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Making a claim

How do I make a claim and what documents do I need?

The best way to make your claim is online HERE. It's quick and easy and only takes around 10 minutes - in most cases you'll get a claim decision straight away!

How to make your claim, right first time:

Check your policy to see if you're covered
Check what documents you'll need using the table below. We can't finalise your claim without these so make sure you attach everything.
Submit your claim to us within 4 weeks of getting home from your trip.
Keep copies of all your documents and any damaged items you're claiming for as we may need to get these off you at a later time.

When you're ready, just click HERE to begin.

What happens once you've submitted your claim:

In most cases, you'll get an instant decision.
Otherwise, it could take up to 30 days right now as we're in travel peak season.
No need to call us to see how your claim is doing - we'll get in touch as soon as we have a decision for you, or if we need more information.

Claim reason	Documents required
Cancelling your trip (Illness, injury or death)	Your Policy Certificate Booking Invoice showing: your travel dates from the UK and back again the full breakdown of the cost of your trip Booking terms and conditions Cancellation Invoice showing the date of cancellation and how much you'll be refunded Death certificate Covid test result Medical report/letter from a GP (there's a handy Cancellation template below)
Cancelling your trip (non-medical reason)	Your Policy Certificate Booking Invoice showing: your travel dates from the UK and back again the full breakdown of the cost of your trip Booking terms and conditions Cancellation Invoice showing the date of cancellation and how much you'll be refunded Letter/summons from court if you're called for jury service or as a court witness Letter from employer if you're being made redundant or if you are a member of Armed Forces, police, fire or medical professional and leave is cancelled Police report if your travel documents have been stolen or if your home is damaged and is unsafe to be left unattended
Missed departure	Your Policy Certificate Booking Invoice showing: your travel dates from the UK and back again the full breakdown of the cost of your trip Booking invoice for the extra travel and accommodation costs you had to pay to get to your destination Letter from public transport operator confirming the cause of the delay or cancellation of services Report from the motor vehicle recovery or repair service Letter from airline confirming the flight diversion causing a delay Letter from relevant authority confirming that the results of Covid test was delayed and so causing your missed departure Police Report confirming your travel documents were stolen while abroad
Delay and abandonment	Your Policy Certificate Booking Invoice showing: your travel dates from the UK and back again the full breakdown of the cost of your trip Delay report from the airline / travel agent confirming why you were delayed and how long for
Substitute Accommodation	Your Policy Certificate Booking Invoice showing: your travel dates from the UK and back again the full breakdown of the cost of your trip Letter from original accommodation manager confirming why the accommodation had to close and for how long Receipts for extra accommodation costs you had to pay
Cutting short your trip	Your Policy Certificate Booking Invoice showing: your travel dates from the UK and back again the full breakdown of the cost of your trip Cancellation Invoice showing details of any refunds given/due for unused parts of your original trip (flights, accommodation, car hire, excursions, etc) Medical report/letter from treating doctor aboard which explains why you had to cut short your trip (if due to a close relative at home, then we'll need a report or letter from their GP) Death certificate Covid test result Police Report confirming your home was damaged and unsafe to leave unattended
Medical or Dental expenses while abroad	Your Policy Certificate Booking Invoice showing: your travel dates from the UK and back again the full breakdown of the cost of your trip Medical Report/Letter from the treating doctor/dentist abroad confirming the illness/injury (there's a handy Expenses template below) Receipts for medical/dental/taxi/ambulance expenses you had to pay
Additional accommodation & travelling expense	Your Policy Certificate Booking Invoice showing: your travel dates from the UK and back again the full breakdown of the cost of your trip Medical Report from the hospital which confirms why you were admitted, the date you were admitted and the date you were discharged. Receipts for extra accommodation and travelling expenses you had to pay
Loss/Theft of my personal items/money	Your Policy Certificate Booking Invoice showing: your travel dates from the UK and back again the full breakdown of the cost of your trip Police report which confirms the date of the loss/theft and lists the items lost/stolen A Property Irregularity Report (PIR) from the airline if items were lost/stolen while in their care Proof of ownership (including value) such as receipts Bank statement or ATM withdrawal slip for lost/stolen cash For mobile phones, proof of contact to the service provider to discontinue service from the date of the loss/theft and a usage report showing the IMEI number and the date the phone ceased being active
Damage of my personal items/money	Your Policy Certificate Booking Invoice showing: your travel dates from the UK and back again the full breakdown of the cost of your trip A Property Irregularity Report (PIR) from the airline if items were damaged while in their care An estimate of repair or report from a reputable repairer confirming the item is beyond economical repair.
Delay of my luggage	Your Policy Certificate Booking Invoice showing: your travel dates from the UK and back again the full breakdown of the cost of your trip A Property Irregularity Report (PIR) from the airline confirming the date and time your luggage was returned to you Receipts for the essential items you had to buy while your luggage was delayed
Winter Sports	Your Policy Certificate Booking Invoice showing: your travel dates from the UK and back again the full breakdown of the cost of your trip Receipts/Invoices for ski pack that wasn't used due to cancelling or cutting short your trip Letter from treating doctor confirming why you weren't fit to ski For lost/Stolen/Damaged equipment / ski pass: Written report confirming details or loss/theft/damage Proof of ownership such as receipts / hire invoice Proof of ownership (including value) such as receipts Invoice for ski pass Evidence of the damage Letter from ski resort confirming why piste was closed Evidence of costs to go to an alternative area to ski or that there were no other suitable alternative If due to avalanche / landslide - evidence of refunds for unused accommodation and evidence of cancelled/curtailed public transport
Golf Upgrade	Your Policy Certificate Booking Invoice showing: your travel dates from the UK and back again the full breakdown of the cost of your trip Police report which confirms the date of the loss/theft and lists the items lost/stolen A Property Irregularity Report (PIR) from the airline confirming the date and time your luggage was returned to you Cancellation Invoice for loss of green fees

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Wildfires

If your trip has or may be disrupted by areas affected by wildfires , please contact your tour operator or booking provider in the first instance to seek a refund or make alternative arrangements.

The Greek Government has set up a Rhodes Crisis Management Team 0030 210 3681730, 0030 210 3681259 or 0030 210 3681350.

Air Traffic Control Failure 28/08/2023

Q: My flight has been impacted by the recent Air Traffic Control Failure. Can I make a claim?

A: Please be aware that your Travel Insurance Policy does not provide cover for Air Traffic Service Failure. If your trip was disrupted due to the recent air traffic control failure, you should contact your airline or travel agent, quoting European regulations rule EU261 which applies to all flights departing or arriving in the EU where the responsibilities fall on the provider to reimburse you for the cost of your cancelled flight. For delayed flights, you may be able to seek support for food and accommodation costs.

Package holidays are also governed by the Package Travel and Linked Travel arrangement regulations 2018. A package holiday is defined as a holiday which must cover a period of at least 24 hours or involve overnight accommodation and is a combination of at least two different types of travel service including transport, accommodation, car rental or a tourist service. Under Regulation 13, whilst the tour operator may cancel the holiday, as matters stand, it must issue a full refund to you of any payments made for the package within 14 days of cancellation.

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