Navigating the claims process is straightforward with our easy-to-follow steps.
*If your claim is payable, you’ll receive payment based on the coverage outlined in your plan.
To help with the claims process, having the right documentation ready is key. Below is a list of what you'll typically need to submit your travel insurance claim successfully.

Proof of Travel: Flight tickets, hotel bookings, cruise itineraries, or other travel confirmations.
Proof of Incident: Police reports for theft, medical reports/bills for injury or illness, airline letters for delays/cancellations, or property irregularity reports for lost/damaged luggage.
Proof of Loss/Expense: Receipts for emergency purchases, medical treatments, replacement items, or any other out-of-pocket expenses.
Personal Identification: A copy of your passport or other government-issued ID.
Bank Details: For direct deposit of approved claims.
Report your claim and we’ll send forms with instructions. Send copies, keep originals. Below are examples of forms needed.
Report your claim and we’ll send forms with instructions. Send copies, keep originals. Below are examples of forms needed.
Report your claim and we’ll send forms with instructions. Send copies, keep originals. Below are examples of forms needed.
Report your claim and we’ll send forms with instructions. Send copies, keep originals. Below are examples of forms needed.
While every trip is unique, certain situations frequently lead travelers to file claims. Familiarizing yourself with these common scenarios can help you better understand when and how your plan can protect you. Here's a look at the types of claims we process most often, offering insight into what to expect.
When you notify us of your claim, we’ll ask questions to determine what’s needed and send you a claim package with forms and instructions. You do not need to provide originals—please send copies and keep the originals.
No, please do not highlight anything on your documents as information could appear to be redacted. To call out information to our claims analysts in your supporting documentation, please mark with an asterisk or check mark.
Call us at 800-243-2440, Monday–Friday, 8:00 a.m.–6:00 p.m. ET for assistance.
In certain circumstances, airlines or travel suppliers do issue full or partial refunds, so we need to review the exact refund provisions that they offer. The refund statement also confirms the date that the trip was cancelled.
Proof of payment (credit card statement, cash receipt, or cancelled checks) is required to validate the exact claim amount.
We do not require original documentation, such as original receipts, death certificates, etc. If you are mailing your documents, please send us copies and retain the originals. We do not send back documentation provided.
If you booked your trip through a travel agent/coordinator, the Unused Trip Expense Form is required because it breaks out airfare from land/sea travel costs and also verifies any refunds available for unused portions of your trip.
If the medical documentation that you (or your attending physician) submit is incomplete or insufficient to render a decision, additional information may be requested to include, but not limited to, medical records. i.e., We may request additional information to substantiate that the medical condition is covered under your plan and, where applicable, to include a pre-existing medical condition investigation.
If you booked your trip through a travel agent/coordinator, the Unused Trip Expense Form is required because it breaks out airfare from land/sea travel costs and also verifies any refunds available for unused portions of your trip.
We take care of translation and necessary currency conversion. If you have paid by credit card, you can submit the credit card statement so we can reimburse the foreign transaction fee for covered expenses that the credit card has already charged you.
You can go to the Claims Status page to check if your claim has been started or paid, and you can contact our Claims Department at 800-243-2440 Monday-Friday 8:00 a.m. to 6:00 p.m. EST for additional assistance. If you have a customer profile, you can also log in to see the status of your claims.
You as the claimant must provide a written statement authorizing us to reimburse a specific alternate party.
You as the claimant must provide a statement via email ([email protected]), mail (P.O. Box 6503, Glastonbury, CT 06033), or fax (1-860-430-2363) indicating your new address.
You can submit a written statement (by mail, email, or fax) appealing against the decision along with any additional supporting documentation, such as medical reports and receipts.
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