In the event of an insurance claim, please refer to your policy documents that you would have received by email which includes the local contact details of the country that you purchased the insurance policy from or refer to the below contact numbers.
For submitting a claim, please find below the following contact details for each respective country:
Reporting claims and submission of duly completed claim forms with the required documentation are to be sent to the claim offices as indicated above.
Required documentation can include the items listed in the table below. Additional documents and relevant information may be requested as relevant.
| Type of Claim |
Documents Required |
| Canceling and Cutting short your trip |
- Insurance policy schedule/certificate of insurance/tour operators booking invoice showing payment of your insurance premium.
- Original evidence to substantiate travel e.g. booking invoice, travel itinerary, tickets, insurance certificate / document.
- All unused and used travel tickets, itineraries etc.
- Letter confirming whether any refund is due.
- If curtailment is due to the medical condition, including death, attach the medical certificate completed by the usual medical practitioner of the individual whose condition has caused the submission of the claim.
- If curtailment was due to an injury or illness suffered by an individual appearing on the certificate of insurance and who traveled on the holiday, provide written confirmation of the physician who treated the individual that curtailment was necessary.
- If cancellation or curtailment is due to a death, a certified copy of the death certificate needs to be submitted. In addition, if the deceased was insured under the certificate on which this claim is being submitted we require a copy of the Grant of Probate/Letters of Administration issued in respect of the deceased's estate.
- If this claim is being submitted as a result of an injury provide a full description of the incident leading to the injury. If a 3rd party was involved, provide their details and those of their insurer if available.
- If cancellation or curtailment is for any other reason, forward independent written evidence of the incident or circumstances that have resulted in the submission of the claim.
- The original holiday cancellation invoice. If your booking was flight only it might not be possible to obtain this document. If this is the case provide a written statement to this effect from the travel agent.
- If cancellation is due to redundancy we require a letter from your former employer which confirms that you have been made redundant and are due to receive payment under current redundancy payment legislation, the position you held and your length of service.
- If cancellation is on medical grounds, including death, the attached medical certificate(s) must be completed by the usual medical practitioner of the individual whose condition has led to the submission of the claim.
- If cancellation is due to being called for jury duty, submit summons of jury duty.
- For curtailment, an official letter confirming the need for your return or emergency posting overseas.
|
| Travel Delay |
- Insurance policy schedule/certificate if insurance/tour operator invoice showing payment of your insurance premium
- Copy of boarding pass of planned travel
- A dated official confirmation letter from the airline stating the reason for delay and duration of delay
|
| Medical and Other Expenses |
- Insurance policy schedule/certificate of insurance/tour operator invoice showing payment of your insurance premium.
- Original evidence to substantiate travel e.g. booking invoice, travel itinerary, tickets, insurance certificate/document
- Passport copies showing the exit and entry dates.
- Original receipts for all expenses incurred.
- You must have a doctor complete the medical certificate.
- An official letter from the treating physician to confirm that additional expenses were medically necessary.
- Any medical report and/or information given on the site of the medical emergency
- If the claim is submitted on behalf of the estate of a deceased insured, copies of the death certificate and the Grant of Probate/Letters of Administration need to be attached. If the insured passed away due to illness rather than as a result of injury, the medical certificate must be completed by the deceased's usual medical practitioner.
- If the claim is being submitted as a result of an injury provide a full description of the incident leading to the injury. If a 3rd party was involved provide their details and those of their insurer if available.
|
| Missed departure |
- Copy of ticket showing the original itinerary
- Confirmation of the reason for the delay and how long it lasted from the appropriate authority
- Original receipts of expenses incurred
|
| Personal Belongings Baggage, Passport and Travel Documents |
- Insurance policy schedule/certificate of insurance/tour operator invoice showing payment of your insurance premium.
- Original evidence to substantiate travel e.g. booking invoice, travel itinerary, tickets, insurance certificate.
- Police report if property was lost/stolen whilst it was not in the custody of a carrier.
- If original claim is for property lost, stolen or damaged whilst in the custody of a carrier, forward a copy of the Property Irregularity Report, their written confirmation that no payment has been issued to you or if any compensation was received, the amount, and all used travel tickets and baggage tags.
- For all personal possessions claimed, provide pre-loss supporting documentation in the form of receipts or visa/bank statements showing the purchase of the items claimed for. Also forward the manuals and guarantee documentation for any watches, cameras or electronic goods claimed for.
- Damage claims only - provide an estimate for repair or if the item is damaged beyond repair, confirmation of this from a relevant tradesman. Retain all damaged items as we may require them to be forwarded to our offices.
- Baggage delay claims only - Copy of baggage tags
- Baggage delay claims only - a dated official confirmation letter from the airline that the baggage is lost or delayed (duration of delay)
- Baggage delay claims only - receipts for necessary purchases of clothing and toiletries and the carrier's confirmation of the incident and the date and time your luggage arrived.
- Loss of passport claims only - a consular report
- Loss of passport claims only - receipts of travel, accommodation and communication expenses incurred in obtaining a replacement passport or travel document.
|
| Personal Accident |
- Insurance policy/schedule/certificate of insurance/tour operators booking invoice showing payment of your insurance premium
- Full account of the circumstances leading to the accident and the injuries sustained, including the details of any witnesses or 3rd parties involved in the incident
- Original holiday booking invoice
- Details of your regular general practitioner and any specialists from whom you have received treatment and your written confirmation that we may contact them for further information.
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