When something goes wrong abroad, what you do in the first few hours can decide whether your claim is paid. This guide walks through the steps for making a travel insurance claim in the UK.
Step 1: Make sure you’re safe
If it’s a medical emergency, get treatment first. Your health comes before the paperwork.
Step 2: Contact your insurer’s emergency line
Most policies have a 24-hour emergency assistance number and require you to call before you agree to costly treatment or hospital admission, or as soon as possible afterwards. Keep the number somewhere you can reach without your phone, in case it’s lost or stolen.
Step 3: Report theft or loss
- Theft: report it to the local police and get a written report. Policies often set a time limit, such as 24 hours.
- Airline baggage: report the problem at the airport and get a Property Irregularity Report (PIR) before you leave. See what to do if luggage is lost.
- Hotel or tour operator: get written confirmation of any incident.
Step 4: Keep everything
Keep receipts, medical reports, invoices, boarding passes, photos and correspondence. Don’t throw away damaged items until the insurer says you can. See what evidence to keep.
Step 5: Don’t admit liability
If someone else is involved, avoid admitting fault and tell your insurer first.
Step 6: Complete the claim form
Submit the claim form with supporting documents as soon as you can. Policies set time limits for claims, so don’t delay. Be accurate and complete, because inconsistencies can slow things down.
Step 7: Respond to follow-up questions
The insurer may ask for more information or documents. Answer promptly and keep a record of who you speak to and when.
Step 8: Check the outcome
If the claim is accepted, the insurer pays it minus your excess. If it’s declined, ask for the reasons in writing and see why claims are rejected and how to appeal.
Tips to avoid delays
- Declare your medical conditions when you buy the policy.
- Take photos of damaged or stolen items’ receipts before you travel.
- Make claims in writing where possible and keep copies.
Frequently asked questions
How soon do I need to report a claim?
As soon as possible. Some policies set specific limits, such as reporting theft to police within 24 hours, so check the wording.
Do I need to call the insurer before medical treatment?
For serious or costly treatment, most policies require you to contact the emergency assistance team as soon as you can.
What if I lose my receipts?
Contact the shop or provider for copies, and provide whatever evidence you can, such as bank statements or photos. Keep originals safe in future.
Can I claim for more than one incident?
Yes, but you may pay an excess on each claim, so check your policy.
Related travel insurance guides
- Why Was My Travel Insurance Claim Rejected? Common Reasons
- How to Appeal a Rejected Travel Insurance Claim
- How to Prove Your Claim: Evidence to Keep When You Travel
- What Does Travel Insurance Cover? A Plain-English UK Guide
- How Much Does Travel Insurance Cost in the UK in 2026?
This article is general information, not financial or insurance advice. Always read the policy documents before you buy.
