Know your cover
If you’ve been caught up in travel chaos this summer, lost your suitcase, or had to cancel your plans for reasons beyond your control, your travel insurance may help you recover some or all of the costs.
Before you file a claim, check what your insurance policy covers. Travel insurance policies vary widely and may include exclusions and limitations that affect if you’ll get a payout.
Alicia Hempsted, an insurance expert at comparison website MoneySuperMarket, says: “Standard travel insurance policies generally cover lost luggage and medical expenses. However, they may not fully cover costs related to delays and cancellations.
“If your policy includes travel disruption coverage, it might reimburse you for expenses incurred from delays or cancellations, provided these costs cannot be recovered from other sources, such as the airline.”
Policies usually exclude coverage for pre-existing medical conditions and high-risk activities, such as extreme sports. Also, be aware of your policy excess – the amount of a claim you must pay before the insurer covers the rest. If the sum of money you have lost is for an amount that’s less than the excess, it’s usually not worth going ahead with a claim.
Act quickly
Contact your insurer as soon as you can after something goes wrong, and check the claim timeframe: most insurers state you must register your claim within a period of 30 days to a few months of your return. Missing the deadline can result in you being refused even if your claim is valid. Request a form by email to speed up the process.
If your belongings are stolen while you are away, you should report the theft to the local police within 24 hours and ask for a crime reference number. The insurer is likely to request this when you make your claim. If you require medical treatment abroad, contact your insurer as soon as you can.
Lucie Hart, general insurance policy adviser at the Association of British Insurers (ABI), says: “Many insurers provide 24/7 phone support. In an emergency, seek immediate assistance at the nearest medical facility. Once you are stable, contact your insurer, or have a travel companion do so on your behalf.”
Gather your proof
Getting relevant documents together is key. If your belongings are stolen or lost, you’ll need proof of ownership. This may include receipts, photographs, or bank statements showing purchases.
It’s helpful to take photos of your luggage and valuables before you leave home. These can also be used to show their condition should you need to claim later. If you’ve lost your luggage at the airport, get a report from the airline before submitting a claim. If you buy replacement items such as toiletries or clothing, keep the receipt. If you can’t find receipts, use your credit card or bank statement.
Get detailed records from any healthcare providers you have to visit. This includes treatment records and a breakdown of costs. Hempsted says: “Always save all receipts and document every expense related to your claim. Double-check that all information you provide is accurate, including dates, times, and names.”
File your claim
Keep a checklist of what documents your insurer needs and use it to ensure you have included everything. This typically includes details of your insurance policy, booking confirmations, receipts, police reports, medical records and any other relevant evidence. Make copies if you need to submit them by post. Keep the originals.
Antonella Lazzeri, a writer from Bournemouth who has made several successful claims, including for a lost engagement ring, says: “The insurer wanted photos of me wearing it, which, luckily, I could provide during the claims process.
“I’d say keep receipts for items like laptops, sunglasses and mobile phones, and consider digitising them before you go on holiday. Check your policy limits and ensure any valuable items like jewellery are covered, or ask your insurer to adjust the coverage.”
Contact the airline
If your flight is delayed or cancelled, you should first seek compensation from the airline. Rob Lilley-Jones, a consumer expert at Which?, says: “If the delay or cancellation is due to something within the airline’s control, they are responsible for covering additional costs like food, drink, and accommodation.”
You may also be eligible for compensation if your flight arrives more than three hours late at its destination.
Travel insurance may only cover specific events that prevent you from travelling, such as cancellations because of severe weather. Even then, Hart says: “In the first instance, refunds should be sought from the airline, accommodation provider or tour operator – and any bookings made through a credit card may also have recoverable cost protection.”
Appeal if necessary
If your insurance claim is rejected, you can appeal. Start by understanding the reasons for the refusal, which should be spelled out by the insurer and could include missed deadlines, incomplete information, or unclear documentation. Gather any additional evidence that backs your case and prepare a detailed appeal letter to send to your insurer.
If you don’t receive a satisfactory response within eight weeks, request a “final response”. This shows you have exhausted all avenues. You can then escalate your case to the Financial Ombudsman Service (FOS) by submitting an online form along with relevant evidence.
Know your rights
The FOS has noted a 19% rise in travel insurance complaints from April 2023 to March 2024, up from 3,745 to 4,466 a year over this time period.
Many complaints involve refusals of claims due to undisclosed medical conditions, as well as issues with delayed or missed flights and lost or stolen luggage.
As a policyholder, you are entitled to clear information about your cover, plus reasonable assistance and emergency medical expenses.
Insurers also must provide a “key facts” document, either as a booklet or online summary, covering your policy’s terms and conditions. If you don’t get the help you are entitled to, contact your insurer or the FOS.
