Millstream Underwriting Ltd

To enhance the level of service Islands Travel Insurance customers receive, all claims are handled directly by our travel insurance partner, Millstream.

Millstream work closely with service providers (claims handlers and emergency assistance companies) who share the same values and are committed to delivering the best services at the time it matters most – when the customer needs to make a claim. To exemplify our focus on a smooth and simple journey for the customer, they offer E-claims handling, where customers may complete their claim and submit their documents online.

When medical assistance is required, priority is given to patient safety at all times. The most efficient way to submit and manage a travel claim is through our travel claim portal, which can be found here:

Millstream is committed to continuous improvement but more importantly, they don’t believe in the ‘one size fits all’ approach to service delivery. In fact, they pride themselves on their ability to react to the needs of Islands customers, whether by problem-solving, process redesign or through technological change.


Claim outcomes

Islands believe that the vast majority of claims should result in a positive outcome for the customer; high decline rates can be symptomatic of poor sales processes or lack of commitment to customer service. Fairness is at the heart of both of our own and our travel partner Millstream service and we will always seek to pay a claim rather than find reasons to decline it.

Our rate of declined claims is lower than the average in comparison to other travel providers – we uphold 100% of valid claims submitted to us.  However, both Millstream and Islands have zero tolerance for insurance fraud and ensure that our service providers have robust processes in place to deal with potentially fraudulent claims.

Request a callback

Due to recent events, we are currently experiencing a very high volume of calls in the claims department. For more information, please visit our Storm Support Hub.

Need help? Get in touch!

Our friendly team is ready to help with any questions or support you need. You can contact us at any of our local offices:

Alderney Office
Open: Monday - Friday 08:30-16:30 T: (01481) 824 100
Guernsey Office
Open: Monday - Friday 09:00-17:00 T: (01481) 710 731
Jersey Office
Open: Monday - Friday 09:00-17:00 T: (01534) 835 383

Our expert advisors are here during office hours to chat about what you need and find the best solutions for you. If it's outside these hours, just leave us a message. We'll get back to you as soon as we can.

Please select your location

To provide you with a tailored travel policy, please select your island below to be taken to the appropriate quote form.

Guernsey / Alderney