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How to make a travel insurance claim

Posted on March 28, 2023 by Eloise Wren
Over 50s woman sat down making a claim using her laptop at home

If things go wrong before or during your holiday, making a claim can sometimes seem like a lot of hassle after an already distressing experience. But if you’re well prepared, claiming on your travel insurance should be stress-free. 

With the average medical claim running at well over £1,000, it’s good to know you have help at hand when you need it.

We’ve put together some helpful Q&As to help make your claim run as smoothly as possible.

Does your travel insurance cover your claim?

Buying holiday insurance doesn’t mean you’re automatically protected for everything. Your policy and the limits covered depend on the level of cover you chose, so it’s best to check your validation certificate and the policy wording.

When checking if your policy covers you for your claim, it’s also worth checking the exclusions section. Certain sports and activities may not be included, along with any undeclared pre-existing medical conditions.

Woman sat on the hotel bed by a window on the phone to her travel insurance company

When should I contact my insurance provider about my claim?

Call us quickly; in fact, call us straight away for all types of claims. This means we can authorise your claim, and if necessary make travel and medical arrangements for you. 

If you’ve been admitted into hospital, we have a deadline of 48 hours for you or someone on your behalf to contact us. Wherever possible, call us before accepting any treatment. 

If you need to see a doctor for non emergencies, we can help you to find the safest and most appropriate place for treatment. When you call, make sure you have your policy number to hand, as well as a phone number we can contact you on.

What paperwork is needed to make a travel insurance claim?

Keep your receipts for all costs, including medical certificates and any paperwork to support your claim. 

If the claim is for items that have been lost or stolen, having a photo of the item can help to prove ownership, along with any original receipts at point of purchase.

Here’s how to make a Staysure travel insurance claim and how to avoid your claim being rejected.

Do I have to pay excess on my travel insurance claim?

Be mindful that some policies will ask you to pay something towards your claim. Check your policy documents to see how much your excess is to make sure making a claim is worthwhile.

Man sat at desk using laptop while on the phone to his travel insurance company

I need to cancel my holiday. How do I make a claim on my travel insurance?

Need to cancel your trip? You’ll need to contact us and make a claim within 48 hours of departure. The reason for cancelling your trip must be covered by your policy; for example an unforeseen illness, injury or an emergency at home. 

For your claim, you’ll need to provide a medical certificate from your GP, or a police report to prove you cannot travel.

How do I make a claim for items that were stolen on holiday?

Go to the local police to report any stolen items within 24 hours of it happening. If you’re travelling with a tour company, the hotel rep or manager may be able to help or provide you with a written report.

Once you have all the documentation it’s time to start your claim.

My luggage has been lost during the journey, how do I claim?

If your airline has lost your luggage your first port of call will be to contact them for compensation. The Civil Aviation Authority website gives more information about claiming and what they’re likely to cover you for. If you have no success with the airline it’s time to make a claim on your travel insurance.

If your luggage gets damaged in transit, make sure you report it to the carrier before you leave the baggage hall. Be sure to ask for a Property Irregularity Report (PIR), you’ll need this to make your claim.

Visit our claims page for more information on how to claim with Staysure.

You can find more information on claiming, along with Staysure claims forms here.

Two women packing for a holiday, one is checking they haven’t forgotten anything

Do I need to take travel insurance documents on holiday?

With all the excitement of going away, you’d be surprised how many people forget to pack the most important things like their travel insurance documents.

Your travel insurance documents include your policy number and any important phone numbers you may need in an emergency. Without this information your claim could be difficult to make. 

It’s also a good idea to leave a copy of your documents with a family member or friend back home – just in case you lose yours while you’re away.

Making a claim with Staysure

We believe that making a claim should be hassle-free, which is why we offer you the choice of either filing your claim online or speaking to our claims team over the phone.

You can find claims forms and contact details on our claims page.

by Eloise Wren

Eloise Wren is Staysure’s Junior Content Executive. She loves planning holidays, open-water swimming, and outdoor adventures.