Making a claim on your travel insurance (2024)

Travel insurance can give you extra protection if your holiday doesn't go as planned. This is very important if you are travelling independently because you may find yourself stranded with no way to get home and no rep to help sort out your holiday problem.

Read this page to find out more about what you need to do if you have to make a claim on your travel insurance policy.

Top tips

  • Remember to take your travel insurance policy number and emergency contact telephone number with you when you travel

  • if a problem happens while you're away, keep receipts for everything you need to buy to support your claim

  • if possible, get your insurer to agree to medical treatment before it's carried out

  • always tell your insurer about an existing health problem before you take out insurance, or you may not be covered

  • report lost or stolen belongings to the local police within 24 hours of them going missing. If this isn't possible tell the person in charge where they went missing.

Making a claim while you're travelling

Make sure you take your insurance policy number and the emergency contact details away with you. This is so you know exactly who to speak to first if you have a problem and it can be dealt with as quickly as possible. If you're travelling abroad, check you've got the right phone number.

Making a claim when you get home

If you need to make a claim on your travel insurance policy when you get home, check the following things before you send off your claim:

  • you're within the time limits for making a claim

  • you're covered for what you're claiming for

  • how much the excess is. The excess is the amount of money that your insurer will take off the claim. It may not be worth making a claim if the amount you're claiming for is less than this

  • the small print. Make sure there's nothing in the terms and conditions that prevents you from claiming

  • whether it's a new for old policy. If it isn't, the amount you get for items you're claiming for will be less than the cost of replacing them. This is because the insurer takes off money for wear and tear.

Contact your insurer as soon as possible and ask them to send you a claim form. They may be able to email this to you to speed things up. Complete the claim form carefully and keep a copy for yourself.

You'll need to include copies of all paperwork that will help your claim, including receipts or medical certificates. You should also keep copies of the originals in case your claim is queried or refused.

Your insurer may ask if you have other insurance that may cover the claim. You'll need to let them know if you have other insurance that may also offer cover, for example, home contents insurance.

Making a claim for lost, stolen or damaged items or luggage

You're expected to take reasonable care of your belongings while you're travelling. The insurer will want to see evidence that you did this.

If your belongings are lost or stolen, you should tell the local police within 24 hours of the items going missing. If this isn't possible, tell someone else such as your tour rep, hotel manager or transport provider and get a written report.

If you have to replace essential items, such as toiletries or emergency clothing, ask for receipts to send as evidence with your claim.

Making a claim for medical emergencies and personal injury

If you need medical treatment while you're away, try to contact your insurer straightaway and get them to agree to the treatment. You should do this before it's carried out, although this may not be possible in an emergency.

You may have to pay up-front for medical treatment and claim it back when you get home. Always make sure you get receipts for any treatment or medication you're given.

If you did not tell your travel insurer about an existing health problem before you took out the insurance, you may not be covered if you need treatment for this while you're away.

You may not be able to claim for the cost of any medication that you usually need and may have to take while you're travelling.

If you're a UK resident and have a European Health Insurance Card (EHIC), you can still use it to get healthcare in EU countries until it expires.

If you don't have an EHIC or it has expired, you can apply for a UK Global Health Insurance Card (GHIC) on the NHS website. You can use a GHIC to get healthcare in EU countries at a reduced cost or sometimes for free.

If you’re visiting Norway you can use your UK passport to get medically necessary healthcare there.Some countries have agreements with the UK to give free emergency treatment.

Travel insurance should cover you for pregnancy if you are in normal health. However, some airlines won't let you fly if your baby is due within a few weeks.

Making a claim if you have to cancel or shorten your trip

If you need to make a claim because you've cancelled or shortened your trip, your insurer will only accept your claim if you have a good reason for doing this. Reasons may include:

  • unexpected death, illness or injury of you, your partner or people travelling with you

  • a fire, burglary or unexpected damage happens to your home

  • you're made redundant

  • you're pregnant and are advised not travel after you took out the insurance

  • you're called for jury service or as a witness in court.

If you have to come home early, your insurer will usually only refund any extra travelling costs and the cost of any unused time in your holiday accommodation.

