csa travel insurance claim portal

How to File a Claim With CSA Travel Protection Insurance

Filing The Claim With CSA Travel Protection Insurance Provider

Travelers can file a claim with CSA Travel Protection using the claim form located at https://www.csatravelprotection.com/claims-information-travel.do . You will need to visit https://www.csatravelprotection.com/claims-documents.do to find a complete list of the forms needed to file a claim.

CSA Travel Insurance provides leisure and business travelers with insurance coverage in the case of emergency trip cancellation, lost baggage, damage to a rental car, accident or death.

About A CSA Travel Protection Travel Insurance Plan

When you agree to purchase a travel insurance plan from CSA Travel Protection you typically purchase the policy and pay all premiums prior to the departure date.

Coverage Details

Travel insurance from CSA Travel Protection comes in two packages – Custom (C) and Custom Luxe (CL). Custom is considered the budget travel insurance with Custom Luxe offering additional coverages and larger policy payouts.

• Trip Cancellation: 100%
• Trip Interruption: 150%
• Travel Delay: $1,000
• Baggage and Personal Items: $1,000 C and $1,500 CL.
• Missed Connecting Flight: $500 C and $1,000 CL.
• Medical and Dental: $500 C and $1,000 CL.
• Emergency Medical: $250,000 C and $1,000,000 CL.
• Air Flight Accident: $50,000 C and $100,000 CL.
• Travel Accident: No coverage C and $50,000 CL.

Optional coverage is also available for:

• 24-Hour Emergency Assistance
• Doctor Consult
• Identity Theft
• Pre-Existing Condition
• Supplier Bankruptcy
• Rental Car Damage
• Any-Reason Cancel

Where to Get a Quote: CSA Travel Protection Contact Info & Login

Contact Information for CSA Travel Protection Insurance

By Phone: Customer service representatives are available from 6 a.m. to 6 p.m. Monday to Friday and 6 a.m. to 3 p.m. Saturday and Sunday to talk with new customers about travel insurance plans or existing customers about current plans. Call 1-800-348-9505 for general customer service and 1-877-243-4135 for emergency help. If you are currently outside the United States, call 1-240-330-1529 collect to reach the emergency department.

By Email: There are three email options for CSA Travel Insurance.

• Customer Service Direct: [email protected]
• Customer Service Form: https://www.csatravelprotection.com/contact-travel-insurance.do;jsessionid=ztG2CmUHa6Et+qZ2nbIqzQ__
• Emergency Customer Service: https://www.csatravelprotection.com/emergency-contact-insurance.do

CSA Travel ProtectionP.O. Box 939057San Diego, CA 92193

Official Website: You can find information on travel insurance plans from CSA Travel Protection on the official website at http://www.csatravelprotection.com/

Inquire About Your CSA Travel Protection Insurance Claim Status: Log in at https://www.csatravelprotection.com/login.do;jsessionid=ztG2CmUHa6Et+qZ2nbIqzQ__ to check the status of your claim or call the customer service department at 1-800-348-9505.

What is the status of my claim number 15218W2031? thank you

My iPad was stolen from my bag in the hospitality room of Bangkok Air in Bangkok. Can I file a claim? It was an Air 2 128K with a Logitec keyboard. Thank you Suzanne

You staff Julie and Dan) are very nice, responded well to all of our questions concerning claim. Thank you.

This is for Anita Lanzer’s attention: I do not know why my claim was not accepted for payment. I purchased the trip insurance on 10/5/18. That is what is posted on my charge card! That was also the evening I had my accident and broke my arm. It WAS THE SAME DAY! You say my policy was NOT in effect until 10/6/18. That is NOT TRUE!!! I would like to know if this is the company’s way of not paying on a claim?

internet viewers, its really really nice post on building up new webpage.|

I cannot seem to open the site given to check on my claim. Please let me know how things are progressing. James (Jim) and Patricia (Pat) Works

Reservation Number : #52434

Claim Number : 20090764-01

i have a claim policy#20237W2303 reservation# 35522 hurricane delta to hit the island, the day of my visit.. governor declares mandatory evacuation. I want to be compensated.nothing more nothing less.

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Freestyle & Freestyle Luxe

• Coverage for pre-existing medical conditions (when certain conditions are met)
• Missed connection coverage
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On Demand Medical Care

• Telemedicine services connects travelers instantly with a network of physicians for information, advice, and treatment, including prescription medication, when appropriate. With No Out-of-Pocket medical, if travelers get sick or injured, we can get them to a trusted provider and even handle the payment for acute treatments up to $1,000.

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"We were stranded in Anchorage after a cruise as our land package had moved on.  These folks found a  Doctor close by and shepherded us through the whole ordeal. They even followed up to be sure I got home OK. Their involvement was a value-add that I had not anticipated."

