How to claim on your travel insurance

Who should I contact first?

In an emergency, call the insurer's emergency number. You can find these on your policy documents, or in our travel insurer reviews.

In other circumstances, however, you're expected to seek refunds before making a claim.

If an airline has cancelled or delayed your flight, or a hotel, travel agent or other provider has been unable to deliver the holiday you've booked, you should be due some compensation from those providers.

It's still worth notifying your insurer early, though. If a claim is potentially on its way, contact the insurer and ask what evidence you'd need to substantiate it and whether there's a deadline for claiming.

• Find out more: your rights when travel goes wrong

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When should I claim?

As soon as possible. Many providers insist that you check with them before you get medical treatment, for instance.

However, use your discretion if you're seriously injured. Don't delay a trip to the emergency room because you're trying to find out if your insurance covers you.

Some travel insurers require you to make a claim by a particular deadline, although at busy times if insurers' helplines are overwhelmed, they should be reasonable and extend it.

Many insurers now let you claim online. You can find links and phone numbers in our insurer reviews.

What can I claim for?

Calling your insurer should clarify what your policy covers, but you should also check your policy documentation.

You will have been sent an Insurance Product Information Document (IPID) that summarises the key aspects of cover, as well as a longer 'policy wording' document, which should fully describe your policy's benefits and exclusions.

• Find out more: best travel insurance

How can I dispute an insurer's decision?

If the insurer rejects your claim, make sure you get a clear explanation in writing. 

If you disagree with the reasons, you can complain, prompting it to review its decision.

If after eight weeks you're not satisfied with the outcome, you can escalate your complaint to the Financial Ombudsman Service.

• Find out more:  How to complain to an insurer.

What if my insurer goes bust?

If your insurer is authorised to sell in the UK, your policy is protected by the Financial Services Compensation Scheme (FSCS), guaranteeing 90% of outstanding claims if your insurer goes bust.

Top tips for insurance claims

Keep these tips in mind to make the claims process as straightforward as possible.

1. Know your cover

In an ideal world, you'd be sufficiently familiar with your insurance when buying it so as to not to face nasty surprises when you claim.

In reality, most of us don't pour over every detail of the T&Cs before buying the cover - but even a little sense-checking goes a long way. It's worth checking through the policy's general exclusions, as these place significant constraints on all the benefits your policy lists upfront. For example, your policy could have an exclusion against pandemic-related claims.

Also, if you have a medical condition, don't assume it's covered unless the insurer has confirmed it in writing. Insurers usually won't cover pre-existing medical conditions unless they've been declared and added to the policy.

2. Keep key phone numbers to hand

Your policy documentation should list emergency contact numbers to call for guidance in medical emergencies and to begin claims.

Keep these numbers with you during your holiday so you don't have to search around for them in a crisis.

3. Report crimes as soon as possible

Speed is of the essence if you're a victim of crime. If any of your belongings are stolen, tell the local police immediately.

Your insurer will want a crime reference number before you can pursue a claim, and the conditions of some policies mean that you must report it within 24 hours.

If it's not possible to get to a police station, tell your holiday rep or hotel manager and ask them to help you put together a written report.

4. Keep all your receipts if you're delayed

Many insurers will reimburse you for food and drink, and sometimes even accommodation if you're delayed, so remember to keep all your receipts to show your provider as proof.

You usually also need proof of delay from your flight or tour operator. It's much easier to do this at the time of the delay, so find a representative and ask them for written confirmation.

The same goes for lost luggage. If you arrive on your holiday but your bags haven't made the trip, you can also claim back expenses for essential items.

However, make sure you check your claim limits. These are usually quite modest and intended for necessities - with delayed luggage limits usually typically £250 or less. 

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