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 Wordings
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.
If you purchased your policy prior to the 7th March 2022 please refer to your policy wording document for the process you need to follow when making a claim.
If you purchased your policy after the 7th March 2022, the below applies to your policy:
Starting Your Claim
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.
Give us a call on 0333 005 1077 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)
- Submit your claim within 60 days of returning home. There may be some circumstances where you may need to claim whilst still abroad or travelling, but you must still follow the claim requirements.
- 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, we’ll also need your cancellation invoice.
- 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
You can speak to someone by calling 0333 005 1077.
If you purchased your policy before the 7th March 2022, please refer to your policy wording document for the process you need to follow when making a claim. Claims forms can be found below:
If you were unable to go on your trip, and couldn’t recover any pre-paid costs from your airline or travel agent, please download and complete this claim form. Please note, this section of your policy only applies if you cannot travel due to specified reasons such as: death, injury or illness of yourself, a close relative or someone travelling with you.
If you needed to cut short your trip and return early, please download and complete this claim form. Please note, this section of your policy applies if you have to return home early due to specified reasons such as: injury or illness of yourself, a close relative or someone travelling with you.
If you were delayed at your international departure point, you may be able to claim a benefit for each 12 hours you were delayed. This claim form is also applicable if you were forced to abandon your trip after a 24 hour delay, or if the piste was closed during your winter sports trip.
If you have missed your departure from the UK, please fill out the claim form below.
If you sought medical attention during your trip and incurred expenses, such as treatment costs or repatriation expenses, please download and complete this claim form. If you’re still in the process of having or seeking treatment, please contact our 24/7 Assistance team.
If your personal possessions were lost, stolen, damaged or delayed during your trip, please download and complete this claim form. This includes things like cash, travel documents, delayed baggage and valuables – the limits for each will be clearly explained in your policy wording.
NOTE: If you’re claiming for gadgets such as mobile phones, please see below.
As part of your claim, we may need you to complete our Access to Medical Records form, to grant us authorisation to access your records. Simply ask your UK General Practitioner (GP) to fill in this section and attach it to your claim form alongside any other supporting documentation.