Emergency op just before holiday

[Wintom]

DD injured her hand and had an emergency op today to remove a foreign object from her hand and is staying in for IV antibiotics. The hospital want to see her again on Monday.

Trouble is, she has a flight booked to Thailand on Sunday. I have been trying to phone the travel insurance (essential travel) but have been going round in circles. The phone number on the policy took me to sales. Sales then gave me the number that took me to claims who said I need to report it to the insurance company first. They gave me an number that took me to 'Staysure' Insurance who I am not insured with.... Arghh!!

Do I report the in hospital stay first or just cancel the flight? The flight is non-refundable so I was going to change the flight to next week, this would be £270 rather than losing £500. But I still need to let them know about an in hospital stay. She has the top worldwide annual policy with an excess of £50 for £2000 cancellation cover. What documents does she need to produce for the claim. We have never had to claim before.

Have you tried these numbers?

https://travel.essentialtravel.co.uk/page/claims-page?domain=holx&subdomain=essentialtravel

The policy documents and certificate of insurance should have a number for claims, in UK and international. She needs to be told she is fit to fly before you rearrange the flight as any further treatment on her hand or complications arising may be excluded.

@LIZS @underneaththeash
Thank you for your replies. DD came out of hospital today after a 5 day stay and 2 ops. The infection really was a concern. Thank god she did not get on that flight to Thailand. She had no idea she had something in her hand, her hand was incredibly painful and she could not bend her fingers. She just kept being given anti inflammatories and told it was an inflamed tendon as nothing showed on an x ray. When she was arrived at hospital she was at the start of sepsis.

I used the claim form you suggested @underneaththeash and had the discharge letter from the hospital that had all the details on it. Hopefully that is all they need as well as flight and cancellation invoices.