Next steps

  • If you need more help

Other useful information

Making a claim on your travel insurance (2024)


How do you answer insurance claim questions? ›

Below are some best practices to consider:
  1. Contact a lawyer. ...
  2. Keep in mind that despite the friendliness of the person taking your statement, that person is not your friend. ...
  3. Ask specifically that your statement not be recorded. ...
  4. Give brief answers. ...
  5. Don't volunteer information. ...
  6. Answer only the question asked.

What do you say when making an insurance claim? ›

Give your name, address, policy number, and the date and time of your loss. Make sure to tell your insurance agent where you can be reached, especially if you are unable to stay in your home. Follow up the call with a letter detailing the problem. Keep a copy of the letter.

How do I make a successful insurance claim? ›

You'll need to include copies of all paperwork that will help your claim, including receipts or medical certificates. You should also keep copies of the originals in case your claim is queried or refused. Your insurer may ask if you have other insurance that may cover the claim.

How to fight a travel insurance claim? ›

How to Appeal a Travel Insurance Claim Denial
  1. Step 1: Review the Denial Letter. A denial letter is a document an insurance company sends you to inform you that it has denied your travel claim. ...
  2. Step 2: Gather Relevant Documentation. ...
  3. Step 3: Craft a Persuasive Appeal Letter. ...
  4. Step 4: Submitting the Appeal.
Jan 26, 2024

What is insurance best answer? ›

Insurance is a contract, represented by a policy, in which a policyholder receives financial protection or reimbursem*nt against losses from an insurance company.

What is a good claim statement? ›

To be strong and effective, a claim should be debatable, focused, and specific. In other words, it ought to be something that can be argued with reasons and evidence, and it ought to be narrow enough to properly support or prove in the space and format available.

What are the three most common mistakes on a claim that will cause denials? ›

Here, we discuss the first five most common medical coding and billing mistakes that cause claim denials so you can avoid them in your business:
  • Claim is not specific enough. ...
  • Claim is missing information. ...
  • Claim not filed on time (aka: Timely Filing)

How do you start a good claim statement? ›

Your first sentence must contain your claim: the central idea of your paragraph. You must be able to prove your claim. 2. Your second sentence should fully explain your claim.

Is it worth claiming on insurance? ›

Whether it's worth putting in a claim with your insurance provider will depend entirely on the amount of damage to your vehicle, and the cost of putting that damage right.

At what point is it worth claiming on insurance? ›

If the damage costs more to repair than the value of your premium, it may be worth making a claim. This is simply because it will save you money on the repairs, especially if the damage is substantial anyway.

Will my insurance increase after a claim? ›

Will my car insurance go up after an accident? Unfortunately, the simple answer to this is yes. Whether the accident was your fault or not, making a claim will usually lead to an increase in your car insurance premium the next year and you could see an increase even if you don't make a claim.

What is the most common travel insurance claim? ›

By far, the most common and often most significant travel insurance claim is for medical emergencies. A sudden illness or injury during your trip can not only ruin your plans but also cause a severe financial strain.

Why are travel insurance claims denied? ›

If you don't provide the required documents within the stated time frame, your claim could be denied. The simple answer to avoiding this type of denied claim: file your claim as soon as possible after an incident. We also recommend you check your plan document, which will tell you how long the filing limit is.

What to do if travel insurance denies a claim? ›

If you genuinely think that your claim is legitimate and it has been denied unfairly, you should file an appeal with the insurance administrator.

How do you answer an insurance adjuster question? ›

You may provide the most basic details such as your name and contact info, the location and date of the crash, and what car you were driving. Other than that, politely decline to give more details. You have the right to refuse to answer the adjuster's questions or to consult with a car accident lawyer first.

How do you solve a claim? ›

  1. 1 Identify the problem. The first step is to identify the problem that caused the claim dispute. ...
  2. 2 Communicate with the other party. ...
  3. 3 Negotiate a solution. ...
  4. 4 Document the agreement. ...
  5. 5 Monitor the compliance. ...
  6. 6 Seek external help.
Oct 31, 2023

What not to say to a home insurance adjuster? ›

Admitting Fault, Even Partial Fault.

Avoid any language that could be construed as apologetic or blameful.

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