Travel insurance How to make a claim

Make sure you take a copy of all your travel insurance documents away with you – printed and/or on your digital device like a smartphone or tablet – in case you need to call on it while you’re there. 

In the event something happens you may need to claim for, gather all the relevant documentation that’s likely to be needed during the claims process. You might need to collect some of this while you’re away. It will help to validate cover and the circumstances of the loss, making it more likely your claim will be paid. You can find a full list of required documentation in the policy wording.

You should also keep all evidence of purchases such as receipts and accounts, as these are also likely to be needed when you claim.

Report any lost, stolen or damaged belongings to the police within 24 hours of the incident. You should obtain a written report from them to help support your claim. If you’re faced with a delay on your travels that you may need to claim for – whether it’s for a flight, ferry crossing, coach journey or train ride, always obtain written confirmation from the operator.

If you’re phoning our team to make a claim, please have the following information to hand when you first speak to us:

All sections

• Policy Certificate
• Proof that you booked travel and accommodation, such as a booking invoice

Cancelling your trip, Cutting short your trip, Emergency Medical Expenses and Medical Repatriation

• Confirmation of all cancellation(s) including any refunds already given
• Medical reports / medical certificate / lateral flow test if claiming for Covid-19
• Booking terms and conditions
• Death certificates
• Invoices and receipts for your expenses 
• Receipts or confirmation of any payments you have made
• Written confirmation from appropriate authority of length and place of compulsory quarantine for Covid-19
• A letter from your employer proving your redundancy
• A police report for any lost/stolen travel documents

Delay and Abandonment

• Written confirmation from the carrier stating the period of and reason for any delay
• Receipts confirming additional transport costs

Substitute Accommodation

• Evidence from your original accommodation provider of the length and reason for closure of the accommodation
• Evidence of additional costs you have incurred

Missed Departure (UK and Outside the UK)

• Police or motoring authorities report stating any delay and the cause
• Evidence of vehicle recovery or repair
• Evidence of the costs of additional accommodation and transport

Unexpected Costs for Covid Testing or Hotel Quarantine

• Proof of your additional costs for Covid-19 testing and/or quarantining

Personal Baggage and Baggage Delay, Personal Money, Travel Documents and Gadgets

• Police report or written report from travel provider detailing your reported loss
• Police report for any lost/stolen item(s)
• Property irregularity report from an airline
• Written confirmation from the airline or travel company stating the length of delay
• Proof of ownership and value of items claimed for such as receipts
• Claims for loss or theft of mobile phones, we will ask for proof the service provider has been contacted and asked to discontinue the service
• Evidence of withdrawal of bank notes or currency

Please refer to the policy wording for the full list of requirements.

Call our emergency medical assistance line immediately in the event of a death or accidental injury, illness or dental issues while away that’s likely to need:

• Hospitalisation
• Repatriation to the UK
• Changes to your travel plans, and/or
• Other medical costs

Call our team any time 24/7 on +44 (0) 208 865 3074 (1). They're ready to help.

As soon as you know you’ll be in a medical facility for at least 24 hours while you’re away, call our emergency medical assistance line on +44 (0) 208 865 3074 (1). Our team can help by:

• liaising with hospitals and medical facilities for you about your treatment and their costs
• arranging transportation for you back to the UK (repatriation) if needed
• arranging transfers by ambulance once you’ve returned to the UK
• arranging travel for immediate relatives or others in your travel party

Remember to keep all receipts and medical reports so that you can use them to support your claim when back in the UK. Please note that it may be easier for you to pay minor medical costs yourself in some instances.

For some online claims, depending on their nature, you may receive an instant decision. If you’re making a claim on the phone for a travel delay or emergency medical expenses claims up to £350 (after any excess that applies), you may receive a decision over the phone. We aim to assess your claim within five working days of receiving your completed claim form, either online or in the post. If we need you to provide more information to support your claim, we’ll assess what you send within five working days too. In some cases a loss adjuster may be appointed to discuss your claim in person.

In the event of an incident for which you may need to claim against your policy’s public liability provision, such as accidental damage to property or injury to a third party, do not discuss, agree or pay any potential claim against you. Please contact our team on 0333 333 9702 (1) to discuss your next steps. Lines are open 9am – 5pm Monday to Friday.

If you’re only partway through making a claim online and need to come back to it later, eg to add documents you don’t have to hand now, you can save your progress and come back. You’ll be given a claim number and can use this to resume and complete your claim later when you have everything you need.

You should notify us of a claim as soon as possible. You can do this online or by calling 0333 333 9702 (1). All claims, however you make them, should be submitted within 60 days of returning from your trip.

The exception is when you need 24-hour emergency medical assistance. For this, you must call the dedicated number +44 (0) 208 865 3074 (1) as soon as you know you’ll be spending at least 24 hours in a hospital or other medical facility.

No, you can’t claim from two different travel insurance providers. If you have two travel insurance policies, each provider will pay only their share of the claim.

Having two insurance policies can also make the claims process more complicated. For instance, one insurer may need to check with the other what they are or aren’t prepared to cover, which can slow things down.

What’s more, you’d effectively have to make two claims for the same likely outcome as if you had just one policy.

Yes, keep any damaged items that you plan to claim for as they may be needed later, either to salvage or for assessment purposes. Don’t throw them away at least until your claim has been concluded.