How to file a travel insurance claim that gets paid
A successful claim usually starts long before you fill in a form. It starts with what you do in the first few hours, and with the paperwork you collect while you still can.
By the StarHolidays Editorial Team Updated 4 min read
Key takeaways
- In a medical emergency, get treatment first, then call your insurer's assistance line as soon as you can.
- Missing documents and late filing are among the most common reasons claims are refused or delayed.
- Get written proof at the time. It is much harder to obtain from home weeks later.
- A refusal isn't always the end: ask for reasons in writing and use the complaints process.
On this page
In the moment: what to do first
Medical emergency. Your health comes first, so get treatment. Then call the assistance line as soon as you or someone with you can. Many policies expect to be told about hospital admission and evacuation, and may need to approve a move in advance. Arranging an evacuation yourself could leave you paying for it.
Theft or loss. Report it to the police within the time your policy requires, generally as soon as possible, and get a written report. Report lost bags to the airline before leaving the airport and get a property irregularity report or similar reference.
Delay or cancellation by a carrier. Ask the airline or operator for written confirmation of what happened and why. Ask them for a refund or rebooking too, because insurers don't generally pay what the carrier should.
You need to cancel before departure. See a doctor where relevant, then cancel your bookings promptly. Waiting can increase your cancellation charges, and your insurer may not pay the extra.
The documents you'll need
| Type of claim | What to collect |
|---|---|
| All claims | Policy number, itinerary, booking confirmations, proof of payment |
| Medical | Doctor's report with diagnosis and dates, itemized bills, prescriptions, payment receipts |
| Cancellation | Medical certificate or other proof of the reason, cancellation invoices, refunds received |
| Interruption | Proof of the reason, unused bookings, receipts for your extra travel |
| Delay | Carrier's letter confirming the delay and its length, receipts for meals and hotels |
| Theft | Police report, proof of ownership and value, such as original receipts or photos |
| Baggage loss or delay | Airline report, tag number, airline's compensation details, receipts for essentials |
Take photos of everything as you go, and keep the originals. If you can't get a document at the time, ask for it by email so you have a written trail.
Filing the claim
- Check the deadline. Your policy sets the time limit for notifying the insurer and for returning your paperwork. Treat those as hard limits and aim to beat them comfortably.
- Read the benefit again. Match your claim to the wording, including the definitions.
- Claim from other sources first if required. Airlines, hotels, credit cards and health plans may need to pay their share first.
- Submit everything together. Most insurers offer online claims portals. Keep copies of what you've sent.
- Write a brief, factual timeline. Give dates, places and what happened, and leave out speculation.
- Keep a record of contact. Note dates, names and reference numbers from each call or email.
Why claims get refused
Industry sources repeatedly point to the same reasons:
- Missing documentation. Insurers need evidence, and an unsupported claim is unlikely to succeed.
- Late filing. Policies set a time limit for notifying the insurer and submitting paperwork.
- Undisclosed pre-existing conditions. One of the best-known reasons medical claims fail.
- Not a covered reason. A policy lists reimbursable events, and yours may not be one of them.
- Foreseeable events. Events are usually covered only if they were sudden and not known when you bought.
- Buying after the trip had started. That can lead to refusal for problems that began before cover did.
Our guide to common exclusions explains how to avoid most of these.
What to do if your claim is refused
A refusal isn't necessarily final. Here's a sensible sequence:
- Ask for the reason in writing, including the specific policy clause they're relying on.
- Compare it with your policy wording. Is the clause being applied correctly? Do its definitions actually fit what happened?
- Provide what's missing. If the problem is evidence, get it and resubmit.
- Use the insurer's formal complaints process. Write a short letter setting out the facts, the clause and what you want them to do.
- Escalate externally. Depending on where you live, this may be a state insurance department, an ombudsman or a national regulator. Your policy or final response letter often explains your options.
- Consider help. Some comparison sites offer advocates who can assist their customers. Larger disputes may justify legal advice.
Keep it calm and factual. Clear documents and a reference to the policy wording will always do more for your claim than frustration, however justified it is.
Before your next trip
Set up a folder in cloud storage before leaving home. Add your policy, your bookings, a photo of your passport and photos of valuable items with their receipts. If something goes wrong, you'll be able to find the evidence from your phone, wherever you are.
Frequently asked questions
How long do I have to file a travel insurance claim?
It depends on your policy, which sets specific time limits for notifying the insurer and supplying documents. Check this section before you travel and report problems as early as possible.
How long does it take to get paid?
It varies by insurer and by how complex the claim is. Complete paperwork generally speeds things up. Ask for an expected timeframe when you submit and follow up in writing if it passes.
Do I have to pay medical bills up front?
Sometimes. Some insurers can arrange direct payment with the hospital, particularly for large bills, but small bills are often paid by you and reimbursed later. Call the assistance team early to ask.
What if I lost my receipts?
Ask the provider for duplicates, and use card statements and booking emails as supporting evidence. Insurers may still accept alternative proof, but a claim without any evidence of the amount is difficult to pay.