Injury and Illness
For serious injuries/illnesses remember that UMAL’s chosen emergency assistance provider IMG are there to help you 24 hours a day, 7 days a week. Medical costs can quickly rise beyond the ability of most travellers to meet, particularly in the USA and Canada. IMG can take care of this for you, providing guarantees of payment to hospitals, doctors etc.
Never attempt to arrange your own repatriation. Quite apart from the expense and difficulty of booking travel arrangements in a foreign country, there may be medical implications of which you are not aware. Certain conditions can be complicated seriously, even fatally, by air travel. IMG can ensure that you are returned home safely and quickly if you need repatriation, and at no expense to you.
For minor ailments remember that the local pharmacy will often be able to assist without the inconvenience of having to see a doctor. Of course, if the pharmacy cannot help, or the problem persists, then you should consult the local doctor immediately or contact IMG for advice.
Always retain invoices/receipts for all expenditure incurred. You will need to produce these to support your claim.
Losses and Thefts
Never leave your possessions unattended, even for a moment. Opportunist thieves thrive on such situations and it only takes a second to steal your property. Typical examples of this include leaving your property on the beach when you go into the water for a quick dip or leaving something on a table in a club or restaurant when you go to the bar. Ladies handbags have been particular targets for ‘snatch’ type thefts.
Never pack money or valuables (cameras, watches, jewellery etc) in your checked-in suitcase when travelling. It is much safer to carry these items on your person or in hand luggage. Airlines do not accept any responsibility (and have no legal liability) for these items in your checked-in luggage. Remember that your luggage is in their control and out of your sight for the entire duration of your flight.
If your accommodation has a safe, safety deposit box or similar, always use it to protect your cash and valuables. A burglar is usually looking for money and small, valuable items. The average burglar will be unable or unwilling to take the time and effort needed to break into the safe.
If you are unfortunate enough to suffer a loss or theft always report it to the local police or other appropriate authority. Make sure you get a written report to confirm that you have done this; you will need to produce this to support your claim. If the police will not issue a report obtain the full postal address and telephone/fax number of the police station, the name of the officer and the crime reference number allocated to the incident.
In the event of the loss or theft of your passport, you must contact the local police and the appropriate embassy/consulate. They will be able to assist you in obtaining the necessary documentation to enable you to return home.
If you are responsible for injury to a third party or damage to a third party’s property you must not admit any liability whatsoever without our prior written consent. If you do admit liability, we may not be able to provide any cover for the expenses incurred.
If you are asked for payment by the third party, do not agree to any payment. This could constitute admission of liability and might mean that you end up paying much more. If you are under pressure to make a payment, contact us immediately.
If you are injured during the journey and it’s someone else’s fault, the legal expenses section of the cover may provide for the cost of pursuing a claim against the responsible party to a fixed amount of costs. Please note however that this cover does not apply in USA/Canada.
We are all aware that sometimes events occur that have a widespread effect, often reaching beyond those that are directly involved in the incident; tsunamis, hurricanes, volcanic ash clouds, terrorist attacks, etc.
If you are directly involved in such an event, or if your trip is indirectly affected by it, you should contact IMG immediately. See the Emergency Assistance section of the website