Submitting a New Claim Online

Submitting a New Claim Online

For emergency situations, please contact our emergency assistance team .

For all other claims, starting online is the fastest and easiest option. Choose your reason for claiming below:

Delay and Abandonment
Cancelling your trip
Emergency Medical Expenses & Dental Treatment
Personal Baggage – Loss, Theft and Damage
Baggage Delay
Missed Departure
Cutting short your trip
Substitute Accommodation
Winter Sports
Cruise Cover
×
Cancelling your trip

A cancelled trip happens when you're unable to go on your holiday due to reasons like illness, injury, or unexpected events beyond your control.


The excess amount shown applies per person, per claim and will be deducted from any settlement. Please refer to your policy wording and policy schedule to confirm the excess that applies to your level of cover.


Product Cancellation limit Standard Excess Excess Waiver
Economy £1,000 £125 or £150 £0
Standard £3,000 £99 or £125 £0
Premier £5,000 £50 or £75 £0
Backpacker £3,000 £99 £0
Core £1,000 £150 £0
Extra £3,000 £125 £0
Max £5,000 £75 £0

Documents Required

  • Policy Certificate
  • Booking invoice - showing your travel dates travel from/to the UK and a full breakdown of the cost of your trip
  • Booking terms and conditions
  • Boarding passes (if issued) showing your outward and return journeys to the UK
  • Cancellation invoice - showing the date of cancellation and how much you'll be refunded

Injury, Illness or Death
  • Death certificate (if applicable)
  • Medical report of GP letter
    • Download medical form
  • Covid test evidence - We will accept a medical practitioner’s report confirming unfit to travel as like any other illness.

Non-Medical
  • Letter/summons from court if you're called for jury service or as a court witness
  • Letter from an employer if you're being made redundant or if you are a member of the 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

You will need to have the required documents available to be able to submit your claim. If you have these documents ready, please click below to submit the claim


Start a new claim
×
Emergency Medical Expenses & Dental Treatment

Medical expenses abroad refer to unforeseen and unexpected costs incurred while traveling in another country due to non-emergency healthcare needs.


The excess amount shown applies to each person making a medical expenses claim and will be deducted from any settlement. Please refer to your policy wording and policy schedule to confirm the excess that applies to your level of cover.


Product Medical excess Excess waiver Dental limit
Economy £125 or £150 £0 £250
Standard £99 or £125 £0 £350
Premier £50 or £75 £0 £500
Backpacker £99 £0 £350
Core £150 £0 £250
Extra £125 £0 £350
Max £75 £0 £500

Documents Required

  • Policy Certificate
  • Booking invoice - showing your travel dates travel from/to the UK and a full breakdown of the cost of your trip
  • Boarding passes showing your outward and return journeys to the UK

Illness or Injury Expenses
  • Receipts, Invoices for medical expenses you had to pay
  • Receipts for extra accommodation and travelling expenses you had to pay
  • Medical Report from the hospital that confirms why you were admitted, the date you were admitted, and the date you were discharged
    • Download medical form

Dental Expenses
  • Receipts, Invoices for dental expenses you had to pay
  • Dental Report from the facility to confirm the treatment received

You will need to have the required documents available to be able to submit your claim. If you have these documents ready, please click below to submit the claim


Start a new claim
×
Personal Baggage - Loss, Theft and Damaged

Baggage, loss, theft and damage cover your personal belongings if they are lost, stolen or accidentally damaged during your trip, in accordance with the policy terms and conditions.


The excess amount shown applies per claim and will be deducted from any settlement. Each benefit is limited to the applicable valuables, mobile phone or single‑article limit, as shown in the policy. Any settlement will take account of depreciation based on the age of the item, as well as wear and tear. Please refer to your policy wording for full details of how claims are assessed and settled.


Product Excess Excess Waiver Valuables/Mobile/Single Article Limit
Economy £125 or £150 £0 £150
Standard £99 or £125 £0 £250
Premier £50 or £75 £0 £400
Backpacker £99 £0 £250
Core £150 £0 £150
Extra £125 £0 £250
Max £75 £0 £400

Documents Required

  • Policy Certificate
  • Booking invoice - showing your travel dates travel from/to the UK and a full breakdown of the cost of your trip
  • Boarding passes showing your outward and return journeys to the UK

Loss of Theft
  • 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
  • Mobile phones - proof of contact to the service provider to discontinue service from the date of loss/theft, IEMI, and the date the phone was ceased

Damage
  • A Property Irregularity Report (PIR) from the airline if items were lost/stolen while in their care
  • An estimate of repair or report from a reputable repairer confirming the item is beyond economical repair

You will need to have the required documents available to be able to submit your claim. If you have these documents ready, please click below to submit the claim


Start a new claim
×
Baggage Delay

Baggage delay occurs when you arrive at your destination and your checked baggage does not arrive with you and is delayed by the carrier.


A benefit is payable to help cover the cost of essential items you may need to purchase while waiting for your baggage to be returned, in line with the policy terms and limits.


This cover applies to your outbound journey only and does not apply when returning home.


