How to make a travel insurance claim

If something goes wrong while you’re on holiday and you need to make a claim on your travel insurance, the last thing you need is for it to be turned down. Read our guide on how to make a claim to ensure it’s as hassle-free as possible...

If something goes wrong while you’re on holiday and you need to make a claim on your travel insurance, the last thing you need is for it to be turned down. Read our guide on how to make a claim to ensure it’s as hassle-free as possible...

Coronavirus (COVID-19) Update - Please check the UK red list for the latest red list travel information. The red list will be reviewed every three weeks. You still need to check the latest travel advice and entry requirements for each country you visit or transit through as they can change at short notice, check the Foreign, Commonwealth & Development Office (FCDO) for the latest information or find out more here.

Josh Daniels
Head of Travel Insurance
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Posted 30 JANUARY 2020

When can I make a claim?

When you take out travel insurance, you’ll find a list of things that you can claim for in your policy documents. Make sure you check the level of cover and the maximum amount you can claim for each. A comprehensive travel insurance policy will usually cover:

  • Loss of baggage
  • Theft
  • Cancellation
  • Medical treatment
  • Public liability
  • Delays

Check your policy to see if you need to pay an excess towards the cost of a claim. For example, if your £50 watch gets stolen but you have an excess of £100, then it’s probably not worthwhile making a claim on your policy. 

Customers with more serious pre-existing medical conditions

When you declare medical conditions on our website, we’ll only show quotes from insurance providers who will cover all declared medical conditions, with no exclusions. 

MoneyHelper has launched a directory of insurance providers who may be able to provide quotes over the phone if you have more serious medical conditions. Find more information at MoneyHelper or by calling them on 0800 138 7777.

How do I make a claim?

If you need to make a claim, you should contact your insurance provider as soon as you can - your policy documents or the provider’s website will have the contact details. There’ll be a deadline (typically 31 days) in which you can make a claim from the time of the incident.

When you speak to your provider, you’ll need to give them your policy number (you’ll find this on your policy documents) and details of the incident. You’ll then be sent a claims form to fill out – or you may be able to download one from the provider’s website.

What evidence will I need when making a claim?

If any of your belongings are lost or stolen, you’ll have to file a crime report at the nearest police station. Read our guide in the event your passport is stolen.  

You’ll also need to have supporting evidence for your claim, such as receipts, for anything that’s been stolen or lost. If you’re claiming for a delayed flight, you’ll need proof that you bought a ticket for that particular flight, such as a boarding pass. If your luggage has been lost at the airport, request a ‘property irregularity form.’  

If you’re claiming for medical expenses then you’ll need a medical form from your GP. It’s important you keep a record of any conversations/emails you have with the insurance provider, in case there’s any dispute with your claim.

Can my claim be denied?

A claim against your travel insurance may be denied for a number of reasons. 

  • If you’ve failed to accurately declare any pre-existing medical conditions when taking out a policy, this can result in a claim for medical expenses being denied.  
  • Your insurance provider may reject any claim you make for an incident that happened when you were intoxicated by drugs or alcohol.
  • Make sure you have all the necessary vaccinations before you travel. If you fail to get the recommended vaccinations and fall ill as a result, you could invalidate your policy.
  • If your provider feels an accident resulted from reckless behaviour, or lack of reasonable care, it might challenge your claim. This can also be the case if you don’t have the right level of cover. For example, an accident caused by a hazardous activity not included in your policy, such as horse riding or mountaineering.
  • Although a travel insurance policy should cover stolen items, leaving your belongings unattended, for example in a car, could affect your claim being successful.
  • Not providing adequate supporting documentation, such a police report, can also reduce your chances of success.

You can reduce the possibility of having your claim rejected by filling in your details as accurately as possible when you complete a travel insurance quote.

If you feel your claim has been treated unfairly by your provider, you can go through their complaints procedure and then take your case to the Financial Ombudsman Service if you’re still not satisfied.

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