MAKING A CLAIM

What should I do?

Notify the travel agent/tour operator immediately you need to cancel and obtain a cancellation invoice. If you delay we will only pay for those that you would have had to pay on the date it would have been reasonable for you to cancel.

What documentation do I need to back up my claim?

• Original cancellation invoice(s) detailing all cancellation charges incurred.
• For claims relating to illness or injury a medical certificate will need to be completed by the treating doctor.
  A certified copy of the death certificate is required in the event of death.
• If your claim results from any other circumstances, please provide independent evidence of these circumstances

What should I do?

Emergency Medical - Contact the 24-hour Medical Emergency Assistance provider immediately if you are admitted as an inpatient.

Curtailment/cutting short your trip - Contact the 24-hour Medical Emergency Assistance provider to confirm that the reason for cutting short your trip will be covered and that your expected additional expenses are reasonable.

What documentation do I need to back up my claim?

• Your original trip booking invoice(s) and travel documents showing the dates and times of travel.
• Original receipts and accounts for all out-of-pocket expenses you have to pay.
• Original bills or invoices you are asked to pay.
• Details of any other insurance you may have that may cover the same loss, such as household or private medical.
• As much evidence as possible to support your claim.

Baggage and personal money

• Report the theft, damage or loss to the police within 24 hours of discovery and ask them for a written police report.
• If applicable, you should also report the theft, damage or loss to your travel carrier, tour operator, handling agent or accommodation manager and ask for a written report.
• For delays losses and damage whilst in the care of a travel carrier, report this as soon as possible and obtain a written report from them. For airlines specifically, you must obtain a Property Irregularity Report (PIR) from the airline or their handling agent. This should be done within 7 days of any delay, loss or damage. You then have 21 days to write to the airline confirming the details of any essential replacement items purchased.
• Original receipts, vouchers or other suitable evidence of purchase / ownership / value for lost, stolen or damaged baggage.
• Keep any damaged items as we may need to inspect them. If we make a payment or we replace an item, the item will then belong to us.
• Obtain an estimate for repair for all damaged items.
• Block lost or stolen mobile phones with your network provider and obtain written confirmation of this action from them.
• Documentary evidence of the value of the lost or stolen personal money as well as the original source for cash.

Baggage Delay

• Report the loss to the travel carrier and obtain a written report from them. For airlines, you must obtain a Property Irregularity Report (PIR) from the airline or their handling agent. This should be done within 7 days of any delay, loss or damage. You then have 21 days to write to the airline confirming the details of any essential replacement items purchased.
• Original receipts, vouchers or other suitable evidence of purchase for essential replacement items.

Loss of Travel Documents

• A receipt from the consulate or embassy confirming the cost of the emergency replacement passport or visa and a written report from the police if your passport or visa is stolen.

What documentation do I need to back up my claim?

• Your original trip booking invoice(s) and travel documents showing the dates and times of travel.
• Original receipts and accounts for all out-of-pocket expenses you have to pay.
• Original bills or invoices you are asked to pay.
• Details of any other insurance you may have that may cover the same loss, such as household or private medical.
• As much evidence as possible to support your claim.
• Original receipts, vouchers or other suitable evidence of purchase for essential replacement items.

What do I need?

• Written confirmation from the airline, rail company, shipping line or their handling agent of the scheduled and actual departure times and why the departure was delayed.
• Detailed account of the circumstances causing you to miss your departure together with supporting evidence from the public transport provider or accident / breakdown authority attending the private vehicle you were travelling in.
• If your claim results from any other circumstances, please provide independent evidence of these circumstances.