Travel Claim Guidance Notes

Delay During Your Journey
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You Missed Your Departure

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.

Was your journey delayed?
If so, you will need to make a claim for: TRAVEL DELAY

If the period of delay shown is less than the minimum period detailed in your policy you will not be able to claim.

• Carrier's / Agent's report which is an official report from the airline, shipping, coach or railway company showing the scheduled dates and times of departure and arrival, and the actual dates and times of departure and arrival.
  
  It must also show the reason for delay.
  
  This document should have been given to you at the time. If it was not, the relevant travel provider should make this available to you upon request. Your claim cannot proceed without this.

Did you choose to abandon your trip following a delay on an outward journey?
If so, you will need to make a claim for: ABANDONMENT

• Carrier's / Agent's report which is an official report from the airline, shipping, coach or railway company showing the scheduled dates and times of departure and arrival, and the actual dates and times of departure and arrival.
  
  It must also show the reason for delay.
  
  This document should have been given to you at the time. If it was not, the relevant travel provider should make this available to you upon request. Your claim cannot proceed without this.
• Unused tickets that will show us that your tickets were not used and that you did not travel.
• Cancellation invoice or official evidence of abandonment confirming any refunds. This will tell us that you did not travel and the amount you lost as a result of not travelling.

Did you not reach your departure point in time to board your flight and it departed without you onboard?
If so, you will need to make a claim for: MISSED DEPARTURE

• Letter from either the public transport provider showing the delay to the scheduled service or a report of the breakdown from the organisation [i.e. recovery company or police authority] who attended to you
• Unused travel tickets and receipts
• Additional accommodation invoices [this will not cover food or beverages]
• Written confirmation (see below) detailing the reason that you missed your departure and did not use your pre-booked method of travel.
  For example:
  If your own vehicle was directly involved in a Road Traffic Accident - a Police report
  If your own vehicle broke down - RAC, AA, Green Flag etc
  Failure / delay of public transport - letter from travel provider
• Additional travel receipts that show us the extra costs you had to pay in order to reach your booked destination. Without these we do not have an amount upon which to base the claim.
• Additional hotel costs you incurred while you were waiting for the next available flight to your destination. Please provide the receipts or invoices for these expenses. Any amount paid will be on a 'room only' basis.