What should I do if I'm having trouble submitting a claim?

First of all, thanks for your patience. If you’re having trouble submitting a claim, it could be because of one of the following reasons:

You don't have a membership

The easiest way to make a claim is online, but you need to have a membership to do so. You can create a membership on this page. You’ll need to enter your email and the policy number of your last purchase. Once you’ve created a membership, you should follow the prompts to make a claim, which starts with selecting the policy you want to use to make a claim.

You need a password reset

If you’ve already signed up for a membership but don’t remember your log-in details, you can contact us to get your password reset. Use 'Password Reset' as the subject line. This process can take some time, so please be patient.

Your policy is missing in your account

It’s possible that you checked out as a guest even though you have a membership, which is why your policy isn’t showing up in your account. You’ll need to contact the customer service team to request a membership merge ( Select 'Travel Insurance' and 'My Membership' in the contact form.) Once the merge is complete, you’ll be able to start a claim.

You can't upload your documents

Check to see if your attachments fit our formatting requirements: we accept emails, text and Word documents, jpegs and pdfs, and each document should be no larger than 5mb. If you’re still having issues, you may need to email your documentation to [email protected] or send it through the mail to the address below: 

Trip Mate
9225 Ward Parkway, Suite 200
Kansas City, MO 64114

Be sure to make copies of the originals for your own records.

The website isn't working

Sometimes the website gets finicky. If you’ve tried using a different browser or device and still have no success, contact the service team who can help you set up a claim.


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