Airline and Luggage Claims

To make a claim whilst abroad, contact the claims team on +44 (0)1444 465590. If you are looking to submit documents relating to a claim, please use the online portal [https://claims.imglobal.com/] which means there is no paperwork or posting needed. If you are having problems submitting your claim information online, please contact [email protected] who will be able to assist you. If you require we can post a claim form to your address.  

You should notify the claims team as soon as possible after the medical incident has occurred. Claims should be submitted within 28 days of returning home.

Check your policy wording against the reason for your claim. If the event is listed as covered, and you meet the conditions, you are covered to make a claim. If you are in any doubt, please contact the claims team on 0330 024 9949 (or +44 (0)1444 465590 from abroad) to confirm.

If we receive a complete submission (all claim information, circumstances, correct documents, and evidence) your claim could be processed in as little as 10 to 15 days. If further information needs to be requested, this can extend the claim as long as it takes to receive this from you and then get reassessed by our team. 

You can check the status of your claim any time by visiting the website: Travel Claims Centre and choosing the option at the bottom of the page to View the status of your claim. This can be used even if you didn’t submit your claim using the online portal. 

You should allow around 3 – 5 days after initially submitting your claim before checking its status, as you will need your claim number (sent to you by our team once your claim has been received into our system), date of birth and email address, as used in the portal submission.
 

If your claim is an emergency, call the 24-hour emergency assistance line immediately on +44 (0)1444 465573 or 0330 024 9949 from within the UK.

The 24-hour emergency assistance line number is +44 (0)1444 465573.

Call the 24-hour emergency assistance line on +44 1444 465573.

If you cannot make phone calls, you can contact the claims or assistance team by email at [email protected].

Trips in the UK are covered by the NHS. If there are costs for repatriation to your home or local hospital are required, there is cover up to £1,000. The policy does not cover private medical treatment.
 

Curtailment means cutting your trip short and returning home earlier than planned due to an insured event (such as serious illness, injury or death of a close relative).

Repatriation means being returned to your home country on medical grounds, with arrangements made by the emergency assistance team.

Yes - if a close family member dies unforeseeably and unexpectedly while you are on holiday, you can claim for curtailment costs to return home.

To claim for legal expenses, contact the claims team on 0330 024 9949 (or +44 (0)1444 465590 from abroad) who will be able to advise further.

There’s nothing worse than the sinking feeling you experience when the luggage carousel stops and your belongings are nowhere to be seen. If you can, try to avoid checking in luggage altogether and travel with hand luggage only. Remember to pack smarter and travel lighter.

If you do need to check a suitcase, take precautions:

• High-value items are always safer with you
• Photograph items and keep receipts to support any claims if your luggage goes missing
• Label your suitcase clearly with your name, address, and contact details to aid identification
• Take a photo of your suitcase so you can describe it accurately to airline staff
• Keep essential items - such as prescription medication, travel documents, and money - in your hand luggage
• A change of clothes with you will be handy if your luggage is delayed

Being prepared won’t stop your luggage from going astray, but it can make the experience far less stressful and reduce the impact it has on your trip.

Trackers such as Apple AirTag and Tile can be used to keep an eye on the current location of your luggage. However, their effectiveness varies, particularly because of their range. Both devices rely on Bluetooth to function, so if you’re travelling through a particularly large airport, they might temporarily lose connection and stop you from tracking your bags. The accuracy of the location may also vary depending on the strength of the signal, which again could stop you from locating your bags. And even if you know exactly where your bag is, you’re still relying on the airline to retrieve it, which may not necessarily speed up the process of locating your bag.

The first thing you need to do is report this to the lost luggage desk, which is usually in or near the baggage claim area. A member of staff will take down the details of your flight and ask you for a description of your luggage before issuing you with a Property Irregularity Report. Keep this safe as it will have a tracking number on it which you'll need to track the whereabouts of your belongings. You will also need this to submit a claim.

At this point, if the location of your luggage is known – for example, if you had a connecting flight and your luggage is still at your transit destination – the airline will arrange for it to be put on their next available flight to your destination and you'll be advised on how long this will take. 

Your insurance may provide cover for essentials, if you incur any expenses, please keep itemized receipts as these will be required for your claim. 

