Filing a travel insurance claim is straightforward in theory but can go wrong in practice if you do not collect the right documentation at the time of the incident. Insurers require evidence to process claims, and the evidence must be gathered while you are still in the situation — you cannot reconstruct it later. Whether you are dealing with a medical emergency, a cancelled flight, or stolen luggage, the actions you take in the first few hours determine whether your claim succeeds.
For medical claims, the most important step is to contact your insurer's emergency assistance line before receiving treatment where possible, or as soon as you are stable if it is an emergency. This call serves multiple purposes: it authorizes treatment, can arrange direct billing so you don't pay out of pocket, and creates an official record of the incident. Keep all receipts, medical reports, doctor's letters, and prescription receipts. If you are hospitalized, ask for an itemized bill and your discharge summary in English or with a certified translation. Without these documents, medical claims are very difficult to process regardless of the policy's coverage terms.
For trip cancellation and interruption claims, documentation is equally critical. If you are cancelling due to illness, you need a doctor's certificate confirming you were medically unfit to travel on the specific departure date. If a flight is cancelled, obtain a written statement from the airline confirming the cancellation and the reason — verbal assurances and text message notifications are not sufficient on their own. For baggage claims, report the loss or theft to the police or relevant authority within 24 hours and obtain a written report with a reference number. Airlines issue Property Irregularity Reports (PIRs) for lost luggage — this document is essential for any claim involving airline-handled baggage.
Submit your claim as soon as you return home, or even while still traveling if the policy allows online submission. Most policies require claims to be submitted within 30 to 90 days of the incident. Keep copies of everything you submit. If a claim is denied, you have the right to appeal — request the specific policy clause used to justify the denial and assess whether it was correctly applied. Many initially denied claims are overturned on appeal when travelers provide additional documentation or clarification.
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Most policies require claims to be submitted within 30 to 90 days of the incident or your return home, whichever is sooner. Some policies allow up to 12 months for certain claim types. Check your policy documents for the specific deadline and submit as soon as possible — late claims are often automatically denied regardless of merit.
You typically need: a completed claim form, all original medical bills and receipts, a medical report from the treating doctor, proof of payment, your policy certificate, and travel documents showing your travel dates. For hospital stays, also include the itemized hospital bill and discharge summary.
You need the Property Irregularity Report (PIR) issued by the airline, your baggage receipt from check-in, a list of the items in the bag with estimated values, receipts or proof of purchase for high-value items, and your boarding passes. Also keep records of any emergency purchases you made while waiting for the bag.
Travel insurance typically pays after other sources. If your airline compensates you for lost luggage or a credit card provides some cancellation protection, your travel insurer pays the difference up to the policy limit. You cannot claim the full amount from both sources — this would be considered insurance fraud.
Request the denial in writing with the specific policy clause cited. Review whether the clause was correctly applied to your situation. Gather any additional documentation that supports your case. Submit a formal written appeal to the insurer's claims review department. If the appeal fails, you can escalate to the relevant financial ombudsman or regulatory body in the insurer's home country.
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