Making a travel insurance claim

If you need emergency assistance, call the 24/7 assistance number shown on your policy immediately.

Review your travel insurance policy documents to understand:

• What’s covered

• If there’s an excess amount you need to pay upfront

• If there are any other conditions you must meet to be able to make a claim

Before you start your claim, have the following information ready:

• Your policy number

• Your full travel itinerary (such as flight times, hotel or apartment address, and details of any tours you may have booked)

• Any relevant supporting documents such as receipts for extra travel or accommodation expenses caused by delays or cancellations, medical reports or medication costs, or police reports for stolen items. Receipts help your insurer verify what you’ve spent, that the expense was necessary, and that it relates directly to the incident.

Please note: If you don’t have supporting documents like receipts, your insurer may still consider your claim, but you’ll need alternative evidence, such as:

• Bank or card statements

• Photos of damaged items

• Written confirmation from airlines or hotels

This varies by insurer, so it’s best to check your policy wording.

To start a new travel insurance claim, you can download the relevant form from our claims page.

Depending on the type of travel insurance claim you make, the form will ask you for key details, including:

• Your policy information - policyholder name, policy number, and contact details, bank account details for reimbursement.

• Incident details – travel dates, destination, and a brief description of what happened.

• Item information – if a personal item of yours has been lost or stolen, you’ll need to give a description of the items involved, its original purchase price, and the estimated cost to repair or replace it.

• Supporting documents - booking confirmations, medical reports from the hospital you were treated in, a police report (if you’re making a theft claim). Any other relevant details you feel may support your claim.

Please note: When the claims team review your documents, they may ask you for more details (if needed) and may contact third parties like medical providers, police, or suppliers as part of their assessment.

We will assess all the information in your claim and give you a settlement offer. If anything seems incorrect or too low, you can query it before accepting.

If you’re happy with the settlement quote, we will agree payment.