits payable, if any.
c. Claims to the insurance benefits may be neither pledged nor transferred by the Insured / Insured Person.
· No sum payable under this Policy shall carry any interest /penalty.
· The cover applies to all countries stated in the Schedule to this Policy except the Republic of India where the Insured/Insured Person has a permanent place of residence, except as otherwise provided.
· In the event of the Insured/Insured Person's death, the Company shall have the right to demand the submission of a post mortem/autopsy report.
