Travel Claim Guidance Notes

Your Cancelled Trip

Once you have spoken to one of our Claims Advisers and received a claim form in the post, the information provided below will assist you in completing the form.

IMPORTANT:

Check your policy for any applicable excesses or limits before submitting your claim.

Please provide the documents listed within for the type of claim you are making. Submit your claim only when you able to supply ALL the relevant ORIGINAL documents or explain why these are not available.

You can supply copies of certain documents only where indicated.

Please remember that your claim may be delayed if insufficient documentation is supplied and that some claims may need additional documentation and/or investigation.

Please write your claims reference number on each original or copied document that you forward to us. We recommend you keep copies for your own records.

For ALL claims, you will need to send in documents relating to TRAVEL INSURANCE and EVIDENCE OF ORIGINAL BOOKING

• Booking Invoice, travel itinerary, flight/travel tickets, accommodation costs [evidence required for each person you are claiming for]. This tells us who travelled and the scheduled outward and return travel dates.
• Does your surname differ from that of the person who is causing the claim? If so, you must provide certified evidence showing the relationship between you (i.e. marriage, birth certificate etc).
• Has your name changed (due to marriage, divorce etc) and is different from the name on the documentation you are sending us? Please provide certified documentary evidence of this.

Are you claiming for cancellation of your trip because of:

• Medical Reasons?
  Please request the GP of the person causing the cancellation to complete the Medical Certificate in full, and to stamp it with their official practice stamp.
  There may be a charge for this which is payable by you.
  Your claim cannot proceed without this.
• Death?
  Please request the GP of the person causing the cancellation to complete the Medical Certificate in full, and to stamp it with their official practice stamp.
  There may be a charge for this which is payable by you.
  In addition to this, we require a copy of the death certificate.
  Your claim cannot proceed without these.
• Redundancy?
  We need an official letter from your employer which tells us how long you were employed, in what capacity (full-time, part-time etc), when you were first informed about your redundancy and length of service.
  Your claim cannot proceed without this.
• Jury Service / required as a Court Witness?
  We require the official documentation that was issued by the court which confirms that it is necessary for you to attend a court hearing, as well as the reason for attendance.
  Your claim cannot proceed without this.
• Other reasons?
  If you are claiming for cancellation due to a reason not listed above, please provide a full description of the events giving rise to the claim and provide official supporting documentation.
  Your claim cannot proceed without this.

For PACKAGE HOLIDAYS

• Cancellation invoice confirming that the trip was cancelled, the person(s) who cancelled, and the final amount that you were charged by the tour operator.
  To obtain this, please contact the company with whom you booked the trip. Your claim cannot proceed without this.
• Unused tickets or vouchers. The taxes on travel tickets are not usually covered and we would deduct the cost of these from the claim.
  You might however be able to recover these costs from the airline yourself, and we will return your original tickets to you for this purpose.
  In the event that no cancellation invoice is available, please submit the original unused tickets to us before sending them to the airline.
  Your claim cannot proceed without these.

For INDEPENDENT TRAVEL

• Unused tickets or vouchers. The taxes on travel tickets are not usually covered and we would deduct the cost of these from the claim.
  You might however be able to recover these costs from the airline yourself, and we will return your original tickets to you for this purpose.
  In the event that no cancellation invoice is available, please submit the original unused tickets to us before sending them to the airline.
  Your claim cannot proceed without these.
• Accommodation receipts that show the amount pre-paid for your accommodation.
• Confirmation that no refund is available to you or a document confirming charges made.
  Such documents tell us the amount upon which your claim will be based.
  Your claim cannot proceed without this.