– David F. from Scottsdale, AZ

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Orders & Information (800) 348-9505 | Copyright © 2024 CSA Travel Protection ® , Company Code: 805-93

Travel insurance coverages are underwritten by: Generali U.S. Branch, New York, NY; NAIC # 11231, for the operating name used in certain states, and other important information about the Travel Insurance & Assistance Services Plan, please see Important Disclosures .

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Customer satisfaction is closely linked with the claims process, that’s why we designed “e-claims platform”

• Multi-country / multi-lingual digital platform
• Easy way for customers to file and follow up on a claim
• Available for desktop and mobile devices
• Average turnaround time reduced to 4 days
• E-claims platform can be white labeled to support partner programs

Available on latops, tablets and mobile apps (iOS/Android)

Discover eClaims features in depth

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Travel insurance coverages are underwritten by: Generali U.S. Branch, New York, NY; NAIC # 11231, for the operating name used in certain states, and other important information about the Travel Insurance & Assistance Services Plan, please see  Important Disclosures .

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Generali Global Assistance Launches eClaims Portal for Partner Justfly

New online, automated claims website shows company’s commitment to technological innovation and customer service enhancements 

Generali Global Assistance’s Travel Insurance division (“the Company) today announced that it has launched a new eClaims Portal for its partner Justfly , a value-minded airline ticket aggregator website. The eClaims Portal provides Justfly customers with a more efficient method to navigate the claims process.

The portal allows customers to download their Description of Coverage or Policy, start a new claim, add information to an existing claim, and track the status of their claims online. Additionally, the portal offers a robust FAQ section, as well as step-by-step instructions on materials needed and how to submit a claim.

Commenting on today’s news, Chris Carnicelli, CEO of Generali Global Assistance said, “We started allowing Justfly customers to utilize our eClaims Portal in March of this year as part of a soft launch, and so far, the feedback has been overwhelmingly positive in terms of ease and efficiency.  So much so that another Justfly brand – FlightHub – has already adopted Generali’s eClaims portal for its customers. We are committed to enhancing our products and services through the best innovative practices and we anticipate making this website available for all of our partners and customers, across all policies. Justfly is a valued partner who does a tremendous volume, and Justfly customers are savvy online users; therefore it was strategically viable to roll out this Portal to their customer base first.”

Generali’s eClaims Portal enables the customer convenience of submitting claims and accessing their claims record 24/7 from any device with an internet browser. In the early weeks of Justfly customers’ usage of eClaims, one third (33%) of all claims received have been via the eClaims portal.  Given this quick adoption of eClaims, Generali anticipates that the majority of claims will be electronically submitted within weeks, highlighting the website’s ease of use and customer preference for digital experiences. 

“The new claims website has been very positively received by our customers as it offers them a more streamlined approach, which has contributed to better customer experience,” said Marc-Andre Laporte Marketing Director for Justfly. “We are thrilled that Generali Global Assistance has chosen us to be the first partner with access to the new portal, building on our longstanding and trusted partnership. We look forward to continuing to build on the operational efficiencies provided by the eClaims platform that can provide a better product and an enhanced customer service offering.”

Generali Global Assistance offers a full suite of innovative, vertically integrated travel insurance products and assistance services that help protect consumers against certain risks associated with travel. These products combine the institutional knowledge, quality, and customer service built by CSA over the past 25 years with the backing and underwriting ability of a global insurance brand – Generali. To learn more about Generali travel insurance plans, please visit GeneraliTravelInsurance.com

Generali Global Assistance was recently named a top travel insurance company for 2018 by The Elliot Readers’ Choice Awards and the best travel insurance company by independent product review site, Top Ten Reviews . Generali Global Assistance is a member of the US Travel Insurance Association (UStiA) and is an A+ rated Better Business Bureau accredited company.

For more travel resources, tips, and content on aspirational destinations, follow Generali Global Assistance travel insurance on Facebook and Twitter . 

About Generali Global Assistance Generali Global Assistance, formerly Europ Assistance USA, has been a leading provider of travel insurance and other assistance services for more than 25 years.  The Company offers a full suite of innovative, vertically integrated travel insurance and emergency services, identity protection solutions, and beneficiary companion services.  Generali Global Assistance is part of the multinational Generali Group, which for over 185 years has created a presence in 60 countries with over 76,000 employees.  Our success has been built on the foundation of trust that clients have placed in our ability to provide assistance in the most difficult of circumstances.

Generali Global Assistance offers travel insurance through vacation rental and property management companies, leading travel agencies, online travel agencies, other travel suppliers and directly to consumers. For more information on Generali Global Assistance and the policies offered for travelers, please visit:  www.generalitravelinsurance.com . 

