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Could I claim?

Making sure you purchase the right cover for travel insurance is a must as the level of cover that you have chosen can affect if a claim is paid. You should also make sure that you're aware of any restrictions on the policy.

Blue and white plane standing on a airport runway

"My flight was delayed, can I claim?"

With Premier travel insurance you can claim if the transport that you're booked on is delayed for more than 12 hours - and you're waiting at the place your transport is meant to go from.

If the flight, train, coach or sea vessel you are booked on is delayed leaving, we'll pay you £25 for each 12 hours you are delayed from the departure time shown in your pre-booked travel plans, up to £250.

To claim, we'll need your original trip booking invoice(s) and travel documents showing the dates and times of travel. We'll also need written confirmation from the airline, coach or railway company, shipping line, or their handling agent of the scheduled and actual departure times and why the departure was delayed.

There's no cover for this on our Essential policy

There are some examples of when you claim from your airline directly if your flight is delayed. The Civil Aviation Authority (CAA) website has more information.


"I had an accident and needed to go to hospital, can I claim?"

Essential and Premier travel insurance provides cover for unexpected emergency medical treatment costs and to arrange to get you back home if you're too unwell to continue your trip.

For example, if you trip on an uneven pavement and break your arm, we cover the cost of any medical bills, x-rays, or medication you need.

If you know you'll need medical treatment during your trip or if you're travelling specifically to get medical treatment, surgery or advice, we won't provide medical expenses cover.

Red first aid box with a white cross on the front

Brown suitcase and a pair of golf clubs

"I arrived on holiday - but my luggage was delayed. Can I claim?"

Yes, we pay up to a maximum of £500 on our Premier travel insurance (or £250 on our Essential policy) for the necessary replacement of toiletries, medication and items of clothing, as well as the hire of sports equipment on a daily basis, if yours is:

  • missing for more than 12 hours from when you arrived at your destination
  • lost or damaged while on a trip

Please keep hold of any receipts for items that you buy or hire as you'll need to send these to us to make your claim.


"I had to go to the dentist as my filling fell out, can I claim?"

Yes, up to £250 on both Essential and Premier policies but only if you had to have emergency dental treatment to relieve pain. This would include things like painkillers, antibiotics or perhaps a temporary filling.

We won’t pay to replace or repair false teeth, artificial teeth (such as crowns or implants) or veneers, or cover dental work involving precious metals.

Icon of a tooth

small island with palm trees on with a red cross going through the middle

"I had to cancel my holiday, can I claim?"

With our Essential and Premier travel insurance, we cover costs you've paid if you have to cancel a trip because of the sudden and unexpected illness of you, a close relative or travelling companion. For the Essential policy this is up to a maximum of £5,000 or up to £10,000 for the Premier policy.

For definitions of a close relative or travelling companion read Our document of Travel insurance

We won't cover claims that are in any way related to something that you knew about before you purchased this insurance or before you booked a trip that you were aware could lead to you needing to cancel or cut short a trip.

If you managed to change your booking at no extra cost, then you can’t claim on your insurance. Your insurance will only pay extra costs up to your policy limits.

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