All overseas travel claims are settled by the Speciality Assistance Services (SAS), our Claims Settlement Agents and worldwide service providers.

EMERGENCIES

In the event of an insured dying, being involved in an accident, or being admitted to hospital, the SAS must be contacted immediately The SAS provides medical assistance service and evacuation to the insured. Operating 24 hours a day, 365 days a year, SAS provides effective assistance to the insured anywhere in the word and can be accessed by telephone or fax as hereunder:

NON-EMERGENCY

For non-emergency claims, the insured is required to pay upfront for the expenses and submit claims forms to Mercantile life & Gen. Ass Co. and all the related documents as soon as he/she returns back to Kenya. The company forwards these documents to the SAS who settles the claim. There are three different types of claims and the requirements for each kind of claim is as below:

• MEDICAL EXPENSES
  • Original holiday /flight confirmation
  • Travel tickets and boarding passes
  • Hospital, Doctor, Chemist, Dentist receipts.
  • Receipts for additional travel/and accommodation expenses (if applicable)
  • Confirmation of in-patient treatment for hospital benefit claim
  • Any other relevant document to support claim.

• PERSONAL PROPERTY/ BAGGAGE/ MONEY AND DOCUMENTS CLAIM
  • Original holiday /flight confirmation
  • Travel tickets and boding passes
  • Police, Airline or tour operator report
  • Evidence of ownership
  • Any other relevant documentation to support claim.

• CANCELLATION/ TRAVEL DELAY/ PERSONAL LIABILITY CLAIM
  • Original holiday /flight confirmation
  • Travel tickets and boding passes
  • Proof of cancellation
  • Receipts for additional expenses.
  • Confirmation of cause of claim from carrier.
  • Confirmation from the carrier stating actual hours delay.
  •  Any other relevant documentation to support claim.