A clear guide to making a travel insurance claim ¶

Knowing how to make a travel insurance claim can feel a bit daunting - especially if it’s your first time.

This guide explains our claims process in a simple, step-by-step way, so you know exactly what to expect and how we’ll support you throughout the process.

What is a travel insurance claim? ¶

A travel insurance claim is something you might make to recover your expenses if your trip is cancelled, your luggage is lost, or you need medical treatment abroad.

Behind the scenes, claims management is the process we follow to review what’s happened and decide the outcome. This includes everything from the moment you first report the issue through to the final decision.

Our goal is always to handle your claim fairly, quickly, and with care, so you can focus on what matters most.

Read our guide to better understand travel insurance.

Our promise to you

Every claim we handle follows clear principles:

We treat every customer fairly and with respect
We assess claims objectively and consistently
We work as quickly and efficiently as possible
We communicate clearly at every stage

We understand that making a claim can be stressful, so we aim to make the process as simple and straightforward as possible.

The five steps of the travel insurance claims process¶

1. Reporting your claim

This is the first step, where you tell us what has happened.

You (or someone on your behalf) will need to provide:

Your policy number
Details of what happened
Dates and locations
Contact information

Don’t worry if you don’t have everything straight away - you can often provide additional information later.

2. Checking your policy

Next, we check that your insurance policy was active and valid at the time of the incident and that the situation is covered under your policy.

We review the policy wording carefully to make sure everything is assessed correctly. Double-check your policy beforehand to make sure you can claim before starting the process.

3. Gathering documents

To support your claim, we’ll need some evidence. This helps us make a fair and accurate decision.

Depending on your claim, this might include:

Proof of travel (such as booking confirmations)
Receipts or invoices
Medical reports or certificates
Police or airline reports (if relevant)

We understand paperwork can feel like a hassle, but these documents are essential to process your claim properly and ensure the easiest process possible for you.

4. Assessing and making a decision

Once we have all the information, a claims handler will carefully review everything.

There are three possible outcomes:

Full settlement - your claim is paid in full
Partial settlement - part of your claim is covered
Decline - the claim is not covered under the policy

If your claim is approved, we’ll explain:

How much will be paid
How this has been calculated
When you can expect the payment

We always make sure that payments comply with your policy terms, including any limits or excesses.

5. Closing your claim

Once the decision has been made and any payment completed, your claim is formally closed.

If you have any questions at this stage, our team is always here to help.

Our goal:

Our aim is simple - to provide a service that is:

Efficient and easy to follow
Focused on your needs
Fair and transparent

We work hard to resolve claims as quickly as possible and avoid declining them unless absolutely necessary under the policy.

What can slow down a travel insurance claim?¶

There are a few common issues that can delay the process. Being aware of these can help things move more quickly:

Claim forms that are not fully completed
Missing supporting documents
Medical certificates that are incomplete
Large baggage claims without a detailed list of items
Cancellation invoices that don’t show whether a refund has been issued

Providing clear and complete information from the start can make a big difference.

Helpful tips for a smoother claim¶

You can help make the claims process smoother by gathering everything you need beforehand and familiarising yourself with our claims process above. Make sure you:

Keep receipts and documents while you travel
Report incidents (such as theft) as soon as possible
Fill in forms carefully and completely
Send all requested documents promptly

If you’re unsure about anything, it’s always best to ask - we’re here to guide you.

We’re here to help¶

Making a claim doesn’t have to be complicated. Our team is here to support you at every stage, answer your questions, and make the process as straightforward as possible.

Travel insurance is there to protect you when things don’t go to plan - and we’re here to make sure you get the help you need, when you need it most.