Claims
If you need to make a claim, we’ll help you get started. Start a claim online, find the right contact number, and get help in a medical emergency. Check what’s covered, what you’ll need, and how long claims usually take.
Award-winning travel insuranceWinners of the British Travel Awards 9 times in a row- Cover for pre-existing medical conditions and all ages
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Awarded Best Company for Travel Insurance at the British Travel Awards 2016-2025
Making a claim on your policy
Our policies only offer cover for items that have been lost, damaged, or stolen.
This means that if your belongings are in good condition and have not been subject to any of these incidents, they will not be covered by our insurance.
It is important to carefully review the terms and conditions of our policies to fully understand the extent of the cover provided.
Please refer to the General Exclusions and General Conditions sections for further information on the cover we provide under this policy.
The General Exclusions section outlines any specific situations or circumstances that are not covered by the policy. It is important to review this section to understand any limitations or restrictions on the cover provided. The General Conditions section provides important information about the terms and conditions of the policy. This includes details about how to make a claim, the responsibilities of the policyholder, and any other relevant information that may affect the cover.
Are you ready to make a claim? You can submit a claim by using our online claims form
Unfortunately, it is not possible to access or view any current or past claims on the MyStaysure platform.
Our claims team is dedicated to providing excellent customer service and ensuring that all claims are handled efficiently and effectively.
If you need to discuss a claim that you have made in the past or a claim that is currently being processed, you will need to get in touch with our claims team on the numbers below.
They will be able to assist you with any questions or concerns you may have regarding your claim.
- All claims (excluding the below) - 01403288410
- End Supplier Failure Claims - 03452661872
- Legal Expenses Claims - 01179340548
If you have a medical emergency and need our help while you’re away, you can call our 24/7 Medical Emergency Helpline "Staysure Assistance" on the numbers below.
- Calling from outside the UK: +44 1403 288 414
- Calling from USA or Canada: +1 844 780 0639
- Calling from Mexico: +1 819 780 0639
- Calling from the UK: 01403 288 414
Before you make a claim you’ll need to check that you're covered by your policy. Read your policy wording and check the levels of cover you chose. You’ll find these on your Validation Certificate.
Be fully aware of exclusions. Certain sporting activities are not included. Plus, if you haven’t declared a pre-existing medical condition or are under the influence of alcohol, you may not be covered.
For more information on our terms & conditions as well as the table of benefits, please visit the policy wording booklet
If you are waiting for an update on your claim, we understand that timely information is important to you. Our goal is to provide a response within 5 working days, as long as we have received all the necessary documentation. However, in some cases where additional documents are required or if your claim is particularly complex, it may take longer to process. Rest assured, we are working diligently to review your claim and will provide you with an update as soon as possible. We appreciate your patience and understanding during this process.
If you need to inquire about the status of your claim, you can reach out to the appropriate contact person based on the type of claim you have. This will ensure that you receive the most accurate and up-to-date information regarding your claim.
Baggage and money claim
Cut short your trip (curtailment)
Delayed baggage claim
Medical and other expenses claim01403 288 410https://davies-group.com/claims/claims-enquiries/
Missed departure claim
Personal liability claim
Travel delay or abandonment claim
End Supplier Failure Claims(+44) 345 266 1872[email protected]
www.ipplondon.co.uk/claims.aspLegal Costs and Expenses0117 934 0548N/A
Gadget Cover add-onN/A[email protected]
https://supercover.davies-group.com/Terrorism CancellationFor policies bought before 09/04/2020 please use the following:
01420 383 012
[email protected]
www.reactiveclaims.comCar Hire Excess WaiverN/A[email protected]
www.excessclaim.co.ukIf your claim is not an emergency (e.g. medical treatment needed in an emergency) you can submit your claim online.
Non-emergency claims include:
- Baggage and money
- Cutting short your trip (curtailment)
- Delayed baggage
- Medical and other expenses
- Missed departure
- Personal liability
- Travel delay or abandonment
If you would prefer to talk to us about any of the claims above call us on 01403 288 410.
To talk about a claim under the following sections of your policy, please call the contact numbers below:
End Supplier Failure: 0345 266 1872
Legal Costs and Expenses: 0117 934 0548
Gadget Cover (policies bought on or after 18 May 2023): 0330 020 0031
Terrorism Cancellation: 023 8017 7283If the policyholder is unable to submit a claim themselves (e.g. they are deemed medically unfit) it is possible for someone else to register a claim on their behalf.
Our claims team may ask for documentation of proof and consent from the policyholder prior to discussing any claims.