About JustFly Justfly was created by a team of technological experts with many years of experience in the travel industry. Our platform prides itself on being one of the top sites for issuing low cost tickets efficiently in a user-friendly environment.  JustFly has partnered with over 400 airlines to deliver the best prices possible to our customers.    

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As part of the worldwide Generali Group we have rebranded our travel protection plans to Generali Global Assistance, offering the same quality travel insurance, emergency assistance and outstanding customer service as you've come to rely on for the last 25 years. Welcome to our new website!

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If you’ve submitted a CSA claim and need to edit or cancel the claim, contact Generali with the Message feature in your eClaim Portal. Your message will go directly to the agent handling your claim.  

You can also check Generali's  website  for a list of frequently asked questions. If you prefer to talk to an agent, call (888) 501-3025. 

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Unable to travel because you're sick? Kids making up their snow days on the first day of family vacation? No problem! Trip Cancellation coverage keeps you from losing your vacation savings if you need to cancel for a covered reason. Want to plan additional activities before you get there? Our Concierge Services can help you make restaurant reservations, order flowers, arrange tee times and more at your request.

During Your Vacation

Even when everything goes right, vacations can be a stressful time: making flights, renting cars, traveling with young children, finding activities .... the last thing you need is something to go wrong. But if it does, CSA Vacation Rental Insurance can help you keep your cool. With coverage for Baggage Delay, Emergency Assistance and Transportation, Trip Interruption and more, you can focus on the more important things. Our designated assistance provider can even help with the smaller issues that can plague travelers, such as medical referral and replacement of medication or eyeglasses.

After You're Home

At CSA we strive to keep our claims process as hassle-free as possible. You will have a dedicated claims representative working with you from start to finish, making sure you receive the responsive, friendly service you need. As identity theft can be a bigger concern while traveling, Identity Theft Resolution Services are included and offer you six months of service after your scheduled departure date.

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Copyright © 2024 CSA Travel Protection ® , Company Code: 805-93, Approval Code: B030_14_12

Travel insurance coverages are underwritten by: Generali U.S. Branch, New York, NY; NAIC # 11231, for the operating name used in certain states, and other important information about the Travel Insurance & Assistance Services Plan, please see Important Disclosures

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To that end, you should know that many advertisers pay us a fee if you purchase products after clicking links or calling phone numbers on our website.

The following companies are our partners in Travel Insurance:  Allianz Global Assistance ,  Travelex ,  TravelInsurance.com ,  Seven Corners ,  Generali Global Assistance ,  Trawick International ,  Squaremouth ,  John Hancock , and  Faye .

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The following companies are our partners in Travel Insurance: Allianz Global Assistance , Travelex , TravelInsurance.com , Seven Corners , Generali Global Assistance , Trawick International , Squaremouth , John Hancock , and Faye .

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The analyses and opinions on our site are our own and our editors and staff writers are instructed to maintain editorial integrity. Our brand, ConsumersAdvocate.org, stands for accuracy and helpful information. We know we can only be successful if we take your trust in us seriously!

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Travel insurance coverages are underwritten by: Generali U.S. Branch, New York, NY; NAIC # 11231, for the operating name used in certain states, and other important information about the Travel Insurance & Assistance Services Plan, please see Important Disclosures .

Download your Claims Form

Claims Settlement Agencies Ltd (CSA) has been acquired by Gallagher Bassett. Please note this will not have any affect on your claims and the CSA team will still be handling the claim. 

Please complete the form below to access the required claims forms. Once you've completed the form you will be able to download the required form. Please note a web submission only will not be accepted, we do require a fully completed form. 

Once complete p lease email the Form(s) to:  [email protected]  along with copies of any supporting documents.   

If you prefer to print the forms and complete by hand, you can scan the completed forms and email to the above address or post your completed form to: 

CSA Travel Claims  308 – 314 London Road   Hadleigh, Benfleet   Essex   SS7 2DD  

Please Note: A Claim Number will be allocated upon receipt of your completed Claim Form.  

If you require any more information or help please see our Frequently Asked Question's below. 

Please fill in the information below to access the claims forms: 

Frequently Asked Questions

1. What documents are required to support my claim?

The cancellation claim form has a checklist that details what type of evidence is required for cancellation claims but we’ve also included it here.

Proof of insurance and any medical endorsements – POLICY OR CERTIFICATE OF TRAVEL INSURANCE / VALIDATION CERTIFICATE - your claim will be delayed if you do not submit this. (Please note this is NOT the ATOL certificate)

Employer’s details and policy number where you are insured under a company scheme, insurance reference number etc.

Proof of travel – This must show total cost of the trip, the names of all passengers, the date of booking and the travel dates and come from the tour operator or airline. If you booked independent arrangements (i.e. car hire, travel tickets, accommodation etc.) please send the booking invoice for each item. If you booked your trip over the internet please ALSO send copies of the confirmation emails you received. If you booked your trip through a travel agent please ALSO send copies of the agents booking confirmation.

