Am I covered if a close relative at home falls ill and I need to cut short my trip?
All claims are assessed based on the individual circumstances, however, we do not cover existing medical conditions of non-travelling family members.
Do the sums insured benefit the whole group or each person?
Claims will be paid up to the sum insured listed for each insured person.
How do I make a claim?
Please check our Claims Information page here for up to date information
I am still abroad and need to make a claim on my policy, what do I do?
You can submit a claim while you are abroad however, we would suggest waiting until you return to the UK for ease.
If you do require assistance while abroad, please contact the emergency assistance team on 0333 005 1065.
My baggage is being sent 2 weeks before I travel. Is it covered?
Unfortunately not, your baggage must travel with you.
What documents do I need to take away with me?
It is totally up to you how much documentation you bring abroad with you – some people prefer to have a paper copy of everything, and other people are happy to access their documents via their smartphone.
We suggest that you should always take a copy of your Policy Schedule, as this is your confirmation of cover, and shows your policy number, the travellers who are covered under the policy, and the cover you have purchased (plus any additional cover options). If you have declared any medical conditions, you should also take a copy of your Medical Screening document, just in case you need to seek medical treatment.
Please note, in some countries such as Turkey, you will be asked to produce all of your travel insurance documentation (including your policy wording) before you can see a doctor.
Will my policy cover me against terrorist activity or civil unrest?
This will be dependent on the policy you have chosen. Please check your policy wordings for what you are covered for.
Where do I find claim forms?
Please check our Claims Information page here for up to date information.
Where do I send my claim?
Please check our Claims Information page here for up to date information.
Can I submit my claim online?
Please check our Claims Information page here for up to date information.
Can I check the status of my claim? If so, where?
Please check our Claims Information page here for up to date information.
Who will be processing my claim?
The allocated claim assessor. If they require further information, they will make direct contact with you.
Is there a time limit for me to submit my claim?
Yes, up to 60 days, unless under exceptional circumstances.
How can I contact the claims team?
Please check our Claims Information page here for up to date information.
Can I make a retrospective claim?
This will be dependent on the situation. If this is the case for you, we would suggest contacting us. It is worth noting that the claims customer service agents will not be able to advise if the claim will be paid or not, as this will only be confirmed once all information has been received and the assessor has assessed the claim.
Can I make a claim relating to COVID-19?
Yes, however, please be aware your policy may have exclusions in relation to this.
Please check your policy wording here.
If in doubt, please feel free to submit your claim and one of our claims team will advise as to whether the claim will be successful or not as part of the assessing process.
Can I make a claim due to the FCDO changing their advice?
Yes, however, please be aware your policy may have exclusions in relation to this.
Please check your policy wording here.
If in doubt, please feel free to submit your claim and one of our claims team will advise as to whether the claim will be successful or not as part of the assessing process.
Can I make a claim due to the country I'm travelling to closing their borders?
Yes, however, please be aware your policy may have exclusions in relation to this.
Please check your policy wording here.
If in doubt, please feel free to submit your claim and one of our claims team will advise as to whether the claim will be successful or not as part of the assessing process.
Can I claim for cancelled flights/holiday?
Yes, however, please be aware your policy may have exclusions in relation to this.
Please check your policy wording here.
If in doubt, please feel free to submit your claim and one of our claims team will advise as to whether the claim will be successful or not as part of the assessing process.
If I have more than one claim, can I submit them together?
Yes, but they will be assessed as 2 separate claims and you will be given 2 reference numbers. For ease, we would suggest you keep them separate.
I don't understand the claim form, can someone help me?
The claims team will be happy to assist you, contact us here.
Can I make a claim if the booking was for a group?
Yes. Please be aware, we will only pay for the costs of the insured person on the policy, regardless of who paid.
For example, you are travelling with 4 other people who are all covered with other insurers, but you paid for the holiday. We would only assess the claim for your portion of the costs.
I can’t find the right claim form
Please check our Claims Information page here for up to date information.
Can I claim back the costs of COVID tests I need to do in order to travel?
No, this is not covered under the policy. Any expenses required for travel will not be covered. For further clarification, please check your policy wording.
Can I claim for flying home early following FCDO or country's guidelines changing?
This will be dependent on the policy you have purchased, so please check your policy wording. Please note – Any changes by the airline provider will be the responsibility of them.
How will my claim be paid to me?
During the claim process, you will be asked for your BACS details. Please ensure these are correct when providing them to us.
I don’t know if my claim is for cancellation or curtailment?
Cancellation is when you have been unable to go on your trip at all – you have not left home for your trip. Curtailment means ending your trip early – you were not due to come home for a few days but have been forced to return early. Contact us for clarification if you are unsure.
What is the wear & tear scale for baggage claims?
This can be found within your policy wordings
Why are the claims limits the same as or less than the excess?
This depends on the type of cover that you have purchased as the excess will change depending on the policy.
This will also apply to specific cover levels, if you purchase a higher policy, the cover levels will be different to those of a lower policy.
In order to compare the cover levels, please see our cover levels page.
What do you need from me in order to submit a claim correctly?
Please check our Claims Information page here for up to date information as this may differ depending on the claim.
Can I claim for Visa costs?
No, this is not covered under the policy. Any expenses required for travel will not be covered. Please check your policy wordings for what you are covered for.
Can I claim for unused airport parking?
This will be dependent on the policy you have chosen. Please check your policy wordings for what you are covered for.
