Below is a summary of how to make a claim - please take time to read the full claim section in your policy booklet when you receive it.

Keep your policy details safe and take them with you when you go on holiday. You'll need your policy booklet if you have to make a claim.

Make sure you have your policy number with you when you phone.

When you are away:

       1. If you're in an emergency where you need medical treatment, please contact:

The Emergency & Medical Assistance Centre on +44 (0) 1273 765 367

       2. If you're claiming compensation for theft, mugging, loss, damage in transit, travel delay or catastrophe, you must get a written report from the relevant authority. Please keep any receipts that will support your claim.


       3. If you need to get home before the end of your holiday, contact The Emergency & Medical Assistance Centre on the phone number above before you go home.


When you're back home:

If you need to make a claim, please call 0845 600 3951 within 31 days of your return to the United Kingdom.

       1. For all claims, you'll need to provide your original booking invoice/receipt.
2. For any claim which is the result of accident, bodily injury or illness, you'll need to complete or obtain a medical certificate.

You'll also need to provide certain documents depending on which section of the policy you are claiming under:


If you're claiming under cancellation:

       1. Original airline tickets (if full cost of trip is claimed)
       2. Cancellation invoice
       3. For claims resulting from death by accident, a copy of the death certificate, or
       4. For claims resulting from redundancy, a letter from your employer confirming date of notification of redundancy and that you qualify for payments under redundancy legislation.


Under curtailment:

       1. For claims resulting from death by accident, a copy of the death certificate.

Please note that you must contact The Emergency & Medical Assistance Centre before leaving the trip destination for your return to the UK.


Under hospital benefit:

       1. Written confirmation from the hospital of the period of time you were hospitalised.

Under baggage:

       1. Police report
       2. For baggage damaged whilst in the custody of an airline, a Property Irregularity Report (PIR)
       3. Original receipts/proofs of purchase for all items.

Under delayed baggage:

       1. Property Irregularity Report from the carrier confirming the reason and duration of the delay
       2. Receipts for all items purchased.

Under personal money:

       1. Police report details of amount lost e.g. bank statements, conversion slips.

Under loss of passport/documents:

Receipts for expenditure.

Under missed departure:

       1. Any motor accident involving personal injury must be substantiated by a Police report
       2. Any motor accident not resulting in personal injury must be substantiated by a report from a recognised Motoring Rescue Organisation.

Under travel delay:

       1. A report from the airline, shipping company or their agents which shows the reason for the delay.

For all other claims, please refer to the individual section of the policy.