Why Claims Get Cancelled: Your Guide to a Successful Travel Insurance Claim ¶
Whether you are jetting off on a relaxing beach holiday or embarking on a once-in-a-lifetime cruise, packing your bags, and heading to the airport is always an exciting feeling. Travel insurance is designed to provide peace of mind so you can enjoy your trip knowing that you are protected if things go wrong.
However, the reality of insurance is that a claim can only be paid if it meets the terms and conditions of your policy. Discovering that your travel insurance claim has been denied can turn a stressful situation into a financial headache.
At goodtogo, we want to help you avoid this frustration. To ensure you have the best possible protection, we have put together this guide detailing why travel insurance claims get denied, alongside some essential steps you can take to support a successful claim outcome.
Part 1: Why Travel Insurance Claims Get Cancelled or Denied ¶
When an insurer declines a claim, it is not a random decision. It usually stems from a specific breach of policy conditions or a misunderstanding of what is covered. Understanding these common pitfalls is the first step toward avoiding them.
1. Non-disclosure of pre-existing medical conditions
This is the single most common reason travel insurance claims are rejected. When you take out a policy, you must honestly declare all known pre-existing medical conditions - even those that seem minor, well-managed, or irrelevant to you.
If you fail to declare a condition or conditions and later require emergency medical treatment abroad for that illness (or a related complication), your insurer may reject your claim, partially or in full, and may void your policy. This could leave you personally responsible, including potentially financially responsible for large medical bills.
2. Inaccurate travel dates or destinations
An insurance policy is a legally binding contract tied to specific circumstances, for example: your trip destination, travel dates, your pre-existing health history, and level of cover purchased. If your policy states you are travelling to Spain from the 1st to the 14th of the month, but you actually travel to Egypt or extend your trip to the 21st, any claim made outside of your specified dates or geographical zone will be instantly rejected. Even simple typos during the booking process can lead to an administrative cancellation of a claim, so it is important you check all details are true and correct and relate to your intended travel plans.
3. Delays in contacting the 24/7 emergency assistance team
If you face a medical emergency abroad, your policy requires you or someone travelling with you to contact the insurer’s emergency medical assistance helpline as soon as reasonably possible. If you undergo expensive private medical treatments, change hospital, or book emergency flights home without first consulting the medical assistance team shown within your Travel Insurance documentation, your claim may be capped or entirely denied because the insurer was not given the opportunity to manage and approve the costs. Remember your Travel Insurance policy is not private health insurance and only extends to cover emergency medical treatment.
4. Lack of sufficient supporting evidence
Insurers will not pay claims based on your word alone; they will require supporting evidence/documentation. If your baggage is stolen and you do not obtain an official police report within 24 to 48 hours, or if you cancel a trip due to illness but cannot provide a medical certificate from a qualified doctor, the claims team lack the evidence needed to approve your payout.
5. Engaging in uncovered activities
Standard travel policies are designed for leisure travel. If you break a leg while participating in a specific activity e.g., skiing, quad biking, or skydiving without having purchased specific hazardous activity or winter sports cover, your claim will be rejected.
6. Travelling against government advice
Before you head to the airport, it is vital to check the latest guidance from the Foreign, Commonwealth & Development Office (FCDO). If the FCDO has advised against "all travel" or "all but essential travel" to your destination, standard travel insurance policies become invalid for that region. Travelling against this advice will automatically result in any subsequent claim being denied. Explore our travelling against FCDO advice page for more information.
Part 2: Your action plan for a successful claim ¶
Now that you know some of the areas which cause a claim to fail, here is your step-by-step checklist to help your claim process runs smoothly and successfully from start to finish.
Declare 100% of medical history (even controlled conditions)
Cross-reference policy schedules with booking confirmations
Keep the 24/7 emergency assistance number saved in your phone
Obtain written reports (Police, Medical, Airline) within 24 hours
Retain all original receipts and proof of ownership
Step 1: Tell us everything during medical screening
Be entirely transparent during the medical screening process. At goodtogo, we specialise in covering pre-existing medical conditions for travellers of all ages, so there is no need to hide anything.
If your medication changes or you receive a new diagnosis after buying the policy, but before you travel, you must call us to update your details. Failure to update changes in circumstance can invalidate a claim.
Step 2: Match your dates and destinations exactly
Always cross-reference your flight itinerary and hotel bookings with your travel insurance certificate. If you are going on a cruise, ensure you have selected a policy that explicitly includes cruise cover, as standard policies do not cover cruise-specific mishaps like cabin confinement or unused excursions.
Step 3: Buy the right levels of cover
Make sure that you buy a policy with the right financial limits for your trip, so you are not left out of pocket:
Cancellation Cover: Ensure the cancellation limit is at least equal to the total cost of your prepaid holiday per person.
Baggage and Gadgets: Think carefully about the value of the items you are taking. If you are travelling with expensive smartphones, tablets, or cameras, consider adding an optional gadget cover to fully protect your tech.
Policy Extras: Tailor your policy with specific add-ons if needed, such as natural catastrophe cover or waiting list cover.
Step 4: Act quickly and collect paperwork instantly
If something goes wrong, act immediately to secure the proof your claims team will ask for:
For Medical Issues: Keep all medical reports detailing your diagnosis, prescription receipts, and hospital discharge summaries.
For Theft or Loss: Report the incident to the local police (or your hotel/tour guide if a police station is not accessible) and get a written report with a crime reference number.
For Travel Delays: Request a written statement from your airline or transport provider confirming the exact length and reason for the delay.
Step 5: Keep your receipts
Whether it’s buying emergency toiletries because your suitcase was misplaced by the airline, or paying for a taxi to a medical clinic, keep every single receipt. Digital copies may be acceptable, so taking a quick photo of your receipts on your phone is an excellent way to ensure they do not get lost.
Final Thoughts ¶
The secret to a successful travel insurance claim lies entirely in the preparation. By taking a few extra minutes to double-check your policy details, honestly declaring your health history, and gathering the right paperwork while away, you protect yourself from the common reasons claims get denied.
Before you set off on your next adventure, take a moment to review your paperwork. If your plans have shifted or you need to add an extra medical condition, get in touch with the goodtogo team today - we are here to help you get good to go!
If you have taken out a policy with us and need to make a claim, head to our claims page here.
