Making a claim

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As the travel insurance brochures will tell you, accidents can happen. And if they happen on your holiday, then you need to know what you are expected to do under your travel insurance policy. Otherwise you risk a claim being denied in part or in full by the insurer.

Here is some information you should keep in mind about making a claim:

  1. Check your policy to see if the relevant section for your loss is subject to an excess and check what the excess is. If you have losses under different sections check them all.

  2. If you are filing a claim for cancellation of a trip and have had to obtain a VISA, you can still claim the reimbursement of the fee you paid to obtain the VISA. On the other hand, if the VISA is valid for a number of months or years and can be used for future trips, the right to claim reimbursement of this fee is invalidated.

  3. You are required to report any losses or thefts to Police authorities in order for a claim to be paid. If the loss or theft occurred in a particular place such as your hotel you will also need to report it to the hotel management. This should be done within 24 hours of your discovering the loss. Keep a copy of the police report to present it to your insurers when you return. You also need to check any deadlines for making a claim with the insurer.

  4. If your baggage is lost or gets damaged during the journey, report it at the airline desk before you leave the airport. You will receive a “Property Irregularity Report”. You will need to present this to insurers. Then write to the airline and tell them of your loss within seven days. This applies to any other form of travel i.e. by sea, train etc. Insurers will not be able to meet your claim if you don’t submit a “Property Irregularity Report” for baggage lost or damaged in transit.

  5. You need to keep the receipts of any expenses that you incur because of an insured event that you might claim on your return. These could include the cost of replacing essential personal effects when your baggage is lost for more than twelve hours or receipts for the purchase of foreign currency. Remember insurers will require you to substantiate the size of your claim.

  6. You should not admit or deny liability for any loss or try to negotiate any amounts.

  7. When travelling, carry with you details of the emergency assistance offered by your insurer. ALWAYS take a copy of the policy with you on holiday so that you know what to do if something goes wrong.
    Remember: Even though you might have purchased your insurance policy from your travel agent, you must make any claims to the insurance company.



Last updated: Sep 07, 2016

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