How to claim on your travel insurance

Who should I contact first?

In an emergency, call your insurer's emergency number. You can find these on your policy documents or in our travel insurance reviews.

In other circumstances, however, you're expected to seek refunds before making a claim.

For example, if an airline has cancelled or delayed your flight, or a hotel, travel agent or other provider has been unable to deliver the holiday you've booked, you should be due some compensation from those providers.

It's still worth notifying your insurer early, though. If a claim is potentially on its way, it's still a good idea to contact your insurer and ask what evidence you'd need to substantiate a claim with them, and whether there's a deadline for claiming.

• Find out more: your rights when travel goes wrong.

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When should I claim?

As soon as possible. Many providers insist that you check with them before you get medical treatment, for instance.

However, use your discretion if you're seriously injured. Don't delay a trip to the emergency room because you're trying to find out if your insurance covers you.

Some travel insurers require you to make a claim by a particular deadline, although at busy times if helplines are overwhelmed, an insurer should be reasonable and extend it.

Many insurers now let you claim online. You can find links and phone numbers in our travel insurance reviews.

What can I claim for?

Calling your insurer should clarify what your policy covers, but you should also check your policy documentation.

You will have been sent an Insurance Product Information Document (IPID) that summarises the key aspects of cover, as well as a longer 'policy wording' document, which should fully describe your policy's benefits and exclusions.

How can I dispute an insurer's decision?

If the insurer rejects your claim, make sure you get a clear explanation in writing. 

If you disagree with the reasons, you can complain, prompting it to review its decision.

If after eight weeks you're not satisfied with the outcome, you can escalate your complaint to the Financial Ombudsman Service.

• Find out more: how to complain to an insurer 

What if my insurer goes bust?

If your insurer is authorised to sell in the UK, your policy is protected by the Financial Services Compensation Scheme (FSCS), guaranteeing 90% of outstanding claims if your insurer goes bust.

Top tips for insurance claims

Keep these tips in mind to make the claims process as straightforward as possible.

1. Know your cover

In an ideal world, you'd be sufficiently familiar with what your insurance covers so there's little chance of any nasty surprises when you claim.

However, in reality, most of us don't pour over every detail of the T&Cs before buying the cover – but even a little sense-checking goes a long way. It's worth going through the policy's general exclusions, as these place significant constraints on all the benefits your policy lists upfront. For example, your policy could have an exclusion against pandemic-related claims.

Also, if you have a medical condition, don't assume that it's covered unless the insurer has confirmed this in writing. Insurers usually won't cover pre-existing medical conditions unless they've been declared and added to the policy.

2. Keep key phone numbers to hand

Your policy documentation should list emergency contact numbers to call for guidance in medical emergencies and to begin claims.

Keep these numbers with you during your holiday so you don't have to search around for them in a crisis.

3. Have some emergency funds to hand (if you can)

Most policies come with a compulsory excess, which is money you'll need to pay towards the claim even if the insurer accepts it. On some cheaper policies, the excess can be as high as £500.

If your claim is comparatively small (for example, a claim for medical treatment that's less than £500), some insurers may ask you to pay upfront and reclaim the money from them later. This is ostensibly to avoid the claim creating further disruption in your holiday, but it means it's worth having access to some funds (for example, taking a credit card) if you can.  

4. Report crimes as soon as possible

Speed is of the essence if you're a victim of crime. If any of your belongings are stolen, tell the local police immediately.

Your insurer will want a crime reference number before you can pursue a claim and the conditions of some policies mean that you must report it within 24 hours.

If it's not possible to get to a police station, tell your holiday rep or hotel manager and ask them to help you put together a written report.

5. Keep all your receipts if you're delayed

Many insurers will reimburse you for food and drink and sometimes even accommodation if you're delayed, so remember to keep all your receipts to show your provider as proof.

You usually also need proof of delay from your flight or tour operator. It's much easier to do this at the time of the delay, so find a representative and ask them for written confirmation.

The same goes for lost luggage. If you arrive on your holiday but your bags haven't made the trip, you can also claim back expenses for essential items.

However, make sure you check your claim limits. These are usually quite modest and intended for necessities – with delayed luggage limits usually typically £250 or less.