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Making it easy for you to claim on your travel insurance

Check out our quick, hassle free process

Icon of a woman wearing a green top and headset
Icon of a woman talking about a travel claim

Making it easy for you to claim on your travel insurance

Here's a simple, step by step guide to our claims process. We explain how we handle your claim, from your first call to settlement.


Step 1 - What to do first

  • Call us to report your claim to one of our dedicated claims team members. We'll give you a claim reference number, which you'll need to quote each time you call us.
  • We'll check that you're covered by your insurance and explain if you have to pay any excess. The more details you can give us during your first call, the quicker we can process your claim.
  • We may ask to see some documents, like photos, invoices or receipts. Don't worry, we'll let you know exactly what we need and how you can send them to us.

Step 2 - The claims team gets to work

  • If we've got all the information we need from the documents you sent us, we may be able to settle your claim there and then. We send a direct payment transfer to your personal bank account and you're all done.
  • Some claims may be covered by other insurance policies you have through other services, like your home insurance, bank account or mobile phone provider. If you do have any ‘dual cover’ for a claim, we ask for details of your other providers so we can ask for a contribution towards the claim.

Step 3 - Completion

  • Once everything has been finalised and payments made, your claim is then closed. You can still get in touch if you have any questions about your claim - we'll be very happy to help.