You will need this information for claims online and over the phone:
- your policy number
- your purchase date
- your policy start and end date
- type of cover / product (such as Silver Single Trip)
- destination / geographical area (such as Region 1)
Claiming for medical assistance
When making claims for medical assistance, if possible, get us to agree to medical treatment before it's carried out. This may not be possible in an emergency but please ensure you submit any additional required information at the earliest opportunity. Always make sure you get receipts for any treatment or medication you're given.
Claiming for belongings
Make sure that claims are reported to the relevant transport company if your personal belongings are delayed, lost, stolen, or damaged.
You also need to get a property irregularity report (PIR) from the transport company. If you do not tell the airline or transport company within 3 days of the event, we may not be able to pay your claim.
If you lose any money or personal belongings or if they are stolen, you must report this to the police and hotel management if this applies.
You must also get an official written report from the police, airline, transport company, and so on. If you do not tell the police and hotel management, if this applies within 24 hours of the event, we may not be able to pay your claim.
Claiming for cancellation
To claim for cancellation you will need:
- certificate of insurance
- holiday booking invoice
- cancellation invoice (if it's a package holiday or arranged via tour operator)
- refund confirmation following cancellation or unused ticket along with confirmation that no refund is available (if it's an independent booking)
- medical cancellation – medical certificate and consent to obtain a medical report (form provided with claim form)
- non-medical cancellation – evidence to support the reason for cancellation
The claim form would then go into further detail however this is the main checklist.
Additional requirements
As each claim is unique, you may be asked to provide evidence not mentioned here. The sooner you can provide us with all the information needed to log your claim, the faster the claim process will be.