File a Claim

We want to make your claims experience simple and transparent. Here is what you will need to file your claim:

Tell us about the incident that caused your claim

  • Who was involved or affected by the event and how were they affected?
  • When did the incident happen ?
  • What were the circumstances or the event? What happened and how did it cause your financial loss

Specify the financial loss you want reimbursed

  • Clarify the amount of money you lost or spent as a result of the incident.
  • Did you receive or are you entitled to compensation or refunds from any third party pertaining to this event. 

Provide some evidence of the incident

Substantiate the incident and  the related financial cost with some documents. Example of supporting documents:

  • Receipts
  • Pictures
  • Official reports (medical, police, Incident etc…)
  • Notifications and notices from travel suppliers.
  • See our Required Documentation for more details.

Trip Cancellation

  • Trip itinerary – Your trip itinerary refers to your complete schedule of travel plans and details for your trip. It should include your traveller information, a breakdown of your trip costs, your payment information, and any other relevant trip details. If you don’t have a copy of your trip itinerary, your travel agent or travel supplier should be able to provide one.
  • Receipt(s) or proof of payment– Please provide receipts, such as credit card statements or cash receipts, for all expenses related to your claim.
  • Penalty, cancellation fee, or refund information (if applicable)– If you have been charged any penalties or cancellation fees, or received any refunds from your travel agency or travel supplier, we will need the exact amounts of these fees or refunds, the penalty schedule, and proof that your booking was non-refundable.
  • Proof of incident (i.e. medical receipt, police report, etc.)– If the reason for your trip cancellation or interruption is non-medical, we’ll need documents supporting the reason for your claim, which may include a police report or death certificate. If your claim is medical, supporting documents may include a physician’s visit summary, receipts, or other documents from your visit related to your diagnosis or symptoms…

Please note: Often your complete booking confirmation received via email includes your itinerary, proof of payment and the applicable booking rules and penalties.

 

Trip Interruption

  • Trip itinerary– Your trip itinerary refers to your complete schedule of travel plans and details for your trip. It should include your traveller information, a breakdown of your trip costs, your payment information, and any other relevant trip details. If you don’t have a copy of your trip itinerary, your travel agent or travel supplier should be able to provide one.
  • Receipt(s) or proof of payment– Please provide receipts, such as credit card statements or cash receipts, for all expenses related to your claim.
  • Penalty, cancellation fee, or refund information (if applicable)– If you have been charged any penalties or cancellation fees, or received any refunds from your travel agency or travel supplier, we will need the exact amounts of these fees or refunds, the penalty schedule, and proof that your booking was non-refundable.
  • Proof of incident (i.e. medical receipt, police report, etc.)– If the reason for your trip cancellation or interruption is non-medical, we’ll need documents supporting the reason for your claim, which may include a police report or death certificate. If your claim is medical, supporting documents may include a physician’s visit summary, receipts, or other documents from your visit related to your diagnosis or symptoms.

 

Trip Delay

  • Proof of delay– If you experience a travel delay, please provide proof of the delay such as a police report, accident report, or documentation (I.e., email or text message) from your travel supplier notifying you of the delay.
  • Receipt(s) for expenses incurred– Please provide copies of itemized receipts (such as credit card statements, email confirmation of payments, paper receipts, etc) for all expenses incurred due to your trip delay.
  • Trip itinerary – Please provide a copy of your trip itinerary for all trip elements you are claiming (air, cruise, tour, etc). Your trip itinerary should include traveller information, trip details, a breakdown of costs, and payment information–if you don’t have a copy available, your travel agent or supplier can supply one.

 

Baggage Loss

  • Travel supplier/provider claim form – If your travel provider loses or damages your luggage, you should file a claim with them right away. We are your secondary coverage—this means we’ll need a copy of the claim you filed with your travel supplier, as well as the outcome of that claim. We can then reimburse you for the balance of your losses incurred after the providers settlement.
  • Incident report from authorities (if applicable) – We will need a copy of the incident report you made to the authorities if your baggage was lost, stolen, or damaged.
  • Trip itinerary – Your trip itinerary refers to your complete schedule of travel plans and details for your trip. It should include your traveller information, a breakdown of your trip costs, your payment information, and any other relevant trip details. If you don’t have a copy of your trip itinerary, your travel agent or travel supplier should be able to provide one.
  • List of items with value indicated (receipts may be required)– You’ll need to provide an itemized list of all items you are claiming as lost, damaged, or stolen, along with the cash value for each. We may also need copies of receipts or other evidence of ownership for these items.