Tour operator’s cancellation invoice – This must show the amount the tour operator has charged as a cancellation fee. If you booked independent arrangements (i.e. car hire, travel tickets, accommodation etc.) please send the cancellation invoice for each item being claimed. If you booked your trip over the internet please ALSO send copies of the cancellation emails you received If you booked your trip through a travel agent please ALSO send copies of the agent’s cancellation confirmation.

Unused tickets – Tickets and invoices relating to any unused pre booked excursion, theme park entrance, activity, ski pass, theatre tickets etc. for which you are claiming.

Medical / Injury / Death – The attached Medical Certificate completed by the USUAL GP. We are sorry but we cannot accept the medical certificate completed by anyone other than the usual GP of the person causing the cancellation. The original death certificate (which we will return) or a certified copy If the deceased was insured under this policy we will require a copy of the Grant of Probate.

Redundancy – A letter from your employer confirming the date you were notified of your redundancy and the length of your employment.

Withdrawal of leave – Your employer must provide a letter confirming that your planned leave was authorised and subsequently withdrawn. This must also include the date you were first notified of this and the reason why your leave has been withdrawn.

Other Insurance – If you have submitted a claim connected to this one to another insurance company please send copies of all correspondence.

2. When should I cancel my booking?

This should be done as soon as cancellation is anticipated or has been recommended by a medical professional to ensure that any cancellation charges applied to the booking are kept as low as possible. It is important to note that if cancellation notice is unnecessarily delayed any increase in charges will likely be excluded from the claim.

3. How do I get the confirmation of booking and cancellation invoices?

These will have been provided to you by the tour operator or airline etc. at the time of booking and paying for the trip / holiday and then at the time of cancelling the booking. These are important to your claim and will be required so please contact them to obtain copies if you need to. You may not be able to obtain a cancellation invoice, in this circumstance please provide a no show document.

4. Will you pay the administration fee charged for the provision of the cancellation invoice?

No as the insurance only covers pre-paid holiday costs.

5. Will you pay the cancellation costs for a non-insured person?

No. The cancellation claim can only include costs for those people insured under our policy. Non- insured claimants must claim through their own insurance and if necessary, refund you for any costs you paid on their behalf.

6. Who has to complete the medical certificate attached to the claim form?

This has to be completed by the usual GP of the patient. It has to be the GP as he will have access to the patients previous full medical history details which a consultant or specialist may not have.

7. Will you accept my GP’s own medical certificate?

Unfortunately we can only accept our medical certificate as it has been designed to ask questions relevant to this type of insurance claim. Our medical certificate will be attached to the downloaded cancellation claim form.

8. Who pays for the completion of the medical certificate?

Costs of this nature are your responsibility and cannot be claimed back as part of your overall claim.

9. Will you accept a death certificate instead of a medical certificate?

We will always require a copy of the death certificate, however we would also require a medical report to be completed by the regular GP in relation to the medical condition that has cause the person to pass away.

10. What is a packaged holiday?

This is where the tour operator sells the travel and accommodation as a whole instead of offering each element separately.

11. What is a pre-booked excursion?

Many policies will cover pre-booked excursion costs but only if these have been booked and paid for prior to departure from the UK.

A pre-booked excursion is a small day trip you may have booked for whilst you are away.

12. Will you refund the Air Passenger Duty Tax?

No. This tax is levied by airlines and only applies if you actually travel therefore it should be refunded by the airline if you cancel the flight, please refer to the government website for details regarding APD: https://www.gov.uk/guidance/rates-and-allowances-for-air-passenger-duty

13. Will you pay the administration fee charged by the airline to reclaim my APD tax?

14. My Policy says I have to pay an excess – what is this?

An excess is the first amount of a claim that you are responsible for (it can also be known as a deductible) and may apply to more than one section of the policy and more than one incident as well as per person claiming on the insurance.

15. How much is the excess?

The value of the excess will vary according to the type of insurance you have, it is usually shown in a table of benefits on your insurance policy but can also be found in the “what’s not covered” or “exclusions” part of the policy.

16. What is an increased excess?

In some cases where a specific medical condition exists Insurers may apply an increased excess. This will be shown on the endorsement or medical screening document attached to your policy wording.

17. What is an excess waiver?

You may be able to choose an option with your policy to waive your excess at an additional premium. This means that no excess will be applied to your claim.

18. When do I pay the excess?

In most cases we deduct the excess from any payment we may make to you. If we require you to pay the excess to ourselves we will contact you with the details on how to do this. 

The medical expenses claim form has a checklist that details what type of evidence is required for medical claims, but we’ve also included it here.

