For information relating to policies purchased prior to 8 November 2022, please check the Policy Wording provided with your purchase. You can contact us if you need this sent to you again. For policies purchased from 8 November 2022, please see below.
Specific documentation is requested to verify the facts of your claim. If you don’t have the requested documentation, you must tell us and you will need to discuss your options with your case manager.
As we’ve recently changed our insurer, please select the date you bought your policy:
For policies purchased on or after 1 September 2021
If you don't have the documentation required with your claim:
- Receipts: You can try asking the store you purchased the item from to provide you with a copy of the purchase receipt, or see if you have a credit card statement with the details. If the item was a gift, you will need to ask the person who gave it to you for the receipt or a copy of it.
- Reports: Try to contact the relevant authority or person and ask them to give you a copy of the report (or some other documentation in writing). In some cases, organisations or airlines simply do not provide reports in writing. If this is the case, try making a note of the company/organisation you contacted, the person you called, their position and their contact details in case we need to contact them directly to clarify the facts of your claim. (You will be able to enter these details on the documents page.)
- Repair reports: If you're claiming for damaged goods, you may need to get a repair report if you don't already have one.
For policies purchased before 1 September 2021
If you don't have the documentation required with your claim:
Ask the store you purchased the item from to provide you with a copy of the purchase receipt.
If the item was a gift, you will need to ask the person who gave it to you for the receipt or a copy of any of the above.
Try to contact the relevant authority or person and ask them to give you a copy of the report (or some other documentation in writing).
In some cases, organisations or airlines simply do not provide reports in writing. If this is the case, make a note of the company/organisation you contacted, the person you called, their position and their contact details in case we need to contact them directly to clarify the facts of your claim. (You will be able to enter these details on the documents page.)
If you're claiming for damaged goods, you will need to get a repair report if you don't already have one.
Any requested documents eg medical certificates, information, evidence, and receipts must be obtained by you at your expense.
This is only a summary of cover and does not include the full terms, conditions, limits, and exclusions of the policy. You should read your policy wording in full, so you understand what is and isn’t covered. If you are unsure about your level of travel cover, please contact us for help.
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