If something goes wrong on a trip, knowing how to claim on your travel insurance makes a stressful situation much easier. The right steps, and the right evidence, can be the difference between a smooth payout and a refused claim. This guide explains how to make a travel insurance claim and what you need.
In a medical emergency, call the helpline first
If you have a medical emergency abroad, the first thing to do, after getting urgent help, is to call your insurer's emergency assistance helpline, which usually operates 24 hours a day. They can authorise treatment, liaise with hospitals, and arrange repatriation if needed. Calling early means the insurer is involved from the start, which helps ensure costs are covered and the right care is arranged. Keep the helpline number with you whenever you travel.
Different claims, different timing
Not all claims work the same way. A medical emergency needs immediate contact with the assistance line, while other claims, such as cancellation, lost baggage or delays, are usually made after the event by submitting a claim to the insurer. Understanding which kind of claim you have helps you act correctly: some things need handling on the spot, others when you are home, but all benefit from prompt action and good records.
Keep all your evidence
Evidence is the foundation of any successful claim. Keep receipts, booking confirmations, medical reports, and anything else that supports what happened and what it cost. For a medical claim, keep records of treatment and bills; for cancellation, keep proof of the reason and the costs lost; for baggage, keep proof of ownership and value. The more thoroughly you document things, the smoother and faster your claim is likely to be.
Report theft to the police
If your belongings or money are lost or stolen, most policies require you to report it to the local police, often within 24 hours, and to obtain a written report or reference. Without this, a theft claim may be refused. So if you are a victim of theft abroad, report it promptly and get documentation, as this police report is usually essential evidence for the insurer when you come to claim for the loss.
Cancellation and curtailment claims
For a cancellation or curtailment claim, you need to show both the covered reason and the costs you lost, as our guide to cancellation cover explains. That might mean a medical certificate, a death certificate, or other proof of the reason, plus booking confirmations and receipts for the non-refundable costs. Recover what you can from travel providers first, then claim the remaining loss, supplying the evidence the insurer asks for to support the claim.
Baggage and belongings claims
For lost, stolen or damaged baggage, you generally need to prove what you owned and its value, so receipts or photos help, and to show you reported the loss appropriately, for example to the police or the airline for baggage lost in transit. Remember that policies have limits, including caps on single items and valuables, so a claim is settled within those limits. Knowing the limits in advance helps set realistic expectations for a baggage claim.
Watch the time limits
Insurers set time limits for making claims and for notifying them of an incident, so do not delay. Report and claim as soon as you reasonably can, and within any deadline stated in the policy. Leaving a claim too long can lead to it being refused on the grounds of late notification. Acting promptly, while details are fresh and within the time limits, protects your right to a payout.
If your claim is declined
If a claim is declined and you believe it is unfair, ask the insurer for their reasons and challenge the decision through their complaints process. If you remain unhappy after their final response, you can take the complaint to the Financial Ombudsman Service, which resolves disputes between consumers and insurers for free, as our guide to travel-company failure also notes for related issues. Understanding the reason is the first step to challenging it.
What the assistance service can do
The emergency assistance helpline is one of the most valuable parts of a policy. Beyond authorising treatment, the team can help find suitable medical facilities, liaise with doctors and hospitals, keep your family informed, and arrange and pay for repatriation if you need to be brought home. In a frightening situation abroad, having experienced people coordinating your care and the costs is a real benefit, so call them early and let them help.
Be accurate on the claim form
When you complete a claim, answer everything accurately and honestly. Giving incorrect or incomplete information, even unintentionally, can delay or jeopardise a claim. Set out clearly what happened, when, and what it cost, and attach the supporting evidence requested. A clear, accurate and well-documented claim is far easier for an insurer to assess and pay, whereas vague or inconsistent information invites questions that slow everything down.
Keep copies of everything
Before sending documents to your insurer, keep copies of everything, including receipts, reports, the claim form and any correspondence. If anything is queried or lost, you then have a complete record to refer to. Good record-keeping is especially valuable for larger or more complex claims, and it makes following up or, if necessary, escalating a complaint far easier, since you can show exactly what you submitted and when.
Why claims get delayed
Claims are most often delayed by missing information or evidence, such as a forgotten police report for a theft, or a missing medical certificate for a cancellation. Providing everything the insurer needs upfront, and responding promptly to any requests, is the best way to avoid delay. Understanding what evidence each type of claim requires, and gathering it as events unfold rather than afterwards, keeps your claim moving and gets you paid sooner.
Stay calm and methodical
A claim is far easier to handle if you stay calm and work through it methodically. Deal with anything urgent first, contact the right people, gather your evidence, and submit a clear, complete claim within the time limits. The great majority of travel insurance claims that follow the rules are paid without fuss. Treating the process as a series of practical steps, rather than a source of stress, helps you get what you are entitled to with the least difficulty, even at an already trying time.
In short
To claim on travel insurance: in a medical emergency, call the 24-hour assistance helpline first; for other claims, submit them with evidence after the event. Keep receipts, reports and proof throughout, report theft to the police within the required time, and recover refunds before claiming for cancellation. Mind the time limits, and if a claim is unfairly declined, complain and, if needed, go to the Financial Ombudsman Service.
Where to get help and next steps
Read declaring pre-existing conditions to keep medical claims valid, cancellation cover, and start with travel insurance explained. This is general information, not financial advice.