Proof of insurance and any medical endorsements – POLICY OR CERTIFICATE OF TRAVEL INSURANCE / VALIDATION CERTIFICATE - your claim will be delayed if you do not submit this. (Please note this is NOT the ATOL certificate).

Proof of travel – This must show total cost of the trip, the names of all passengers, the date of booking and the travel dates and come from the tour operator or airline. If you booked independent arrangements (i.e. car hire, travel tickets, accommodation etc.) please send the booking invoice for each item. If you booked your trip over the internet, please ALSO send copies of the confirmation emails you received. If you booked your trip through a travel agent, please ALSO send copies of the agents booking confirmation.

Evidence to support the claim – Medical/dental receipts itemising the treatment/prescription and associated costs. Medical/dental reports detailing the condition and treatment provided. Written evidence from the treating doctor of the medical requirement to either extend the stay or return home early. Proof of admission and discharge date and time if you were treated as an in-patient.

Additional travel and accommodation costs – Hotel/accommodation invoice showing dates, costs and names of guests. Travel tickets / invoice showing date, cost and passenger names.

3rd party responsibility – Name, address and general information about the person or company whom you feel was responsible for your illness or injury. Photographic evidence should be provided if available. Police report if applicable. Details of any solicitor or company you have appointed to handle a personal injury claim on your behalf.

Death – Death certificate or certified cop. Grant of Probate or Letters of Administration if the deceased is the claimant.

Other Insurance – If you have submitted a claim connected to this one to another insurance company, please send copies of all correspondence.

2. I dealt with the emergency assistance company so why do I now have to deal with you?

The Emergency Assistance team handle your emergency case management whilst you are still abroad but once you return to the UK, we, as the claims management company, take over and manage your personal claim and payment for outstanding medical bills as well as bills and receipts you have paid yourself. We do share information between us, but it will be necessary for you to complete our claim form before we can review your claim.

3. What is an Emergency Assistance company?

Typically, an Emergency Assistance company is appointed by Insurers to provide a 24/7 365 service to travellers in need of medical emergency assistance. They liaise with hospitals and doctors to ensure the most appropriate medical management and provide relevant guarantees for the medical costs. They also take care of extended medical stays, additional flights and accommodation and early return repatriations.

4. When should I contact the emergency assistance company?

Most policies state under what circumstances and when you need to make contact with the emergency assistance company but usually, they state you must make immediate contact in the event of a serious injury, illness or hospitalisation or where repatriation or curtailment is being considered. However, if you need help for any reason their number is available for you to use.

5. What is a cost containment company and why has my claim been referred to them?

A cost containment company is appointed by Insurers to liaise with hospitals, doctors and clinics to ensure that only the most reasonable and appropriate costs for the treatment given to you are charged. This won’t affect your medical care or your financial standing in that country but is important in controlling Insurers healthcare claims costs. If your claim has been referred to them, they will be responsible for arranging the payment of any outstanding bills.

6. Will you pay for any “out of pocket” expenses?

In general insurance policies will not cover you for incidental expenses such as taxi fares (including those of a relative to visit you in hospital) food and drink and telephone calls.

7. Who is entitled to Hospital Benefit?

This is only paid to the person being hospitalised as an in-patient and is usually calculated from the date and time of your admission through to the date and time of your discharge. The amount payable is dependent upon the level of cover purchased and will be detailed in your policy schedule.

8. Can I claim for additional travel and accommodation costs?

If you had to stay longer than planned due to medical advice and these costs were approved by the 24-hour emergency assistance team, then these costs can form part of your medical expense claim.

9. Why am I getting reminders for unpaid medical bills already submitted to you?

It is not always possible to settle outstanding bills immediately as we may need to ask the hospital for more information so if you receive a reminder simply send it over to us and we’ll let their accounts department know why it’s still outstanding.

Don’t forget to include your claim reference number please!

10. Further unpaid bills have arrived in connection with my claim – help!

Don’t worry this happens all the time!

If you have already sent your claim form back to us, simply send this unpaid bill onwards remembering to quote your claim reference number and providing it is a covered expense, we will make the necessary arrangements to pay it.

If you have yet to return your claim papers, we would ask you to do this ASAP and mark this bill as unpaid on your claim form. If it is a covered expense, we will make the necessary arrangements to pay it.

11. How do you convert foreign currency values to £ sterling?

We use the rate of exchange that applied on the first day you were treated as published by oanda.com. If, however you paid any bills by credit or debit card then we are happy to use the rate of exchange applied by your bankers but unfortunately, we will not pay any commission charges that may be applicable. If you wish us to use this rate of exchange them, please send a copy of your bank statement showing the £ sterling equivalent and rate of exchange applied.