Are you ready to make a claim? You can submit a claim by using our online claims form
It’s quick and easy to submit your claim online. However, if you wish to download and print the forms to fill out and post then you can do this through the claims section of our website.
All you need to do is click on the "Submit your claim" button and click through the options, this will then give you the information on how to claim for the specific claim type you have selected.
Downloadable claim forms are available for the following:
- Cancellation
- Baggage and money claim
- Cutting short your trip (curtailment)
- Delayed baggage claim
- Medical and other expenses claim
- Missed departure claim
- Personal liability claim
- Travel delay or abandonment claim
- Golf Insurance
Please note: The address to send the completed forms back to will be detailed on the form.
To download the form, you will see "download our form" in purple underneath the telephone number after selecting one of the listed options above.
If you would just rather speak to someone over the phone or request a paper copy due to no printer access you can contact our friendly Claims team on 01403 288 410
You can expect to hear from us within 5 working days of submitting your claim.
If your claim is not an emergency, it is still important to inform us as soon as possible. This includes the following situations:
- Cancellation
- Baggage and money claim
- Cutting short your trip (curtailment)
- Delayed baggage claim
- Medical and other expenses claim
- Missed departure claim
- Personal liability claim
- Travel delay or abandonment claim
- End Supplier Failure Claims
- Legal Costs and Expenses
- Gadget Cover add-on
- Terrorism Cancellation
- Car Hire Excess Waiver
If you have an emergency medical claim, you should contact us as soon as possible. You, or someone on your behalf, should contact us within 48 hours if you have been admitted into hospital. You can access all the information for claims here https://www.staysure.co.uk/claims/
You are required to inform us in writing about any incident that could potentially result in a claim within 28 days after you have returned to your home. This notification must be done in writing.
If you submitted a claim over 10 days ago and are yet to receive an update, Please contact our friendly non-emergency claims team.
- For any emergency claims please see here
If your claim is not an emergency, you’ll need to have the following to hand to help submit your claim:
- Your Validation Certificate so you have your policy number to hand.
- Any receipts or other documents/paperwork to support the claim you’re making e.g. medical or crime reports.
- If you’re claiming for COVID-19 cancellations, you’ll need a copy of the positive test result.
If you need to make a claim, you can do so by following this link www.staysure.co.uk/claims/
If you have a medical emergency and need our help while you’re away, you can call our 24/7 Medical Emergency Helpline on the numbers below.
- Calling from outside the UK: +44 1403 288 414
- Calling from USA/Canada: +1 844 780 0639
- Calling from Mexico: +1 819 780 0639
- Calling from the UK: 01403 288 414
If you’re well prepared, claiming on your travel insurance should be straightforward.
Here are some of our tips of how you can avoid a failed claim. That way, should the worst happen on your travels, you’ll have our support.
1. Always tell us about your pre-existing medical conditions
It’s important to declare your pre-existing medical conditions on your travel insurance. That way, if you have a medical emergency caused by that condition, you’ll be protected if you needed to claim.
2. Tell us if anything changes
Keeping your policy up-to-date with any changes to your health is very important.
Whether you have a new diagnosis or test results, it’s important that you let us know of any changes to your health, so you’re covered if you have a medical emergency while on holiday.
3. Contact us as soon as you can
If you fall ill abroad and it isn’t an emergency, you must give us a call before you receive treatment. That way, we can guide you to a medical facility that can help and we can confirm what is covered by your travel insurance. If you’re worried about talking to the local doctor abroad, our team can help with any translation difficulties you may have.
If you’re unable to contact us immediately, someone must contact us on your behalf within 48 hours.
Once you’re back home, you must contact us either over the phone or online, within 28 days of your emergency happening. We will need any certificates, information, evidence and receipts to support your claim.
4. Know what information you’ll need to supply
It’s important that you have given us the right information when you make a claim. You can choose to submit your claim online, or download our form to fill in manually.
If your claim is for a medical emergency you had while you were on holiday, make sure you include a document signed by a certified doctor that confirms you received the treatment you’re claiming for.
5. Buy your policy when you book your trip
By buying your travel insurance as soon as you book your holiday, you’re covered if you needed to cancel your trip. If something were to happen after booking your holiday but before you bought your travel insurance, you wouldn’t be covered.
If you have an annual multi-trip travel insurance policy, make sure your policy is active as soon as possible, so you’re covered in case you needed to cancel your trip.
6. Check FCDO or WHO advice
Make sure you’re going somewhere that’s safe to travel to.
