How to make a claim on your travel insurance policy

Making a claim can sometimes appear complicated and even daunting. We want to make the process as easy for you as possible.

You can find all the important contact details below, as well as guides to help you submit your claim as quickly and as easily as possible.

  • Claims Guidelines – what you need to do to help you make a claim, including what documentation you’ll need to obtain while you are away. 
  • Claims Checklist – what you will need to make a claim. 

The easiest way to make a claim is on our secure website. This gives you time to gather all the documents you need, submit them online and means no waiting for the post.

Our online claims portal is available 24/7, with an immediate decision available for certain claims.


Submit a claim online – click here 


If you’d prefer to speak to someone, you can also make a claim over the phone. Call the claims team on +44 (0)208 865 1654 and one of our team will be happy to help.


Claims Guidelines 

What you need to do to help you make a claim – including what documents you’ll need to obtain. 

  • Take all travel insurance documentation on your trip.
  • For all claims we will need your booking invoice (and also a cancellation invoice for any cancellation/curtailment claims).
  • Always obtain written confirmation including the reason for all travel delay or cancellation claims from the airline, ferry, railway, or coach operator.
  • If any of your belongings are lost or damaged, report it to the police with 48 hours and obtain a written report.
  • Keep all receipts, accounts and documentary evidence as you will need them to make a claim. Any item with a value of £50 or more must be supported with the original receipt.
  • If you are still away on your trip, please call the 24hr Emergency Medical Assistance Service Helpline immediately +44 (0)208 865 1640 if you need assistance for any of the following: Inpatient medical expenses, accidental injury or illness likely to require hospitalisation, repatriation or any alteration to travel plans.
  • Do not discuss, agree or pay any potential claim against you for personal liability. Just obtain any receipts/valuations/repair reports that you may need and send them to us for assessment.
  • Written notice of any claim should be submitted to us as soon as possible.

PLEASE NOTE: These guidelines are not a substitute for the policy terms, conditions, limitations and exclusions which you should read carefully. You can view our full policy wording here.


Claims Checklist – How to make a claim. 

How to make a claim for anything other than emergency medical expenses or curtailment

  • Check the relevant policy section to see if you are covered.
  • Check what documentation is required to make a claim.
  • Submit your claim within 28 days of returning home (in certain circumstances you may wish to claim whilst still travelling – this is possible, but you must still adhere to the usual claims requirements).
  • Keep copies of your completed claims form and all supporting documentation after emailing them to the claims team. Original documentation including receipts may be requested by the claims team whilst assessing your claim.
  • Keep any damaged items that are the subject of a claim. They may be required for salvage / assessment.


How The Claims Service will deal with your claim

  • They will aim to assess your claim within 5 working days of receiving your completed claim form.
  • They may require you to provide further information, in which case your response will be assessed within 5 working days.
  • They may appoint a loss adjuster to discuss your claim in person.
  • They will settle all valid claims by BACS payment minus any excess on the policy.

Was this article helpful?

That’s Great!

Thank you for your feedback

Sorry! We couldn't be helpful

Thank you for your feedback

Let us know how can we improve this article!

Select atleast one of the reasons
CAPTCHA verification is required.

Feedback sent

We appreciate your effort and will try to fix the article