12. Why do you need to know my National Insurance number?

The UK has a reciprocal healthcare agreement with all European Economic Area (EEA) countries which means that if you need urgent or immediate medical attention whilst visiting the country the state healthcare will be provided at a reduced cost. This applies to UK residents and providing a National Insurance number is one way of proving your entitlement to this. We need this number to reclaim any costs falling under this agreement on behalf of your travel insurers.

13. Why do you need to know about other insurance policies I may have?

Insurers have agreed to share the cost of a claim if more than one policy covers the same incident. This helps keep insurance premiums down and, in most cases, won’t affect any no-claims bonus you may have.

An excess is the first amount of a claim that you are responsible for (it can also be known as a deductible) and may apply to more than one section of the policy and more than one incident.

Some policies offer to waive this excess for a small increase in premium and this will be shown on your endorsement attached to your policy. Check the terms and conditions of your policy wording to see if your policy offers this waiver.

In most cases we deduct the excess from any payment we may make to you, if we need you to pay the excess to ourselves, we will contact you regarding this.

19. I keep getting reminders for unpaid bills from the USA, why is this?

The USA healthcare system is complicated and if you’ve been unlucky enough to be hospitalised you may receive many bills from different service providers. This is quite normal. Even though you may have contacted your emergency assistance company, and they may have issued a guarantee, once your name is in the hospital records you may get reminders. If you do receive these, you should send the bill to the assistance company. If you didn’t contact your assistance company, you will need to register a claim with us. Until the claim is agreed by us you will still receive reminders and you will still be liable for its payment. On occasions the USA medical system means that they may use a debt recovery agent to contact you.

20. I paid a deposit at the hospital; how do I claim this back?

Some private hospitals are charging patients a deposit before any treatment is provided and this can be anything from £1,000 to £3,000 (in local currency). This is their right and unfortunately UK Insurers are unable to prevent it. If during your stay the hospital receives a guarantee from your assistance company that your claim is covered then they will normally refund you before you leave. If the deposit is not refunded, you will need to speak to your assistance company to find out why a guarantee was not issued and when it will be as the hospital will not normally refund this without the guarantee. We are unable to refund the deposit as part of your claim process.

The personal effects, money, passports and travel documents claim form has a checklist that details what type of evidence is required for claims for the theft, loss or damage to personal property, lost or stolen money or expenses incurred to obtain a replacement passport or travel documents, but we’ve also included it here.

Evidence to support money claims – Bank or building society statements showing cash withdrawal, currency conversion slips, Police report, reps report, hotel report.

Evidence to support personal effects claims – Original purchase receipts or credit card/bank statements showing purchase details, manuals and guarantee cards for watches, cameras, photographic equipment, phones, laptops etc. Photos or valuations of jewellery

Airline or carrier tickets, baggage check tags,

Repair estimate or confirmation that item is beyond economical repair from a reputable dealer, (we may also ask for the item to be sent to us)

Police report, reps report, hotel report for loss or theft; Carrier report, PIR (airline report) for airline loss or damage

Rental car agreement for theft from vehicles

Letter confirming items deemed irretrievably lost for losses whilst in the custody of the carrier / airline.

Evidence to support passport / travel documents claims – Receipts for travel, accommodation and incidental expenses incurred to obtain a replacement passport or travel documents.

Police report

3rd party responsibility – Name, address and general information about the person or company whom you feel was responsible for the loss or damage to your property other than for claims occurring in the custody of the airline or carrier.

Other Insurance – If you have submitted a claim connected to this one to another insurance company, please send copies of all correspondence

2. Why do you need receipts?

Most policies state that proof of age, value and ownership of the items being claimed must be provided and the easiest way for this is to send in the purchase receipt. It is important to note that some policies may exclude a claim, or part of, if there is no proof of age, value and ownership.

3. What if I don’t have purchase receipts?

Alternatives such as credit card /bank statements showing the purchase transaction date and value, insurance valuations, photographs, instruction manuals, guarantee documentation for watches, cameras or other electrical or electronic goods and duplicate receipts obtained from the store can be submitted in support of your claim but it is important to note that they are not guaranteed to be accepted as proof of value, age and ownership.

4. Why are deductions for wear and tear or depreciation made?

Typically, your travel policy will be one of indemnity which means it will only put you back in the situation you were in at the time of the loss. This means that we will view each item and make reasonable adjustments to the value where necessary based on the age of the item.

5. Can I dispose of my damaged items?

No. All damaged items must be kept as we may need to inspect them or have them assessed by a reputable repairer. We may reject a claim where the damaged items are no longer available so hold on to them until the claim is finalised.

6. Can I arrange to replace my damaged items?

We do not recommend you do this until we have had the opportunity to review the claim as the item may be repairable or we may be able to obtain a replacement through our supplier network at discounted rates.