If you travel to a destination that the FCDO (Foreign, Commonwealth & Development Office) or WHO (World Health Organisation) have advised against travelling to, we won’t be able to cover you if you needed to claim.
This includes regions within countries, so it’s important you keep up-to-date with the latest travel advice.
7. Check what you’re covered for
Make sure you read your policy limits carefully, to check you’re covered for everything you need.
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.
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.
Cutting Your Holiday Short
If, unfortunately, a death occurs in your family while you are on vacation, you may be eligible to make a claim for the need to end your trip early, as long as the death was unexpected and unforeseen.
If you find yourself in a situation where you need to return home before your scheduled return flight due to:
- The unforeseen death of a close relative
- The unforeseen, imminent death of a close relative
- An unforeseen serious accident or illness of a close relative
Your travel insurance policy may provide cover for situations where you have to cut your trip short or experience trip interruption. However, it is important to review your policy limits to understand the extent of coverage provided.
What is covered when travelling within the United Kingdom, Channel Islands and the Isle of Man:
Where you are travelling solely within the United Kingdom, Channel Islands or the Isle of Man during your trip of 2 or more consecutive nights in pre-booked accommodation we will pay up to £10,000 for:
a) extra transport and accommodation for you and one other person who stays with you, or who has to travel to you from within your home country and/or travel back with you, if this is necessary due to medical advice.
b) your body or ashes to be transported home.
If you wish to see further detail on the level of cover for your policy then you'll need to check the relevant policy wording.
If you’ve had an unexpected death in the family and need to claim on your travel insurance, it’s important you contact us as quickly as you can.
If you’re on holiday, it’s important you contact us before you schedule any flights home, to let us know of your situation and to check what your policy will cover you for.
You might be asked to send us proof to help with your claim when you’re back home. This usually means we’ll need to see a copy of the death certificate. We know it’s a sensitive time when you’re dealing with a loss and we’ll do our best to help make this process as simple as possible.
If you would like to talk to us about your claim please call us on: 01403 288 410
Our lines are open Monday - Friday 9am - 5pm.Travel tickets that have been paid for using any airline mileage reward scheme, such as Air Miles, are not covered by your travel insurance policy.
When it comes to claiming on your travel insurance, the incident, illness or medical condition that has caused the death in your family must be unexpected.
This means you may not be able to claim on your travel insurance if the death in your family was caused by a diagnosed serious medical condition or terminal illness. (known at the time of you booking your policy)
Having to cancel your holiday is one of the most common reasons for travel insurance claims.
With us, you can be covered for up to £10,000 (option to increase to £15,000 subject to medical score)
You can see how much you are covered for by visiting your My Staysureaccount or this will also be displayed on your validation certificate.
Wanting to know what you are covered for? Check out our policy wording document.
- PLEASE NOTE: limits of cover are per Insured person unless otherwise shown.
If you need to make a claim, you can do so here www.staysure.co.uk/claims/
Emergency Claims
If your claim is an emergency please call our team as soon as possible. When you call, make sure you have your policy number to hand (you’ll find this on your Validation Certificate) and your contact phone number abroad.
- Calling from the USA or Canada? +1 844 780 0639
- Calling from the rest of the world? (+44) 1403 288 414
Our emergency assistance lines are open 24 hours a day, 365 days a year.
You, or someone on your behalf, should contact us within 48 hours if you have been admitted to hospital. We need to authorise medical costs, preferably before you go ahead with any treatment.
If you find yourself in an emergency situation while you are overseas, we strongly recommend that you contact us as your first point of contact.
- For medical emergencies: if you are taken to hospital as an emergency by ambulance or other emergency service, you will need to make sure that you or a travelling companion call us within 48 hours.
- For non-urgent medical help: if you need to see a doctor or need to go to Accident & Emergency or a clinic, call us first. This way we may be able to help you locate the safest and most appropriate source of treatment.
- If your outpatient treatment is likely to cost more than £350 or you are admitted into hospital abroad, someone must call Staysure Assistance 24-hour medical emergency helpline as soon as possible.
You can call the 24/7 Medical Emergency Helpline "Staysure Assistance" on the numbers below.
- Calling from outside the UK: +44 1403 288 414
- Calling from USA or Canada: +1 844 780 0639
- Calling from Mexico: +1 819 780 0639
- Calling from the UK: 01403 288 414
Staysure Assistance may ask for your NHS records in order to better understand and address your specific situation. By reviewing your medical records, they can provide more effective assistance and support tailored to your needs. Rest assured that any information shared will be handled with the utmost confidentiality and in compliance with data protection regulations.
