Travel Claim Guidance Notes

Your Personal Possessions
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Your Money
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Your Passport

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.

Did you have your MONEY lost or stolen while in your own care?

• Police report. This is a report that would have been issued by the local police at the time of reporting the loss or theft whilst you were on holiday. If you were not given a report, please make this clear as to why and give us the case reference number you were given instead.
• Evidence of money possession prior to loss. We require evidence of possession and value of the lost or stolen cash that you are claiming.
  This could include bank statements, currency exchange receipts, credit card statements, cashpoint slips etc., and must show the amount you had available for your holiday, and immediately before the loss.
  We may also require proof of the arrangements you made after the loss, to have sufficient money available for the remainder of your holiday.

Did you have your PASSPORT lost or stolen while in your care?

• Police report. This is a report that would have been issued by the local police at the time of reporting the loss or theft whilst you were on holiday. If you were not given a report, please make this clear as to why and give us the case reference number you were given instead.
• Receipt for replacement passport confirming when you obtained your replacement passport, where you obtained your replacement passport and how much you paid for your replacement passport.

Were your PERSONAL POSSESSIONS stolen, lost, damaged or delayed while in transit?

• Property Irregularity Report. Also known as a 'P.I.R', this is a report which confirms the damage to, loss of or delay of your baggage and must have been obtained whilst at the airport. It is issued by the baggage handlers/airline.
  
  If a P.I.R was not obtained, please clarify why and send in copies of the correspondence sent to the airline/baggage handler when you tried to trace your baggage or report its damage.
  
  If your baggage or personal possessions are lost or damaged, you must make a written report to the airline within 7 days or if it is delayed, within 21 days. Please let us have proof that this has been done, as well as any letters / reports you may have received from the airline or their representatives.
• Confirmation from the airline/baggage handlers that they have completed all searches for your missing baggage and that they now consider it to be irretrievably lost.
• Passenger tickets / check-in tags. Please provide any travel documentation that was issued by the airline with whom you travelled.
• Proofs of purchase following delayed baggage. This will show the type of and cost of the essential items you bought while your baggage was delayed. This can include receipts and credit card statements.
• Proofs of purchase of lost or stolen baggage. This will show that the items lost or stolen belonged to you, the date you bought them and the price you paid. This can include receipts, credit card statements etc.
• If actual proof of purchase is not available, we can accept evidence of ownership in the form of packaging, instruction manuals, guarantees, CD inlay cards, photographs, and valuations issued prior to the loss etc

Were your PERSONAL POSSESSIONS stolen or lost while in your own care?

• Police report. This is a report that would have been issued by the local police at the time of reporting the loss or theft whilst you were on holiday. If you were not given a report, please make this clear as to why and give us the case reference number you were given instead.
• Loss report. In the event that you did not report the loss or theft to the police, you need to forward any reports issued to you by your tour operator, holiday rep, hotel etc.
• Proofs of purchase. This will show that the items lost or stolen belonged to you, the date you bought them and the price you paid. This can include receipts, credit card statements etc.
• If actual proof of purchase is not available, we can accept evidence of ownership in the form of packaging, instruction manuals, guarantees, CD inlay cards, photographs, and valuations issued prior to the loss etc

Were your PERSONAL POSSESSIONS damaged while in your own care?

• Repair estimate/confirmation beyond repair. If your possessions are damaged, you must take them to a reputable dealer and have them provide a repair estimate or confirm the item(s) are beyond economical repair.
  If it is impossible to obtain either of these, you would need to send the item(s) to us.
  This must be done at your own expense.