Your Guide to Making a Claim


You can now make a claim online - simple and stress free.

To start your claim click here.

Our online claims portal is open 24/7, with an immediate decision available for certain claims. 

Making a claim can sometimes appear complicated and even daunting. We want to make this process as easy for you as possible. So you can find all of the important contact details below, as well as a guide to the claims process and what documents you'll need.

NOTE: These guidelines are not a substitute for the policy terms, conditions, limitations and exclusions which you should read carefully. You can view our full policy wording here.  

How to start your claim

click here to make a claim online

The easiest way to make a claim is on our secure website. This gives you time to gather all the documents you need and submit them online, and means there's no waiting for the post.

Or call us to start your claim

+44 (0) 208 865 1654

If you'd prefer to speak to someone, you can also get the ball rolling over the phone. Call the number above and one of our claims team can help with any questions and send you a claims from though the post. 

Travel Delay or Emergency Medical Expenses claims up to £350 (after any excess that applies) may receive a decision over the phone - please have the following information to hand when you call:

  Travel Delay Emergency Medical*
Booking invoice
Letter from airline
(confirming length of delay)
Medical receipts  
Medical report  

*Including: illness, injury and dental claims.

How the Claims Service deal with your claim:

They will aim to assess your claim within 5 working days of receiving your completed claim form.

They may require you to provide further information, in which case your response will be assessed within 5 working days.

They may appoint a loss adjuster to discuss your claim in person.

They will settle all valid claims by sterling cheque or BACS payment.

24 Hour Emergency Medical Assistance Service

Call for medical and curtailment claims from abroad

+44 (0)208 865 1640

Our multi-lingual team are on call while you're away. Here's how they can help:

  • Liaise directly with hospitals on your behalf about your treatment and bills
  • Arrange your repatriation back to the UK
  • Make travel arrangements for other members of your party or your immediate relative
  • Arrange ambulance transfer if needed, once you're back in the UK

Please note that in some cases it may be easier to pay minor expenses yourself.

If you are in any doubt as to whether your medical costs will be covered, please contact the assistance service on +44 (0)208 865 1640 for prior authorisation.

Remember to keep all receipts and medical reports - as you will need them to submit your claim when you return home.


For curtailment claims

Please call the assistance number if you need to return early for an insured reason.

Claims Checklist

How to make a claim for anything other than emergency medical expenses or curtailment:

  • Check the relevant policy section to see if you are covered
  • Check what documentation is required to make a claim
  • Contact the Claims Service to request a claim form
  • Submit your claim within 28 days of returning home. (In certain cases you may wish to claim whilst still travelling – this is possible but you must still adhere to the usual claims requirements)
  • Keep copies of your completed claim form and all supporting documentation (originals must be submitted to the Claims Service)
  • Keep any damaged items that are the subject of a claim. They may be required for salvage/assessment

Claims Guidelines

What you need to do to help you make a claim - including what documents you'll need to obtain while you are away.

Take all travel insurance documentation on holiday with you.
Always obtain written confirmation of travel delay or cancellation from the airline, ferry, railway or coach operator.
Ensure you take all possible precautions for safeguarding your belongings.
If any of your belongings are lost or damaged, report it to the police within 48 hours and obtain a written report.
Keep all receipts, accounts and documentary evidence as you will need them to make your claim. Any item with a value of £50 or more must be supported with the original receipt.
In the event of death, medical expenses, accidental injury or illness likely to require hospitalisation, repatriation or any alteration to travel plans, call the Emergency Helpline immediately.
Do not discuss, agree or pay any potential claim against you for personal liability.
Written notice of any claim should be submitted to us as soon as possible. To notify a claim, click here to go to our secure claims website, or call +44 (0) 208 865 1654.