The amount of cover will depend on the policy you take out. You can choose from three levels of cover:
Basic policy - this covers you for up to £5 million emergency medical and repatriationComprehensive policy - offers up to unlimited cover for emergency medical and repatriation
Signature policy - offers up to unlimited cover for emergency medical and repatriation
If you require the name of a 24-hour medical assistance provider to fill out forms with your travel provider or cruise company, the information you need can be found below:
- Everywhere but USA, Canada and Mexico - Euro Center
- USA, Canada and Mexico Global - Excel
If you require the contact information for emergency repatriation assistance, you can find the phone numbers by our Emergency & Repatriation Assistance contact article.
Baggage Claim
If baggage is delayed while in the care of a carrier, transport company, authority or hotel you must report to them, in writing, details of the delay or eventual loss, theft or damage and obtain written confirmation.
If the baggage is lost, stolen or damaged whilst in the care of an airline you must:
- Obtain a Property Irregularity Report (PIR) from the airline.
- Give formal written notice of the claim to the airline within the time limit contained in their conditions of carriage (please retain a copy).
- Retain all travel tickets and tags for submission if a claim is to be made under this policy.
You have the option to submit your claim online
If you need to claim the loss, theft or damage of your baggage, you’ll need documentation to support your claim.
The loss or theft of your baggage should be reported to the police, and if relevant, your airline too. They’ll be able to give you a crime reference number or a Property Irregularity Report (PIR), which you’ll need to make a claim.
Your airline should be the first port of call if your baggage has been lost or damaged in transit. The Civil Aviation Authority website offers help on how to make a claim.
You can conveniently submit a claim using our online claim form.
Excess Waiver
If you need to make a claim, having an Excess Waiver means you won’t have to pay any excess from your own pocket for each item you’re claiming for. This can’t be added retrospectively and does not apply to Car Hire Excess Waiver or Gadget cover.
Please see below the options for an excess waiver based on your policy type.
Basic Policy - Unavailable
Comprehensive Policy - This must be requested at the time you purchase your policy. This cannot be added retrospectively.
Signature Policy - This is included as standard.
End Supplier Failure
How can travel insurance help with travel disruption?
When faced with travel disruption that affects your holiday, your first port of call should be to contact your holiday providers. Travel insurance can help if your travel providers can’t.
Travel providers, like airlines and cruise lines, should offer you a refund or the chance to change the dates you travel if they cancel your booking.
If the dates you’re due to travel change, remember to update your travel insurance policy. You can amend your Staysure policy easily in your My Staysure account. Remember if you’re changing your travel dates, you’ll need to do this before you were meant to travel.
What if my travel providers can’t help?
If you’ve contacted your travel providers and they can’t help rearrange your travel or offer a refund, you may be able to file a ‘chargeback claim’ with your bank (only if you paid using a credit card).
If you’ve tried both of these options without any luck, then you may be able to claim on your travel insurance.
Can I be covered for strikes?
You should be covered by your travel insurance if strikes affect your travel plans, as long as the strike wasn’t common knowledge when you booked your trip or took out your policy (whichever was later).
Find out more about how strikes and travel delays are covered by your Staysure Travel Insurance by viewing the policy documents or visiting our claims page.
What if my flight is cancelled?
If your flight is cancelled and neither your travel provider nor your bank can help, you may be able to claim on your travel insurance.
Cover often differs between outgoing and return flights, so make sure to check your policy documents.
If your flight has been cancelled by the airline, you will need to contact your travel provider. They should be able to offer you a full refund or rearrange your flights for a date that works for you.
If you’ve rearranged your flights, you’ll need to update your travel insurance policy with the new travel dates.
Log in to your My Staysure account to do this yourself, or contact us.
The last thing you want to see when you have a holiday coming up is news of travel delays or cancellations. It can be very stressful and you may be left feeling confused about what to do.
If you’re planning a trip over the coming weeks, read on to find out what to do if your holiday is facing travel disruption.
Expat Claims
Claiming on your Expat Travel Insurance is straight-forward and we like to try and make it as stress-free as possible for you.
After all, having something go wrong on your holiday is bad enough without worrying about your claim.
It’s important to contact us as soon as possible about your claim. This can help put your mind at ease to check you’re covered and to confirm the information you’ll need to provide us with. To process your claim, we’ll ask for supporting information from you – such as receipts and other documents. This information will vary depending on the type of claim you are making.
If you need to make a claim on your insurance, please start by checking your Validation Certificate to confirm your policy number. We’ll need this information to check your policy and begin to process your claim.