7. What is a PIR and why is it necessary?

A Property Irregularity Report is a report issued by an airline with reference to the loss, damage or delay of your checked-in bags. Airlines won’t begin looking for your lost bags until this form has been completed and with some airlines, the tracking number quoted on the form will enable you to track the whereabouts of your missing or delayed bags via their tracking agent’s website!

The issuance of this form is an acknowledgement by the airline that the matter has been reported and may enable your travel insurers to claim back some of their outlay from them.

Without this PIR your claim may not be accepted.

8. What is a carriers report and why is it necessary?

A Carriers report is a report issued by a carrier (shipping company, coach company etc.) with reference to the loss, damage or delay of your checked-in bags. Carriers won’t begin looking for your lost bags until this form has been completed and with some carriers, the tracking number quoted on the form will enable you to track the whereabouts of your missing or delayed bags via their tracking agent’s website!

The issuance of this form is an acknowledgement by the carrier that the matter has been reported and may enable your travel insurers to claim back some of their outlay from them.

Without the carriers report your claim may not be accepted.

9. I didn’t get a police report for my lost or stolen possessions.

Typically, your insurance policy will say that you have to notify the police within 24 hours of the theft or loss and obtain a written police report detailing the circumstances and the items involved. If you can’t provide this or reported the matter to another authority, then tell us on the claim form and attach whatever reports you do have. Your claim may not be covered but we will review it based on what you tell us.

10. How do I prove the value of my money claim?

This can be by way of cash withdrawal slips, bank statements or currency conversion slips. If your money wasn’t obtained by any of these methods, then tell us why and we’ll let you know how you can prove the value and ownership.

11. Why do you want to know about other claims I have made?

It is industry practice to share details on claims trends and helps Insurers analyse the levels and values of cover offered within their policies. anti-money laundering policy to check and ensure that all claims are valid and accurate.

12. My Policy says I have to pay an excess – what is this?

13. How much is the excess?

14. What is an excess waiver?

15. When do I pay the excess?

In most cases we deduct the excess from any payment we may make to you.

The delayed baggage claim form has a checklist that details what type of evidence is required for delayed baggage claims, but we have also included it here.

Proof of insurance and any medical endorsements – POLICY OR CERTIFICATE OF TRAVEL INSURANCE / VALIDATION CERTIFICATE - your claim will be delayed if you do not submit this. (Please note this is NOT the ATOL certificate) Employer’s details and policy number where you are insured under a company scheme, insurance reference number etc. Proof of travel – This must show total cost of the trip, the names of all passengers, the date of booking and the travel dates and come from the tour operator or airline. If you booked independent arrangements (i.e. car hire, travel tickets, accommodation etc.) please send the booking invoice for each item. If you booked your trip over the internet, please ALSO send copies of the confirmation emails you received. If you booked your trip through a travel agent, please ALSO send copies of the agents booking confirmation.

Evidence to support emergency expenses and items claimed – Receipts for emergency purchases made whilst awaiting receipt of your baggage.

Or credit card / bank statements showing the transactions.

Airline PIR or carrier report.

Letter from airline / carrier confirming date and time baggage returned to you.

Airline / carrier tickets.

Baggage check tags.

2. Why do you need receipts for my emergency items?

Most policies pay “up to” the policy limit for delayed baggage emergency items and therefore the receipts will prove the amount you spent.

3. What happens if I do not have receipts?

Your claim may not be accepted for the items you cannot supply a receipt for but tell us why and we may be able to review your claim based on these reasons.

4. Is there an excess for these claims?

5. Can I claim from the airline for the expenses you will not cover?

Typically, the airlines and carriers cover the same type of costs as travel insurers but in certain circumstances where your “covered” expenditure exceeds the policy limit you may be able to claim the balance from the carrier. However, you need to declare your intention to do this to us.

6. Why do you need confirmation of the time my baggage was delivered?

Most policies only cover your expenses if your baggage was delayed for a period in excess of 12 hours.

The curtailment claim form has a checklist that details what type of evidence is required for curtailment claims but we’ve also included it here.

Evidence to support the claim – Medical Certificate completed by the USUAL GP of the non-travelling person whose illness or injury caused the curtailment. We are sorry but we cannot accept the medical certificate completed by anyone other than the usual GP of the person causing the curtailment.

Medical report issued by the overseas treating doctor advising of the need to return early.

The original death certificate (which we will return) or a certified copy.

If the deceased was insured under this policy, we will require a copy of the Grant of Probate

Armed Forces Withdrawal of leave – Your commanding officer must provide a letter confirming that your planned leave was authorised and subsequently withdrawn. This must also include the date you were first notified of this and the reason why your leave has been withdrawn.

