Travel Claims Centre

Step 1

Request a Claim Form

Before you can submit a claim, you must first complete the "Request a Claim Form" section in order to validate your identity. Once verified, we will send over the appropriate claim form which will include your unique claim reference number. We will also send you a letter confirming any other documents required to substantiate your claim.

Step 2

Submit Your Claim

Once your claim form has been received and completed, please upload this and all supporting documents to our Secure Messaging page. You may also use the Secure Message form to send additional information for an existing claim. When submitting a new claim, please be sure to include ALL relevant information including but not limited to the following as this will enable your claim to be processed quickly and efficiently.

  • All invoices for the exact amount you are claiming for including all fees and taxes.
  • Evidence of any refunds you may have received.
  • Any correspondence about pre-existing conditions or medical procedures.
  • Additional documentation to support the reason for your claim.
Step 3

What's Happens Next?

On receipt of your claims form and supporting documentation, we will review your claim in accordance with the terms and conditions of your policy. An excess (deductible) may be deducted for each person claiming. The details of any excesses which applies to your coverage will be included with your certificate of insurance. We suggest that you carefully review your insurance documents as this will help you to understand the basis on which we settle your claim.

Frequently Asked Questions

How long will it take to receive my claim form?

After submitting your claim form request, it can take up to 48 hours for our claims team to verify your identity. 

Why have I been directed to IMG to submit my claim?

IMG is the claims administrator for your current insurance company. 

Why do I need to validate my identity before submitting a claim?

You must first submit the claim form request so that IMG can verify you are insured under the insurance company selected. This also adds a level of security to prevent others from submitting a false claim under your information.

Once I receive and download my claim form, where do I submit it?

When you have completed your claim form, please upload this and all supporting documents to our Secure Message Center. You may also use this form to send additional information for an existing claim. When submitting a new claim, please be sure to include ALL relevant information including but not limited to the following as this will enable your claim to be processed quickly and efficiently.

Will my information remain protected and private?

All of your personal health information (PHI) and personally identifiable information (PII) is secured, protected, and private.

How long will it take to process my claim?

After your claim form and supporting documents are submitted, please allow 5 business days for IMG to respond. Remember that careful and full completion of your claim form and supporting documents will enable us to handle your claim quickly and effectively.  

Required Documents Checklist

Cancellations

If you have cancelled your holiday or trip and intend to make a claim then you will need to send us the following:

  • The booking invoice for your trip showing us exactly what you paid (and therefore what you are claiming). This should include details of any booking fees and taxes you have paid.
  • Proof of payment for the trip costs. By way of a copy of your bank / card statement.
  • Evidence of any refunds you may have received following the cancellation of your trip.
  • Details of the cancellation costs you have incurred (e.g. a copy of the tour operators invoice), unused tickets or email confirmations pertaining to these costs. It is essential that the documents you provide clearly show the date the trip was cancelled and any amounts which you have not been refunded (i.e. the costs you are claiming for). This includes the costs of any accommodation and travel you have booked directly.
  • If you are cancelling your claim due to a bereavement, a copy of the death certificate is needed.
  • For all claims pertaining to the death or illness of a person then our medical certificate will need to be completed by the GP of the person whose death or illness has given rise to the claim.
  • If you have had cause to speak to anyone about a pre-existing medical condition when your insurance was arranged please send us any correspondence received by you.

Curtailment (your trip was cut short)

If you have cut short your trip and intend to make a claim then you will also need to provide the following information:

  • The booking invoice for your trip showing us exactly what you paid for your trip including any booking fees and taxes.
  • Proof of payment for the trip costs.  By way of a copy of your bank / card statement.
  • Evidence of any unused portion of your holiday which you are claiming for from your Tour Operator, Holiday Company, Travel Agency, Airline etc.
  • Evidence of any additional costs incurred to return home (e.g. flight tickets and accommodation costs).
  • If you are curtailing your claim due to a bereavement then we will need to see the death certificate (which we will return).
  • For all claims arising as a result of the death or illness of a person then our medical certificate will need to be completed by the GP of the person whose death or illness has given rise to the claim.
  • Details of any conversations you had with the 24 Hour Emergency Assistance helpline in the course of arranging your return to the UK (note it is a requirement of your policy that arrangements to return home are approved in advance by the Emergency Helpline). If you were given a reference number please provide it.
  • If you have had cause to speak to anyone about a pre-existing medical condition when your insurance was arranged please send us any correspondence received by you.

Medical Expenses

If you have incurred medical expenses, including prescribed medication costs and need to make a claim then you will also need to provide the following information:

  • Original receipts to show any monies you have paid for your treatment and copies of any medical records, including admission and discharge reports which may have been given to you.
  • The booking invoice for your trip, showing the names of those travelling, the dates of travel and destination.
  • If you have incurred transport or accommodation expenses as a result of your medical condition then you will also need to provide original receipts in relation to these costs.
  • In the event that you were in contact with the Medical Assistance Service then we will also require details of any conversations or agreements which were made with them, including any reference number issued to you.

If you have had cause to speak to anyone about a pre-existing medical condition when your insurance was arranged please send us any correspondence received by you.

