It is important before you start your claim that you check your policy provides cover for the event you’re claiming for. Check the policy documents we sent you to see your cover limits, excesses and exclusions.

Important tips before you start a non-emergency claim:

• Have your policy number and policy schedule to hand.
• Have the original flight/carrier/hotel booking invoice which confirm the dates of your departure and return to the UK.
• Take photos of any damages.
• Keep any receipts, your boarding passes or/and luggage tickets.
• Keep a record of everything that relates to your claim.
• If cancelling trip due to illness, CSA will need a signed GP medical certificate.
• For delayed departure claims, CSA will need an official letter from the transport provider stating the reason for the delay.
• Report any lost, stolen or damaged belongings to local police to where you are staying within 24 hours of the incident. CSA will need to see the official police report.

What you’ll need to submit a claim varies depending on the type of claim you’re making. You will need the following information for all claims:

• your policy number
• your policy schedule
• your booking invoice
• fully completed claim form or online claim

Claiming for medical assistance

When making claims for medical assistance, if possible, get agreement for medical treatment before it’s carried out. This may not be possible in an emergency but please make sure you submit any additional required information as soon as possible. Always make sure you get receipts for any treatment or medication you’re given.

If you need emergency medical treatment abroad, the assistance team may arrange payment directly to the treating hospital or clinic. However, if some medical costs, or other costs, have been paid by you, please ensure you keep all payment receipts and if possible check with the assistance team that these costs are covered. A claim must be submitted on your return to the UK – the costs will not automatically be reimbursed via the treating clinic or hospital.

You can submit a claim online via the claims handling agency CSA here

Claiming for baggage and personal belongings

Make sure that claims are reported to the relevant transport company if your personal belongings are delayed, lost, stolen, or damaged.

You also need to get a property irregularity report (PIR) from the transport company. If you do not tell the airline or transport company within 3 days of the event, we may not be able to pay your claim.

If you lose any money or personal belongings or if they are stolen, you must report this to the police and hotel management if this applies.

You must also get an official written report from the police, airline, carrier or transport company. If you do not report lost or stolen items to the police, if this applies within 24 hours of the event, we may not be able to pay your claim.

Claiming for cancellation

The main checklist for cancellation claims is:

• certificate of insurance
• booking invoice
• cancellation invoice (if it’s a package holiday or arranged via tour operator)
• refund confirmation following cancellation or unused ticket along with confirmation that no refund is available (if it’s an independent booking)
• medical cancellation – medical certificate and consent to obtain a medical report (form provided with claim form)
• non-medical cancellation – evidence to support the reason for cancellation

Additional requirements

As each claim is unique, you may be asked to provide evidence not mentioned here. The sooner you can provide all the information needed to log your claim, the faster the claim process should be.

Once all documentation/supporting evidence is provided, you should expect to hear from the claims handling agency CSA within 3-5 days of submitting your claim.

We pay 99%+ of approved non-emergency claims within 5 working days, commencing when the claims handler has received and processed all relevant information and documentation to confirm claims cover.

It is important before making a claim to check that your policy provides cover for the event you’re claiming for. Check the policy documents we sent you to see your cover limits, excesses and exclusions.

Some common reasons for a claim being declined include:

• claim is not covered within your policy exclusions
• non disclosure of medical conditions
• the reason for claim is not covered
• the cost is below your policy excess
• lost or stolen property has not been reported to the police within 24 hours
• official letters/reports to support your claim are missing
• travelling against FCDO advice if the claim relates to the reason why the FCDO advised against travel 

If you need emergency medical treatment abroad, the assistance team may arrange payment directly to the treating hospital or clinic. However, if some medical costs, or other costs, have been paid by you, a claim must be submitted on your return to the UK – the costs will not automatically be reimbursed via the treating clinic or hospital.

You can submit a claim online via CSA here

If you have a single trip policy, you cannot travel on it once a claim has been made. However, if you have an annual multi-trip policy, you can still travel on it, even if you have made a claim before