 

Baggage Delay

  • Proof of baggage delay– Evidence (a copy of the report, other relevant documentation) received from your travel carrier showing that your baggage was delayed.
  • Receipts for necessary purchases–Your receipts for items you had to purchase specifically because your bags were delayed.

 

Emergency Medical Expense

  • Medical receipt(s) or proof of payment  – Please provide copies of all medical bills you receive for treatment on your trip.
  • Trip itinerary – Please provide a copy of your trip itinerary for all trip elements you are claiming (air, cruise, tour, etc). Your trip itinerary should include traveller information, trip details, a breakdown of costs, and payment information–if you don’t have a copy available, your travel agent or supplier can supply one.
  • Incident report from authorities (if applicable) – Please provide copies of any police incident reports relevant to your claim

 

Rental Car Collision Damage

  • Rental car agreement – Your rental car provider will give you your rental car agreement when you collect your rental car. It should include the dates of your rental period, and the amount you paid for the rental.
  • Repair Bill (if applicable) – A copy of the bill to repair damages to the rental vehicle, or an itemized receipt for the repairs.
  • Incident report from rental car provider– If you got into an accident in your rental car, we’ll need a copy of your rental car company’s accident or incident report.
  • Incident report from authorities (if applicable) – If your rental car was damaged or stolen, we’ll need a copy of the police incident report detailing the damage or theft

 

Baggage / Personal Effects

  • Travel supplier/provider claim form – If your travel provider loses or damages your luggage, you should file a claim with them right away. We are your secondary coverage—this means we’ll need a copy of the claim you filed with your travel supplier, as well as the outcome of that claim. We can then reimburse you for the balance of your losses incurred after the providers settlement.
  • Incident report from authorities (if applicable) – We will need a copy of the incident report you made to the authorities if your baggage was lost, stolen, or damaged.
  • Trip itinerary – Your trip itinerary refers to your complete schedule of travel plans and details for your trip. It should include your traveller information, a breakdown of your trip costs, your payment information, and any other relevant trip details. If you don’t have a copy of your trip itinerary, your travel agent or travel supplier should be able to provide one.
  • List of items with value indicated (receipts may be required)– You’ll need to provide an itemized list of all items you are claiming as lost, damaged, or stolen, along with the cash value for each. We may also need copies of receipts or other evidence of ownership for these items.

 

Business Equipment

  • Travel Provider claim form – If your travel provider loses or damages your luggage, you should file a claim with them right away. We are your secondary coverage—this means we’ll need a copy of the claim you filed with your travel supplier, as well as the outcome of that claim. We can then reimburse you for the balance of your losses incurred after the providers settlement.
  • Incident report from authorities (if applicable) – We will need a copy of the incident report you made to the authorities if your baggage was lost, stolen, or damaged.
  • Trip itinerary – Your trip itinerary refers to your complete schedule of travel plans and details for your trip. It should include your traveller information, a breakdown of your trip costs, your payment information, and any other relevant trip details. If you don’t have a copy of your trip itinerary, your travel agent or travel supplier should be able to provide one.
  • List of items with value indicated (receipts may be required)– You’ll need to provide an itemized list of all items you are claiming as lost, damaged, or stolen, along with the cash value for each. We may also need copies of receipts or other evidence of ownership for these items.

 

Business Equipment Rental

  • Evidence from the common carrier that your equipment was damaged, lost or delayed, if applicable.
  • Original police report or other reports from local authorities verifying the theft of your equipment, if applicable.
  • Copy of receipt for the equipment rental costs.

 

 

 

Change Fee Coverage

  • Trip itinerary– Your trip itinerary refers to your complete schedule of travel plans and details for your trip. It should include your traveller information, a breakdown of your trip costs, your payment information, and any other relevant trip details. If you don’t have a copy of your trip itinerary, your travel agent or travel supplier should be able to provide one.
  • Receipt(s) or proof of payment– Please provide receipts, such as credit card statements or cash receipts, for all expenses related to your claim.
  • Penalty, cancellation fee, or refund information (if applicable)– If you have been charged any penalties or cancellation fees, or received any refunds from your travel agency or travel supplier, we will need the exact amounts of these fees or refunds, the penalty schedule, and proof that your booking was non-refundable.

 

Dental Expense

  • Dental receipt(s) or proof of payment  – Please provide copies of all dental bills you receive for treatment on your trip.
  • Trip itinerary– Your trip itinerary refers to your complete schedule of travel plans and details for your trip. It should include your traveller information, a breakdown of your trip costs, your payment information, and any other relevant trip details. If you don’t have a copy of your trip itinerary, your travel agent or travel supplier should be able to provide one.

