Claims Information
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How to Make a Claim
If you are unfortunate enough to need to make a claim on your policy, the Claims Team will make sure that your claim is dealt with efficiently and fairly, based upon the terms and conditions set out in your Policy Documents
Below we’ve pulled together some information to help you through each stage of your claim, to make it as easy for you as possible.
Starting Your Claim
It’s quick and easy to tell us about your claim – it only takes a few minutes and you can do it at any time that’s convenient for you.
The easiest way to make a claim is on our secure website. This gives you time to gather all the documents you need, submit them online and means no waiting for the post. You can kickstart your claim here
Our online claims portal is available 24/7, with an immediate decision available for certain claims.
Alternatively, you can give us a call on 0333 005 1077 and a member of the team will help you start your claim.
If you feel like you’re missing something, don’t worry – you can ask us anything about your claim, and we’ll guide you through the process.
The easiest way to make a claim is on our secure website. This gives you time to gather all the documents you need, submit them online and means no waiting for the post. You can kickstart your claim here
Our online claims portal is available 24/7, with an immediate decision available for certain claims.
When making a claim for anything other than emergency medical expenses or curtailment, please see below:
- Check the relevant policy section in your policy wording document to see if you are covered. If it appears there is no cover available then you can of course discuss this with the team, who may be able to support you with alternative organisations that you can approach to cover your loss. For example: airlines, tour operators and some all-risk household policies.
- Check which documentation is required to make a claim (for example: receipts, crime reports, cancellation invoices)
- Keep copies of all submitted information and supporting documentation after sending these in to us. Any original documentation may be requested by the claims team when assessing your claim.
- Keep any damaged items that are the subject of a claim. We may require damaged or destroyed items to assess as part of your claim.
Our Claims Team:
- May require you to provide further information depending on the circumstances of your claim.
- May appoint a loss adjuster to discuss your claim in person.
- Will settle all valid claims by bank payment minus any excess listed on your policy.
- Make sure that you take details of your travel insurance policy whilst on your trip – especially details on what to do in the event of a medical emergency.
- For all claims, we’ll need your booking invoice which confirms your booking and travel dates.
- If you’re making a cancellation or curtailment claim, the claims team will need something to confirm that there is not a refund for the unused portion of the trip.
- Always get written confirmation, including the reason for all travel delay or cancellation claims from the airline, ferry, railway or coach operator.
- If any of your belongings are lost or damaged, please report it to the police, tour rep, hotelier or another independent party of the incident and get a written crime or incident report.
- Keep all receipts, accounts and documentary evidence as you will need this to make a claim.
- Don’t discuss, agree or pay any potential claim against you for personal liability, as this could mean we do not pay this cost. Just obtain any witness statements/evidence/receipts/valuations/repair reports that you may need and send them to us for assessment.
- Written notice of any claim should be submitted to us as soon as possible and within 60 days of the incident
