Claims

Call us straight away and we’ll make sure you get the support you need: 

• From the USA or Canada: +1 833 780 0661 
• From anywhere else in the world: +44 1403 289 161 

These lines are open 24 hours a day, 365 days a year, so you’ll always be able to reach us. 

The quickest way to start a new claim or retrieve an existing claim is to do it online: 

• Start a claim
• Track a claim 

Prefer to speak to someone? 

• Call +44 1403 289 162 (Monday to Friday, 9am–5pm UK time) 
• Email [email protected] with a short description of your claim 

Please include your policy details in your email or have them ready if you’re calling – this helps us process your claim faster. 

1. Get your policy number to hand. You’ll find it on your validation certificate. 
2. Ideally, look at your policy document to check whether you’re covered for whatever you want to claim for. If you aren’t sure, don’t worry – we'll let you know when you contact us. 
3. Gather all your receipts and other relevant documents. 

Then contact us as soon as possible, using one of the methods below.  

Tip: make sure the amount you’re claiming for is above your policy excess. If it isn’t, it may not be worth it. The excess amount is shown under each section in the table of benefits in your policy document. 

You can expect to hear from us within 5 working days of submitting your claim. Once we have all the documents we need, we’ll usually make a decision within a further 5 working days. 

If we need anything else from you, we’ll be in touch and keep you updated at each step.

We know it helps to see how we’ve supported other customers. In 2024, Staysure Group paid out more than €117 million in claims across Staysure UK and Expat policies. The largest single payout was over €797,000.* 

It’s a reminder that when you claim, you can expect us to be there. Our claims team handles situations like yours every day, so you can be confident you’re in safe hands. Even if you’re not sure you’re covered, contact us and we’ll guide you through the next steps. 

_{*Based on Staysure UK and Expat 2024 data. Claim payouts depend on policy limits, terms and conditions. The amount stated is an exceptional case, not a guarantee of future payouts.}