Travel Delays / Missed Departure

If your trip was delayed or you missed your departure, you will also need to provide the following information:

If claiming for a Travel Delay

  • Written confirmation from the relevant carrier (Airline, Train, Tour Operator or Ferry Service) confirming the reason for the delay and both the original/intended departure time and the eventual time of departure.
  • The booking invoice for your trip, showing the names of those travelling, and the dates and times you were originally booked to travel and destination.

If claiming for a Missed Departure

  • A written report from the breakdown service you used if your vehicle broke down on the way to your departure point.
  • The booking invoice for your trip, showing the names of those travelling, and the dates and times you were originally booked to travel and destination.
  • In the event of your failure to reach your original departure point as a result of a public transport operator a letter from them confirming the incident.
  • Evidence of the additional travel expenses you incurred in reaching your destination, by way of invoices and proof of payment, including receipts or bank / card statements.

Please note that you may not claim for both travel delay and expenses incurred due to missed departure and that any settlement made in respect of travel delay is in the form of a benefit only.

For missed departure claims, you must take reasonable steps to commence and complete your journey.

Regrettably, we are unable to consider claims that arise from traffic delays or not allowing sufficient time to travel.

Personal Accident

For all claims under the Personal Accident Section of the policy you need to send us:

  • Details of your insurance policy, including your policy number and your Insurance Certificate or a copy of the email you received confirming your insurance.
  • The booking invoice for your trip showing us exactly what you paid (and therefore what you are claiming
  • A completed Medical Declaration.
  • If the claim relates to the death of an insured person we will also require (as appropriate) the Death Certificate, Grant of Probate or letters of administration.
  • Where relevant we may also require Police and Coroner's reports and inquest findings.

We appreciate the sensitive nature of these, and we won’t be fully aware of all the information required before the claim is submitted. As a result of this, it’s likely our team will request more specific information once the details are initially reviewed.

We also suggest that you carefully review the Personal Accident Section of the policy as this is in the form of a benefit payment which is dependent on the nature and extent of any injuries.

Lost Baggage / Money or Theft

If you have lost your baggage or money or it has been delayed or stolen then you will also need to provide us with the following information:

  • The booking invoice for your trip showing us exactly what you paid for your trip including any booking fees and taxes
  • Receipts to show the evidence of ownership and the value of the items you are claiming for. If the items were purchased on the internet you can also send us a print out of your account purchase history. If you do not have this evidence you may also send bank or credit card statements. In some circumstances we may also accept original packaging for the item or photographic evidence that you owned the items
  • If you are claiming for items which have been stolen you will need to provide a written report to show that the loss was reported to an appropriate authority e.g. police, airline or hotel representative (note that most polices require thefts to be reported to the police within 24 hours)
  • If your luggage has been lost by an airline you will need to provide a Property Irregularity Report (PIR) and a letter confirming that the luggage is irretrievably lost before we can settle any claims. You will also need to provide evidence of the luggage being checked in e.g. luggage recovery tags and boarding passes

If you are also intending to claim for Money you will need to provide:

  • Evidence to support the amount lost/claimed e.g. bank withdrawal slips, bank statements or foreign currency transaction slips.

Please note that we do not cover the cost of Replacement Passports or other travel documents. Under certain policies we may consider the reasonable travel and accommodation costs to obtain a replacement passport. If you intend to claim for these costs please provide evidence of the costs you incurred.

Winter Sports and Piste Closure

If you are claiming under Piste Closure section of your policy you will need to provide:

  • Written confirmation from the resort confirming the dates of closure and the exact reason for the closure.
  • The booking invoice for your trip, showing the names of those travelling, the dates of travel and destination.
  • Proof of your ski pass to confirm which piste you were originally meant to use.

If you are claiming for the loss of Ski Passes you should have reported the loss to the police (or relevant alternative authority) within 24 hours and obtained a report confirming same

Winter Sports Luggage

If you are claiming under the Winter Sports Luggage Section of your policy in relation to ski equipment loss or delay you will also need to provide us with the following:

  • For ski equipment delay we will need written confirmation of the reason for the delay and length of delay from the relevant carrier
  • If you are claiming for the loss of ski equipment we will need to see evidence that you owned the items and of their value
  • In the event that the airline was the cause of the delay of your equipment or that the airline have lost your equipment we will require a Property Irregularity Report (PIR)
  • Where items are damaged we will require evidence of the damage in the form of a written estimate of repair or alternatively a letter confirming that the item is beyond reasonable repair. In both instances this correspondence will need to be provided by a reputable retailer who specialises in ski equipment

Personal Liability

In the event that you wish to make a claim under the Personal Liability Sections of the policy, you will need to provide us with the following:

  • The booking invoice for your trip showing us exactly what you paid for your trip including any booking fees and taxes.
  • A statement clearly outlining the nature and extent of the damage which has resulted from your actions together with details of any witnesses.
  • Any correspondence you have received pertaining to accusations against you for damage or injuries caused.

You must never admit, accept or confirm responsibility / liability for an incident without first receiving our approval. If this is done without the insurers consent, cover may be affected.

Request a Claim Form