Baggage Damage Claim: Know Your Rights & How to Claim

If you discover that your checked-in baggage have been damaged while in transit, the policy may cover the costs incurred to repair these damaged items. If the repair cost is more than the value of an item, we will assess the claim as if the item has been stolen.

The policy excess is applied to damaged baggage claims.

What you need to do if your personal baggage has been damaged by the carrier

  • Notify the carrier as soon as possible and obtain a written Property Irregularity Report (PIR). If you can’t obtain a PIR, then you must follow up within 7 days in writing to obtain this document.

  • We may request that you send in your damaged item to substantiate your claim. Your claim may be denied if this is not done.

  • Make a claim online for your damaged baggage and be sure to send in your supporting documentation.

Does my insurance cover my tech?

Watch the video to learn how our travel policy can provide cover for all of your tech gear during your travels.

What’s not covered

  • Any valuables and specified items listed on your Certificate of Insurance left unattended at any time (including in a vehicle or in the custody of carriers) are not covered for damage.
  • Valuables and specified high value items are covered for damage only when with you or locked in a safe or safety deposit box. No cover is applicable for valuables or specified items when checked in.
Travel insurance is not designed to cover everything, so take the time to read the full description of cover in the policy wording so there are no surprises if you do need to use it.

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Our contact details

We’re here to help if you have a question about travel insurance.

  • Monday to Friday 9:00am - 5:00pm (UTC/UTC+1) (For policies purchase on or after 1 November 2018)
  • Monday to Friday 9:00am - 5:00pm (GMT/BST) (For policies purchased before 1 November 2018)

Contact us


For policies purchased on or after 1 November 2018:

0800 260 5081

+353 21 237 8000


For policies purchased before 1 November 2018:

0330 660 0738

+44 (0) 330 660 0738