Making a travel insurance claim

Our claims process

Tell the police immediately or within 24 hours of the loss or theft of any of your property and send us a copy of the police report to support your claim. Report the theft or loss to your courier, golf course or hotel or apartment manager if appropriate.

Keep all original booking invoices, original receipts, hospital admission and discharge records, and travel documents showing dates and times of travel that will be relevant to your claim.

Give us all the information, evidence, details of household or medical insurance, medical certificates, proof of ownership, receipts or any other documents we need, at your own expense.

If a carrier (airline, railway or shipping company and so on) loses or damages any of your luggage or personal possessions in their care, let them know immediately and get a copy of their report (known as a ‘property irregularity report’).

Keep any items that are damaged and send them to us if we ask, at your own expense.

Any fees you have to pay for getting evidence of your claim will not be covered by this insurance as it is your responsibility to support your claim.

Give us all the information and help we need and keep us up to date with any developments in your claim. If you are sent a writ, summons, claim or letter, do not answer it – instead, send it to us as soon as possible.

If you lose your passport, send us confirmation in writing from the British Consulate where the loss happened, including details about the date of the loss, reporting the loss to the police and replacing the passport, together with a police report in writing. Send us all the original receipts for replacing your passport.

For piste closure claims, send us confirmation in writing from your tour operator, the local piste authority or ski-lift operator confirming the reason for the closure and how long it lasted.

Start your claim online

You can start your claim online instead of calling us. It's easy to do and it's often faster.

Just complete this form to tell us what happened and what you're claiming for.

Start claim online

During the festive season

  • Christmas Eve, Christmas Day & Boxing Day CLOSED
  • 27th December CLOSED
  • 28th, 29th, & 30th December 8am - 6pm
  • New Year's Eve & New Year's Day CLOSED
  • 2nd January CLOSED

Otherwise it's business as usual.


0345 603 3591

During the festive season

We're open 8am - 4pm on
Christmas Eve and New Year's Eve.

We're closed on Christmas Day,
Boxing Day and New Year's Day.

We're open 9am - 5pm on the 28th December and the 2nd January.

Otherwise it's business as usual.

Opening hours

  • Mon - Fri 8am - 6pm
  • Saturdays Closed
  • Sundays Closed
  • Bank holidays 9am – 2pm

Claims for Curtailment (cutting short your trip)

You will need to contact our assistance service to authorise any necessary expenses beforehand.

Assistance service

01252 740 050

Making a medical claim

If you need to make a claim for Medical and other expenses for inpatient medical treatment, please contact our assistance service if possible before visiting any clinic or hospital as they will be able to tell you which is the most appropriate medical facility to treat you. Lines are open 24 hours a day, 365 days a year. Please quote reference IGCS 1482.

From the UK, phone:

01252 740 050

From anywhere in the world, phone:

+ 44 (0) 1252 740 050

For any routine or simple outpatient treatment (as long as it is less than £500), please pay yourself and claim back the relevant expenses when you return to the UK.