The Emergency Assistance team manage your emergency case management whilst you are still abroad but once you return to the UK, we, as the claims management company, take over and manage your personal claim and payment for outstanding medical bills. We do share information between us, but it will be necessary for you to complete our claim form before we can continue with your claim.

Typically, an Emergency Assistance company is appointed by Insurers to provide a 24/7 365 service to travellers in need of medical emergency assistance. They consult with hospitals and doctors to ensure the most appropriate medical management and provide relevant guarantees for the medical costs. They also take care of extended medical stays, addition flights and accommodation and early return repatriations.

5. We curtailed but didn’t contact the emergency assistance company for approval.

In these circumstances we would suggest you attach a covering letter to your claim form explaining what happened and why you didn’t contact the assistance company for approval. We will then review your claim based on the facts presented to us although this is no guarantee that the claim will be accepted.

7. How are curtailment claim refunds calculated?

Usually these are calculated on a proportionate value of pre-paid costs from the date of return to your home country so if you were on a 10-day holiday and returned after 8 days we would consider a claim for 2 days unused prepaid holiday costs.

8. How do you convert foreign currency values to £ sterling?

We use the rate of exchange that applied on the date you incurred the cost as published by oanda.com. If, however you paid any part of your curtailment claim by credit or debit card then we are happy to use the rate of exchange applied by your bankers but unfortunately, we will not pay any commission charges that may be applicable. If you wish us to use this rate of exchange them, please send a copy of your bank statement showing the £ sterling equivalent and rate of exchange applied.

9. We curtailed due to the death of a relative in the UK, do we need a medical or death certificate?

In the first instance we would ask you to submit the death certificate or a certified copy but dependent upon the cause and date of death and the date of purchasing the insurance we may ask that you get further medical information from the deceased’s GP.

10. Our original pre-paid flights were used to return home early – can we claim them back?

Generally, the curtailment cover is for the proportionate refund of unused travel and accommodation costs so if the flights were used you may not be entitled to claim a refund.

11. Why do you need to know about other insurance policies I may have?

14. What is an increased excess?

15. What is an excess waiver?

Some policies offer to waive this excess for an additional premium, and this will be shown on your endorsement attached to your policy. Check the terms and conditions of your policy wording to see if your policy offers this waiver.

16. When do I pay the excess?

The travel delay missed departure an abandonment claim form has a checklist that details what type of evidence is required to support the claim, but we’ve also included it here.

Evidence to support travel delay claims – Written evidence from the carrier (airline, coach company, cruise company, rail line etc.) confirming the exact reason for the delay together with the original date and time of departure and the eventual date and time of departure.

Evidence to support missed departure claims – Written evidence proving pre booked public transport & itinerary.

Original unused tickets /Receipts/tickets for additional travel and accommodation expenses.

Proof of breakdown or accident to your vehicle.

Written evidence from the carrier (airline, coach company, cruise company, rail line etc.) confirming the exact reason for the cancellation or curtailment of the scheduled public transport and the date & time the cancellation was notified.

Evidence to support abandonment claims – Cancellation invoice or “No Show” letter. Written evidence from the carrier (airline, coach company, cruise company, rail line etc.) confirming the exact reason for the delay, the date & time you cancelled the booking together with details of any alternative travel arrangements offered to you.

2. I was delayed so why won’t you pay for the loss of my holiday time?

Typically, the travel delay cover is a set benefit based on the number of hours you were actually delayed and does not extend to cover you for the loss of holiday time as a result of the delay. You should contact the airline or holiday company to check if they can provide you with any payment for the loss of your holiday.

3. Why do I have to provide proof from the carrier of the cause of delay and the date and time of eventual departure?

Cover is only provided for specific causes of delay and the benefit is calculated on set time periods.

4. Can I claim travel delay compensation from the airline as well?

As the travel delay cover is a benefit you are also able to claim from the airline in the event of a delay. You will need to contact the airline directly to submit this claim, however you can also refer to the CAA to check if you are eligible. https://www.caa.co.uk/passengers/resolving-travel-problems/delays-and-cancellations/delays/

5. Why do I have to check in before I can abandon my trip?

Delays can change quickly – an apparent lengthy delay can be reduced by transferring to another carrier or departure point and as abandonment claims are only acceptable after a set delay period it is necessary to check in unless there has been a specific announcement requesting passengers NOT to check in to avoid congestion at departure points.

6. Can I claim for food and drink costs incurred whilst I was delayed?

Typically, the travel delay cover is a set benefit based on the number of hours you were actually delayed and does not extend to cover you for out-of-pocket expenses.

7. Can I claim for the time delay in arriving at my destination?

This is dependent on the policy you have purchased and the type of cover they provide; however, this is usually applied from your departure time and not the arrival time. 

Complaint process for UK based customers

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