Common reasons for a failed claim

If things go wrong before or during your holiday, making a claim can sometimes feel like a lot of hassle after an already distressing experience.

If you’re well prepared, claiming on your travel insurance shouldn’t be a problem however there are some circumstances where your claim may fail. These can include things like non-disclosure of pre-existing medical conditions, alcohol consumption and taking part in activities not covered by the policy.

To help our customers ensure their claims go as smoothly as possible, Staysure has compiled a list of some of the common reasons for voided policies and failed travel insurance claims.

Non-disclosure of a pre-existing medical condition

Among the main reasons people take out travel insurance is to protect themselves against medical costs should they fall ill abroad.

However, failing to declare all pre-existing medical conditions when taking out a policy can void claims for medical expenses.

Answering all questions thoroughly and honestly during Staysure’s medical screening ensures appropriate cover is in place once the underwriter has agreed to offer cover.

Failure to act within specified time

Acting within specified timeframes is important as delays may result in claims being voided.

Customers who fall ill while abroad must get our prior authorisation before incurring any expenses over £350, except in the case of an emergency. If you are unable to contact us immediately, a designated person must contact us within 48 hours.

Once back from holiday, we must be notified in writing within 28 days of any event which may lead to a claim. A claim form together with all certificates, information, evidence and receipts will also be requested.

Lack of supporting documents

Proper paperwork is essential when making an insurance claim. If a claim relates to a medical condition it should be accompanied with a document from a certified doctor detailing the illness or injury and treatment.

Original documents should be provided after being copied.

Late insurance purchase

Travel insurance should be purchased as soon as you’ve booked your holiday as cover is only provided for future events – if something were to happen after you made your booking but before you bought a policy, you will not be covered.

A lack of ‘reasonable care’

If a traveller has failed to exercise reasonable level of care and precautions while on their holiday, this can void any relevant claims. For example, if someone has their belongings stolen after leaving a hotel room door open they are unlikely to be successful with a claim.

Alcohol exclusion

Travel insurance policies invariably contain terms and conditions relating to alcohol consumption. An insurer may decline a claim if a person’s alcohol consumption has directly or indirectly resulted in the circumstances of the claim.

Travelling against FCO or WHO advice

Claims will not be considered if a person has travelled to a country or region where the Foreign and Commonwealth Office (FCO) or the World Health Organisation (WHO) have advised against travel.

Visit the FCO website or the WHO website for further guidance and updates.

Adventurous sports

Travel insurance policies will vary when it comes to the level of cover provided for adventure and sporting activities and will provide a list showing what’s included and excluded under the standard policy.

If a claim relates to an injury sustained while playing an excluded sport, it is likely to be declined.

Motorbikes and mopeds

Travel insurance will often not cover claims resulting from riding a motorbike or moped above a certain engine size, typically 125cc. It’s also likely that a claim will be rejected if the rider wasn’t wearing a helmet and didn’t hold a valid motorcycle licence.

Need to Make a Claim?

Being well prepared is the best way to ensure that claiming on your travel insurance is a simple and smooth as possible and to help our customers through the process we’ve put together a guide on how to make a claim.

If you need to make a claim, you can download the relevant claims form here. If you need to call us, our dedicated team is here to support you.

Medical emergencies

Please contact the ERV 24 hrs Emergency & Repatriation Assistance Helpline:

Outside UK: +44 1403 288 414

When calling from within the USA: +1 844 780 0639

When calling from within Canada: +1 819 780 0639

Inside UK: 01403 288 414

Other claims

Inside the UK: 01403 288 410
Outside the UK: + 44 1403 288 410

Make a Claim