What to do if you have to cancel your trip due to illness or injury.

  1. 1. Rearrange or cancel your bookings

    As soon as you know that you won’t be able to use any pre-booked or pre-paid accommodation, transport or tours, you must try to rearrange them, or if necessary, cancel.

    Just remember, if you decide to rearrange, we’ll only pay up to the amount it would have cost you to cancel those arrangements. If you don’t rearrange or cancel straight away, we won’t cover any additional rearrangement or cancellation costs that arise as a result. But you should only cancel arrangements when it’s absolutely necessary. For example, if your doctor says you can’t fly for two days, but you cancel a three week trip, rather than putting it back by two days, we’ll only cover cancellation of two days’ worth of accommodation, not the entire booking.

  2. 2. Get it in writing

    To support your claim, you’ll need to get the following:

    • Doctor (or other medical practitioner)’s report, confirming what happened and the nature of the illness or injury.
    • Hospital Admission report (if the person was admitted to hospital)
    • Ambulance report (if they were involved)
    • Police report (if they were involved)
    • Any other relevant documentation related to what happened.

  3. 3. Keep your itineraries and receipts

    You’ll need to keep your receipts, itineraries and booking and cancellation confirmations including details of any refunds received for any affected transport and accommodation.

    Our suggestions should help you avoid unnecessary costs, gather the right evidence and help keep your claim hassle free.