Claims
How to Make a Travel Insurance Claim: Step-by-Step Guide
A claim is only as good as the evidence you bring. Here's the document checklist your insurer wishes everyone followed.
Most travel insurance claims are paid in full. Most claims that get refused are refused for one of three reasons: late notification, missing paperwork, or an undeclared pre-existing condition. This guide will keep you out of all three.
1. Call the 24/7 emergency line first (for medical claims)
If something serious happens abroad, call your insurer's emergency assistance number before getting treatment if you can. They'll guarantee payment to the hospital, choose the right facility, and arrange repatriation if needed. If you pay out of pocket without calling, you may be reimbursed less.
2. Get a police report within 24 hours (for theft and loss)
Almost every policy requires a police report filed within 24 hours for stolen or lost items. Without it, your baggage claim will be refused. Get a printed report with a reference number, in English where possible.
3. Get a Property Irregularity Report (PIR) for airline-handled baggage
If your bag is lost, damaged or delayed by an airline, get a PIR from the airline desk before leaving the airport. Your travel insurer will not pay until the airline has been given the chance to.
4. Keep every receipt
For delays — keep food, drink and accommodation receipts. For medical — keep prescriptions, hospital invoices, and pharmacy receipts. For baggage — keep purchase receipts or bank statements showing the original purchase of the items claimed.
5. Notify your insurer within the deadline
Most policies require notification within 28–31 days of returning home. Submit early — don't wait for paperwork that you can chase later.
The standard claim form will ask for
- Policy number and date of incident
- Booking confirmations and itinerary
- Medical reports / police reports / PIR
- Receipts for everything claimed
- A short written account of what happened
Common reasons claims get refused
- Items left "unattended" in a public place — beach, train, café table
- Alcohol-related incidents
- Travelling against FCDO advice
- Single-item claim above the policy single-item limit
- Pre-existing condition that was not declared
Need to start a claim? Start your claim here or call 0116 464 6868.
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