 

Event Cancellation

  • Ticket purchase confirmation, including proof of payment– Purchase confirmation and receipts for your tickets, and any additional expenses you have paid related to your claim. These might include confirmation emails, mobile app or website screenshots, credit card statements, or similar.
  • Proof of incident (i.e. medical receipt, police report, etc.)– If the reason for your trip cancellation or interruption is non-medical, we’ll need documents supporting the reason for your claim, which may include a police report or death certificate. If your claim is medical, supporting documents may include a physician’s visit summary, receipts, or other documents from your visit related to your diagnosis or symptoms.

 

Event Ticket Protection

  • Ticket purchase confirmation, including proof of payment– Purchase confirmation and receipts for your tickets, and any additional expenses you have paid related to your claim. These might include confirmation emails, mobile app or website screenshots, credit card statements, or similar.
  • Proof of incident (i.e. medical receipt, police report, etc.)– If the reason for your trip cancellation or interruption is non-medical, we’ll need documents supporting the reason for your claim, which may include a police report or death certificate. If your claim is medical, supporting documents may include a physician’s visit summary, receipts, or other documents from your visit related to your diagnosis or symptoms.

 

Frequent Traveller Loyalty

  • Trip itinerary– Your trip itinerary refers to your complete schedule of travel plans and details for your trip. It should include your traveller information, a breakdown of your trip costs, your payment information, and any other relevant trip details. If you don’t have a copy of your trip itinerary, your travel agent or travel supplier should be able to provide one.
  • Receipt(s) or proof of payment– Please provide receipts, such as credit card statements or cash receipts, for all expenses related to your claim.
  • Penalty, cancellation fee, or refund information (if applicable)– If you have been charged any penalties or cancellation fees, or received any refunds from your travel agency or travel supplier, we will need the exact amounts of these fees or refunds, the penalty schedule, and proof that your booking was non-refundable.
  • Proof of incident (i.e. medical receipt, police report, etc.)– If the reason for your trip cancellation or interruption is non-medical, we’ll need documents supporting the reason for your claim, which may include a police report or death certificate. If your claim is medical, supporting documents may include a physician’s visit summary, receipts, or other documents from your visit related to your diagnosis or symptoms.

 

Missed Connection

  • Proof of delay– If you experience a travel delay, please provide proof of the delay such as a police report, accident report, or documentation from your travel supplier.
  • Receipt(s) for expenses incurred– Please provide copies of itemized receipts (such as credit card statements, email confirmation of payments, paper receipts, etc) for all expenses incurred due to your trip delay.
  • Trip itinerary – Please provide a copy of your trip itinerary for all trip components you are claiming (air, cruise, tour, etc). Your trip itinerary should include traveller information, trip details, a breakdown of costs, and payment information–if you don’t have a copy available, your travel agent or supplier can supply one.

 

Missed Port of Call

  • Trip itinerary – Please provide a copy of your trip itinerary for all trip components you are claiming (air, cruise, tour, etc). Your trip itinerary should include traveller information, trip details, a breakdown of costs, and payment information–if you don’t have a copy available, your travel agent or supplier can supply one.
  • Proof of missed port (from cruise line) – If you miss one or more ports on your cruise, please provide a copy of written or electronic notification from your cruise line notifying you of the missed ports.

 

Travel Accident

  • Proof of incident (i.e. medical records or official reports)– If you experience an accident on your trip, please provide proof of the incident, such as copies of medical records, a death certificate, or other official reports.

 

Money/Passport

  • Documentation to show any additional travel and accommodation expenses you incur abroad to obtain a replacement or temporary passport.
  • Evidence to show the cost of obtaining an emergency replacement or temporary passport.
  • Evidence to show that within 24 hours of discovery of the incident there was a report detailing the loss of Money or Your passport to the local Police or to the Carrier, as appropriate, or to Your hotel or accommodation management, or to the tour operator representative and a written report obtained.
  • Evidence to support the withdrawal of bank notes, currency notes or coins that have been lost or stolen.

 

Personal Accident

  • Proof of incident (i.e. medical records or official reports)– If you experience an accident on your trip, please provide proof of the incident, such as copies of medical records, a death certificate, or other official reports.

 

Accidental Death

  • Proof of incident (i.e. medical records or official reports)– If you experience an accident on your trip, please provide proof of the incident, such as copies of medical records, a death certificate, or other official reports.

 

Accidental Dismemberment

  • Proof of incident (i.e. medical records or official reports)– If you experience an accident on your trip, please provide proof of the incident, such as copies of medical records, a death certificate, or other official reports.