The claim form asks me to provide proof of my travel dates, however I do not have a return journey booked as of yet, what should I do?
If you do not have a date on which you are looking to return home, we will need you to provide ‘proof of intent to return home’
This can include;
o Confirmation of a college or university placement
o Contract of the employment commencement date
o Rental agreement
o Consultant appointments in the UK
o Copy of logbook confirming ownership of the vehicle, with proof of current tax.
o Court summons or appearances o Mortgage agreement
o Current home or contents insurance (in your name).
o Future travel plans (flight bookings) leaving and returning to the UK.
Please note that this policy is not intended to offer cover if you are emigrating. If you are in any doubt, please contact our customer service team
Can I claim for someone that is not on the policy but I have paid for them?
No, we will only pay for your portion of costs, they would need to claim through their own insurance provider.
Do you cover cash that was lost or stolen?
Yes we do. The amount covered will be dependent on the policy you have chosen.
Please check your policy wordings for what you are covered for.
How long do I have to be delayed in order to make a claim?
This will be dependent on the policy you have chosen. Please check your policy wordings for what you are covered for.
Can I claim from my travel agent as well as my insurance company?
No. Travel Insurance is designed to reimburse you for irrevocable costs and put you back in the same position as you were prior to travel.
Can I claim if I have to do jury service and can no longer travel?
Yes, providing you are able to give written confirmation to validate your circumstances
Can I claim for hire car costs?
We will pay for the reasonable additional costs that have been unforeseen. For further information, please check your policy wordings for what you are covered for under your specific policy.
Can I claim if my cruise has been cancelled?
You should speak to your travel provider first – as if they have cancelled, it is their responsibility to offer you reimbursement or alternative travel arrangements.
We would only consider a claim where you are unable to recover costs from elsewhere.
My tour operator/airline has refunded me/provided me with a voucher, can I still make a claim?
As you have been offered a monetary value/alternative travel arrangements, we will not consider your claim as travel insurance is for the occasions you are unable to recover your costs from elsewhere.
If however, you do not want a voucher and this is all they are offering, please get this in writing and submit a claim which we can then assess for you.
My Holiday company/tour operator/airline has gone bust - can I make a claim?
This will depend upon the specific policy you have purchased.
Please check your policy wording for more information. The claims team will also be able to inform you whether your policy does or does not provide this cover.
Can I claim for cancelled UK holidays?
Yes. As long as the trip is at least 3 days/2 nights, your claim would be considered.
Can I claim for cancelling due to a lost passport?
This will be dependent on the policy you have chosen. Please check your policy wordings for what you are covered for.
Do I need to speak to you before I send a claim?
No, but if you would prefer to speak to someone, contact us here.
Why has my claim not been paid in full?
We will automatically deduct any excess from the settlement. Your claim may be above the limit of that section of the policy, therefore, we will not pay more than the policy limit.
You may also have claimed for expenses that are not covered under the policy. If you are unsure of your settlement, please contact us.
How do I sign an electronic claim form?
You can type your name in the box. If you prefer, you can print, sign and scan back.
I can't type anything on the claim form online - Can you help me?
The online forms should allow you to type in the box. If you are still having trouble, we can send you a form in a different format. Please contact us in order for us to assist you further.
Can I claim for my gadgets?
This will be dependent on the policy you have chosen. Please check your policy wordings for what you are covered for.
If the claimant unable to sign the paperwork, can someone do this on their behalf?
As long as the claimant has given consent for this person to act on their behalf. Please contact us if you need any further assistance.
Can I submit extra information for a current claim?
Yes, please use the information on the claims information page and ensure to include your claim reference number.
What is a Property Irregularity Report and why do you need it?
This is a letter or statement from the airline with a reference number, it may include details of the damaged bag which has been reported by yourself, we require this so that we can get in contact with the airline regarding the claim for baggage.
Can I claim for Natural Disaster?
Yes, however, there will be specifications and exclusions of this which will be explained in your policy wording. The claims team will also be able to talk you through it if you would like. Please click here to find our contact us page.
What if I want to come home early?
Your policy covers you to come home early because you are ill, only if medical treatment is not available locally. If you are thinking of cutting short your trip because you are not well then you must contact our medical assistance service for advice first. If you need to come home for any other reason, such as the illness of a close relative in the UK then you should make your own arrangements, bearing in mind your duty to act at all times as if uninsured.
If you are not sure whether your particular circumstances are included in the cover then contact the claims team between Monday and Friday 9am – 5pm (Excluding Bank Holidays) If you have any further questions regarding our emergency assistance team please feel free to contact us.
Do I pay an Excess for each claim? What is an Excess?
Yes. The excess is deducted per person, per claim.
An excess is something in which you will need to pay in the event of a claim, different policies that we provide offer different excess levels, the excess only comes into play should you need to submit a claim.
How many times can I claim in 12 months?
There is no limit to the amount of times a person can submit a claim.
How long will my claim take to process?
Where possible, a claim decision can be given immediately online or over the telephone when you first submit your claim. If additional supporting documentation is required before we can settle your claim, this will impact how long it takes for your claim to be resolved. Where the claim is not settled immediately, we will aim to respond to any correspondence relating to the claim within 10 working days.
Will you confirm receipt of my claim?
Yes, a confirmation email will be sent.
How do I get back my original documents I have submitted?
Where possible, we will accept scanned copies or pictures of documents. Where we have asked for original versions of documents to be submitted, the return of these can be requested by email or telephone.