What happens if I don't have some of the documents you ask for?

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.


Related Articles

View more

Can't find the answer you are looking for?

Contact us
  • All contact details
  • Emergency Assistance Contact
  • Claims contact

Contact our Emergency Assistance Team

For help in an emergency, contact the Emergency Assistance Service. They are available 24 hours a day, 7 days a week.

Contact us

Phone

For policies purchased on or after 1 September 2021:


+353 (0) 90 6406460

_________________


For policies purchased on or after 1 November 2018:


+353 21 237 8003


+61 2 8263 0470

Email

For policies purchased on or after 1 September 2021:

[email protected]

For policies purchased on or after 1 November 2018:


[email protected]

Contact our Claims Team

We’re here to help if you have a question about your claim.

Contact us

Phone

For policies purchased on or after 1 September 2021:


+353 (0) 90 6406460

_________________


For policies purchased on or after 1 November 2018:


1800 903 008


+353 21 237 8001

_________________


For policies purchased before 1 November 2018:


+44 (0)330 660 0549


0330 660 0549


+44 (0)330 660 0549

Email

For policies purchased on or after 1 September 2021:

https://worldnomads.claims.axa.travel/

_________________

For policies purchased on or after 1 November 2018:

[email protected]

_________________

For policies purchased before 1 November 2018:

[email protected]