How to make a claim

Before you do anything

If you’re submitting a claim where your trip or part of your trip has been cancelled by your airline or travel company, please contact your airline, travel company or credit card provider for a refund first.

That’s because travel insurance only covers costs that you’re unable to get refunded. Plus you’ll likely be responsible for an excess if you claim through your travel insurance. We’ll ask for evidence that you have contacted your airline, travel company or card provider when you send us your claim – so please don’t submit your claim without it.

If you’ve already contacted your airline, travel company or credit card provider and you’re waiting to hear back from them – please be patient. We won’t be able to review your claim until you’ve got a final answer from them.

If you’re submitting a claim where you need to cancel or cut short your trip due to illness or accident, then we’ll need to see evidence from a medical professional detailing the circumstances that prevented you from travelling.

Submitting all the required supporting evidence with your claim form will help us to process your claim more quickly and avoid delays.