Product Under 24 hours Over 24 hours Benefit (per 24 hours / max)
Economy ❌ ❌ ❌
Standard ❌ ✅ £50 / £200
Premier ❌ ✅ £75 / £300
Backpacker ❌ ✅ £50 / £200
Core ❌ ❌ ❌
Extra ❌ ✅ £50 / £200
Max ✅ ✅ £75 / £300

Documents Required

  • Policy Certificate
  • Booking invoice - showing your travel dates travel from/to the UK and a full breakdown of the cost of your trip
  • Boarding passes showing your outward and return journeys to the UK
  • A Property Irregularity Report (PIR) from the airline if items were lost/stolen while in their care
  • Receipts for the essential items you had to buy while your luggage was delayed

You will need to have the required documents available to be able to submit your claim. If you have these documents ready, please click below to submit the claim


Start a new claim
×
Missed Departure

Missed departure occurs when you fail to reach your international departure point in order to take your scheduled transport, this section aims to cover costs involved in you reaching your overseas destination or returing back home.


Product Benefit Limit Excess Excess waiver
Economy ❌ ❌ ❌
Standard £750 £99 or £125 £0
Premier £1,500 £50 or £75 £0
Backpacker £750 £99 £0
Core ❌ ❌ ❌
Extra £750 £125 £0
Max £1,500 £75 £0

Documents Required

  • Policy Certificate
  • Booking invoice - showing your travel dates travel from/to the UK and a full breakdown of the cost of your trip
  • Boarding passes showing your outward and return journeys to the UK

One of the following
  • Letter from the public transport operator confirming the cause of the delay or cancellation of services
  • Report from the motor vehicle recovery or repair service
  • Letter from the airline confirming the flight diversion causing a delay
  • Letter from the relevant authority confirming that the results of the Covid test were delayed and so causing your missed departure
  • Police Report confirming your travel documents were stolen while abroad

You will need to have the required documents available to be able to submit your claim. If you have these documents ready, please click below to submit the claim


Start a new claim
×
Cutting short your trip

Curtailment means having to cut your trip short and return home earlier than planned due to an unexpected event that is covered under your policy.


If your trip is curtailed, you may be able to claim for the unused portion of your travel and accommodation costs that you have already paid for and cannot recover from any other source, in line with the policy terms, limits and conditions.


We are unable to support claims for Curtailment online at this moment in time. Please reach out to the team who will be happy to assist you.


×
Substitute Accommodation

Substitute accommodation cover applies if your pre‑booked accommodation becomes unsafe, uninhabitable or unavailable due to an unexpected event covered under the policy.


Product Benefit Limit Excess Excess waiver
Economy £750 £125 or £150 £0
Standard £1,000 £99 or £125 £0
Premier £1,500 £50 or £75 £0
Backpacker £750 £99 £0
Core £750 £150 £0
Extra £1,000 £125 £0
Max £1,500 £75 £0

Documents Required

  • Policy Certificate
  • Booking invoice - showing your travel dates travel from/to the UK and a full breakdown of the cost of your trip
  • Boarding passes showing your outward and return journeys to the UK
  • Letter from the original accommodation manager confirming why the accommodation had to close and for how long
  • Receipts for extra accommodation costs you had to pay

You will need to have the required documents available to be able to submit your claim. If you have these documents ready, please click below to submit the claim


Start a new claim
×
Winter Sports

Winter sports cover includes protection for pre‑paid ski costs (such as lift passes, ski school or equipment hire), loss or theft of ski equipment, and piste closure. You may be able to claim for unused ski pack costs if you are unable to ski for a reason covered under the policy, for ski equipment that is lost or stolen during your trip, or where piste closure at your resort prevents you from skiing due to adverse weather or lack of snow. All claims are subject to the policy terms, conditions, limits and exclusions.


Documents Required

  • Policy Certificate
  • Booking invoice - showing your travel dates travel from/to the UK and a full breakdown of the cost of your trip
  • Boarding passes showing your outward and return journeys to the UK

One of the following
  • Policy Certificate
  • Booking invoice - showing your travel dates travel from/to the UK and a full breakdown of the cost of your trip
  • Boarding passes showing your outward and return journeys to the UK

Medical-related winter sports claims
  • 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

Piste closure
  • 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

Winter Sports Equipment
  • Written report confirming details of loss,theft, or damage
  • Proof of ownership such as receipts/hire invoice
  • Proof of ownership (including value) such as receipts
  • Evidence of the damage

You will need to have the required documents available to be able to submit your claim. If you have these documents ready, please click below to submit the claim


Start a new claim
×
Cruise Cover

Cruise cover provides additional protection for events that can occur while you are travelling on a cruise. This includes cover if your cruise is interrupted and you are unable to continue as planned, if you miss a scheduled port stop due to circumstances outside your control, if pre‑paid formal wear or dress hire cannot be used, or if you are confined to your cabin on medical advice. A benefit may be payable to help cover unused costs or provide compensation, in line with the policy terms, conditions and limits.


We are unable to support claims for Cruise Cover online at this moment in time. Please reach out to the team who will be happy to assist you.


accessibility Accessibility