Usually, the airline will arrange for a free courier service to deliver your luggage to wherever you’re staying. You can also opt to collect it yourself once it arrives at the airport, which might be the quicker option. Please make sure that once you retrieve your luggage you are handed a receipt for the deliver showing the date and time of the delivery. This will be required as part of your claim. 

Most airlines will reimburse you for the bare essentials you’ve had to buy while waiting for your luggage, such as clothes, underwear and toiletries, but it’s unlikely you will be compensated further for the inconvenience caused. It’s down to the individual airline to decide how much reimbursement they will pay you for essential supplies. Some airlines offer a daily allowance for every day that your luggage is delayed, while others will have a fixed amount they will reimburse you for.

You will be required to submit the response from the airline for your claim. We reserve the right to recover paid reimbursements from the airline as necessary. 

Once your luggage is declared as lost by the airline, you can open a claim with them. You normally have 7 days to do this if your luggage. Most airlines have information on their website for dealing with lost and delayed luggage where you can file your claim and upload any evidence needed. The outcome of your airline claim will be required for your insurance claim. Please keep in mind that the insurance will not provide a new for old replacement, the value of each item will be calculated based on the age of the item. 

Report the problem to the airline staff or airport luggage desk right away. Take photographic evidence of the damage for further evidence for your claim. Obtain a copy of your report, this will be required for your claim. The normal deadline for claiming against the airline is 7 days, the outcome of your airline claim will be required for your insurance claim. 

You can’t claim for things like stress, missing your next flight, or missing an activity due to necessary gear that you had in your checked in luggage. You can’t claim for loss of income due to work essentials not being able for you to carry on your work. Please review your policy wording for more details. 

• Flight booking invoice (for luggage delayed, lost, or damaged)
• Property Irregularity report (for luggage delayed, lost, or damaged)
• Outcome of airline claim (for luggage delayed, lost, or damaged)
• Receipts (for luggage delayed, damaged or lost)
• Cost of repair, replacement, or market value of suitcase and contents (for luggage damaged or lost)
• Receipt of luggage delivery (for luggage delayed)
• Photographic evidence (for luggage damaged)
• Airline confirmation that luggage has been lost (for luggage lost)
• List of contents (for luggage lost)

Itemisation is required, dates and details of purchase provided need to be listed along with price for each item. 

• Certain items, such as valuables or gadgets, may be limited to single item or other limits in your policy
• Age of items results in wear and tear deductions – the insurance doesn’t provide a “new for old” value replacement

This is easy - submit your claim online using the online portal, which means there is no paperwork or post!

Please contact [email protected] who will be able to assist you. If you require so, we can post a claim form to your address. If you’d prefer to talk to someone, please call the claims line on +44 (0)1444 465 590.

If we receive a complete submission (all claim information, circumstances, correct documents, and evidence) your claim could be processed in as little as 10 to 15 days. If further information needs to be requested, this can extend the claim as long as it takes to receive this from you and then get reassessed by our team.

We’ll reach out via the fastest method - usually email or phone. Please monitor both.

You can check the status of your claim any time by visiting the website Travel Claims Centre and choosing the option at the bottom of the page to View the status of your claim.  This can be used even if you didn’t submit your claim using our portal. 

You should allow around 3 – 5 days after initially submitting your claim, as you will need your claim number (sent to you by our team once your claim has been received into our system), date of birth and email address, as used in the portal submission. 

• Clarification needed. Despite how clear you think your description of the circumstances may have been, it may not be immediately clear to our staff. Please help us move forward your claim by promptly answering any questions they may have.
• Incomplete Medical Certificate. We can’t accept partially completed medical information, or information provided from someone who isn’t a medical professional and has access to the patient’s records. When you receive your medical certificate completed by your GP, please check its completeness (GPs may mistakenly leave fields blank or forget to stamp a page)
• Missing dates. If we can’t see when the incident happened that led to the cancellation we can’t determine if cover is in place.
• Mismatched amounts. Discrepancies between the documentation and your written claim value means we will have to come back to you for further explanation / evidence.
• Undeclared medical conditions.  If the medical information provided by your GP or other medical professional identifies conditions that don’t appear on your policy, we may have additional questions for you and may need to check how this affects cover before a claims decision can be made.