make a claim
our claims team are here if you need any help making a claim before, during or after your trip. they will make sure your claim is dealt with efficiently and fairly, using the terms and conditions set out in your policy wording.
starting your claim:
it’s quick and easy to tell us about your claim – it should only take a few minutes and you can kickstart it here
the online claims portal is available 24/7, with immediate decisions available for certain claims.
but if you would rather speak to a human, give us a call and a member of the team will help you start your claim – check your policy wordings for the right number to call!
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 from start to finish.
the claims process:
when making a claim for anything other than expenses following a medical emergency or coming home early, please see below:
- first, check your policy wording and if it looks like there is no cover available based on what is written in the section you are claiming for, then you can of course discuss this with the team. they may also be able to help you by giving you other organisations that you can approach to cover your loss. for example; airlines, tour operators and some all-risk household policies.
- also check which documentation is required to make your claim as it may be different claim to claim (for example: receipts, crime reports, cancellation invoices)
- make sure you keep copies of all the information and documents you send in to us for your records but also because the claims team may ask for the original documents when they start assessing your claim.
- make sure to keep any items that are damaged that you are claiming for because we might need them to assess as part of your claim.
our claims team:
- might need you to give them some more information to help them assess your claim
- may appoint a loss adjuster to discuss your claim in person
- will pay all valid claims into your bank account after they have taken off any excess’ that are on your policy
top tips & guidelines:
- before you go on holiday, make a note of your insurance information in case you need it when you are away. especially the medical assistance details in case of an emergency that you can find in your policy wording.
- we will need your booking invoice that confirms your booking and the dates of your holiday for any claim.
- if you are making a cancellation or curtailment claim, we will also need your cancellation invoice.
- always make sure to get written confirmation that includes the reason for all travel delay or cancellation claims from your airline, ferry, railway or coach operator.
- if any of your belongings are lost, damaged or stolen, please report it to the police, tour rep, hotelier or another independent party of the incident and get a written crime or incident report.
- make sure to keep all receipts, accounts and documents as you will need this to make any claim.
- don’t discuss, agree or pay any potential claim against you for personal liability, as this could mean we won’t pay this back to you. just make sure to find any witness statements, evidence, receipts, valuations and/or repair reports that you may need and send them to us for assessment.
- remember that written notice of any claim should be submitted to us as soon as possible and at the latest, within 60 days of the incident