Quickfire FAQs: Making a Claim

It can be difficult to navigate the Claims process, especially if you’re abroad and trying to relax at the same time. Here you’ll find some of the most common questions we encounter with regards to making a claim, so that you can find multiple helpful answers in one place. Otherwise, give our contact centre a ring or drop us an email here.

When do I put my claim in?

You should put your claim in as soon as is feasible. Some scenarios might require you to wait before you put in a claim, such as loss of baggage, whereas others like medical expenses can be placed or even paid out while in an emergency medical scenario.

Will I get an immediate payout?

In most Claims cases, it’s unlikely there would be an immediate payout, especially if there is another alternative involved. For example, if you booked your flight through Ryanair and the flight was cancelled, the Claims team would need you to confirm that you had exhausted all available options for reimbursement to confirm whether they can offer their own. This would mean contacting Ryanair and using the vouchers, overnight stay, or alternative flights they might offer.

However if the claim is due to an emergency medical incident there is every chance that once you have contacted the Medical Assistance team, they can take over and file the claim for you. In this situation, the sooner you contact them, the better.

Do I call the Claims team if there’s a medical emergency?

The first people to call in a medical emergency is your emergency medical assistance team, whose information you can find in your Policy Wording. They are available 24/7 by phone, email, or post, and are a team of multilingual medical professionals who can help to settle your claim directly with the hospital or medical service provider.

If you are asked to pay a small bill for medicines or outpatient treatment while abroad, it’s usually easier to settle your medical bill there and then. You can then keep hold of all your receipts and make a claim for the costs incurred once you return to the United Kingdom.

If your treatment is more expensive, or if anyone on the policy is admitted as an inpatient, you must contact the emergency medical assistance team.

Can I cancel my policy if I never claimed on it?

Travel insurance is designed to cover unexpected scenarios, and by purchasing a policy you are choosing this cover, whether the unexpected happens or not. You would not be able to cancel the policy if you have used it for the intended purpose.

How do I know if I can make a claim or not?

We know it’s frustrating, but the short answer is that it’ll tell you in your Policy Wording. The section in the Wording could look something like this:

L. PERSONAL MONEY
If your personal money is lost or stolen while you are on your trip, we will reimburse you, up to the maximum benefit for ‘Personal Money’ shown in the ‘Cover Summary’.

The following conditions apply:

The following exclusions apply:

You must:

a. have taken necessary steps to keep your personal money safe and to recover it;

b. file and retain a copy of a police report in the case of theft;

c. have filed and retained a copy of a report giving the details of the personal money and its value with the appropriate local authorities, travel carrier, hotel or tour operator within 24 hours of discovery of a loss; and

d. provide documentary evidence of the value of the lost or stolen personal money as well as the original source for cash.

1. This policy will not pay for personal money if one of the following apply:
a. it is not being carried by you;
b. it is not locked in the secure private accommodation you are using on your trip; or
c. it is not locked in a safe or security deposit box.

2. Reimbursement, unless you can provide evidence of the amount of currency you had, from the place where you got the currency.

3. Losses caused by a drop in exchange rates or any shortage caused by mistakes made when exchanging currency.

4. Personal money left in a motor vehicle.

5. Loss or theft of traveller's cheques or other payment means if the issuing agent provides replacements or reimburses you.

6. More than the lowest market value of equivalent personal money (except cash), if paid for using frequent-flyer points, loyalty-card points, vouchers or another similar scheme.

As long as the ‘conditions’ on the left apply to you, and the ‘exclusions’ on the right don’t, you typically have the grounds to make a claim - but always check with the Claims team! We would always ask that you check the ‘General Exclusions’ in your Policy Wording as well.

My excess is £100 - what does that mean?

An excess is the initial sum of money a traveller pays towards a claim. They apply to each person on the policy, as well as each claim you make, and under each section you make a claim under.

For example - if your excess is £100 and there are two travellers on the policy, to make a claim under one section for both travellers, the excess would be £200. If both travellers also have to claim under another section, this would be another £200.

On that basis, if the total amount you wanted to claim for was £1,000, you would pay £400 in excesses, and the actual amount you could claim for would be £600.

What will the Claims team need from me?

Generally, you’ll need your travel insurance documentation, booking invoices, and any receipts associated with additional costs relating to your claim. Depending on the nature of your claim, you’ll need different kinds of documentation, so you might also be asked for:

A letter or report from your airline or travel provider
Original receipts, vouchers, or other suitable evidence of purchase/ownership/value
Witness statements
A police report
Medical certificate
A letter from your network provider

In any case, you should gather as much information and evidence as possible to support your claim. Keep a copy for yourself and make sure you have easy access to any correspondence you have had with your Claims team.

Will making a claim affect how much future policies cost?

No, it won’t affect the cost of future policies because travel insurance policies don’t offer a No Claims Bonus. With car insurance for example, your premium is reduced each year you don’t make a claim, so if you do end up claiming, your premium seems to sky-rocket.

Any increase in premium when it comes to travel insurance, is likely to be due to a traveller's age, destination, medical declaration, and the length of the holiday.

BY HOLLY GARWOOD, 22ND JULY 2024

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