Making a Claim

If something’s gone wrong and you need to make a claim through the claims handling company, the below information should help.

How to make a claim

Making a claim online is the quickest and easiest way to process your claim.

✔ Submit a claim online anytime 24/7

✔ Need to take a break? Just save and resume your claim anytime.

For policies purchased on or before 31st May 2023

Please submit your claim online at https://www.submitaclaim.co.uk/AL.

To discuss an existing claim, please contact Claims Settlements Agencies Ltd on 01702 427268, quoting ‘AllClear Travel Insurance.’

Phone lines are open Monday to Friday, 9 am to 5.30 pm (excluding bank holidays).

For policies purchased on or after 1st June 2023

Please download a claim form from www.reactiveclaims.com.

To discuss an existing claim, please contact Reactive Claims on 01420 259055 or email info@reactiveclaims.com.

Phone lines are open Monday to Friday, 9 am to 5 pm (excluding bank holidays).

Please ensure you notify us within 30 days of your trip ending of any occurrence likely to give rise to a claim.

How long do travel insurance claims take?

How long a claim takes to process depends on how complex it is and what documentation has been provided. If all necessary documents have been given to the claims handlers when the claim is logged, the process is usually resolved within 5 working days. However, this can take longer, if documents are missing, or further clarification is needed.

Tips to avoid your claim getting rejected

Claims which fall outside of the policy terms and conditions will be rejected.

For all claims aside from emergency medical treatment, you have 30 days to log the claim from your return to the UK. Make sure you log your claim within this timeframe, even if you are still awaiting some information.
Make sure that you read the policy wording, especially the section under which you are claiming and the general conditions and exclusions. Only claims that fall within the policy terms will be considered.
Lost, stolen or burgled property needs to have been reported to the police within 24 hours, and you’ll need an official police report to make a claim.
Under many sections of the policy, you’ll require official letters/reports to support your claim. For example, claims for delayed departure will need an official letter from the transport provider stating the reason for the delay and how long it lasted. Make sure you obtain these official documents as soon as possible.

Please provide as much detail as possible and any evidence that will assist the claims team.

What to do before you make a claim

The most important thing to do before you make a claim is check that your policy provides cover for the event you wish to claim for.

Some of the most common reasons for a claim being declined include the following:

Claim excluded under section
Reason for claim is not covered
Travel delay was less than 12 hours
Below policy excess
The wrong level of cover

What documents do you need to make a claim?

What you’ll need to log a claim varies depending on the type of claim you are making. Please see the tables below for a breakdown of the most commonly required documents. As each claim is unique, please be aware that sometimes you may be asked to provide evidence not listed here.

The sooner you can provide us with all the information needed to log your claim, the faster the claim process will be. We can settle claims within 5 working days, commencing when the claims handler has received all relevant information and documentation to confirm claims cover.

The below documentation is needed for all claims.

Booking invoice
Fully completed claim form or online claim
Insurance certificate

Cancellation

You’ll need to provide proof of cancellation, which will vary depending on why you cancelled your trip.

Cancellation by third party	Medical cancellation	Death of a close relative or travel companion
Cancellation invoice/s from travel agent, airline or accommodation provider.	Medical certificate completed by GP. This needs to be completed by the GP of the individual whose illness/injury/death has caused the claim. For Covid, you’ll need evidence you have tested positive, e.g. NHS e-mail or report from a private provider. This must confirm the date you took the test and the date you received their results.	Death certificate. This must confirm the cause of death.

Cancellation by third party

Medical cancellation

Death of a close relative or travel companion

Cancellation invoice/s from travel agent, airline or accommodation provider.

Medical certificate completed by GP.

This needs to be completed by the GP of the individual whose illness/injury/death has caused the claim.

For Covid, you’ll need evidence you have tested positive, e.g. NHS e-mail or report from a private provider.

This must confirm the date you took the test and the date you received their results.

Death certificate.

This must confirm the cause of death.

Emergency Medical & Hospital Benefit

Please provide the following evidence for claims relating to emergency medical treatment you had while abroad.

Medical Report

This must confirm the diagnosis you received abroad.

Itemised invoices for the costs incurred

The total amount shown on the invoices should be the same as the amount that you are claiming for, and we should be able to see an itemised breakdown of this total figure to determine how the total amount was made up.

Relevant documentation for any other associated costs claimed, i.e. flights and/or accommodation.

Baggage/Personal possessions

The following will be needed if you are claiming for lost or stolen items.

Police Report or other evidence that the items claimed have been reported as lost/stolen.

Proof of Ownership of the items claimed.

This can be a receipt, invoice, order confirmation e-mail or bank statement showing the purchase. If the item was a gift, we can consider a statement from the person who gave it to you.

Any documentation provided as proof of ownership must confirm the date of purchase and the amount paid.

Repair estimate.

If an item is damaged, a repair estimate detailing the cost to repair the item.

If the item is beyond economical repair, confirmation from the company/shop/person you took the item to in order to determine if it can be repaired.

Travel Delay & abandonment

If you are delayed for at least 12 hours or are forced to abandon your trip due to a long delay, please provide the below.

Written confirmation of the reason why the flight was delayed or cancelled.

This can be an e-mail or letter from the airline. Generally, airlines generate a templated letter for insurance purposes that confirms the length and reason for the delay.

Written confirmation that the airline could not offer an alternative flight within 12/24 hours.

In the event of abandonment, you will need written confirmation from the airline (letter, e-mail, web chat transcript) stating that they could not offer an alternative flight within the timeframe outlined in your policy wording.

Frequently asked questions

Why would a travel insurance claim be denied?

There are a number of reasons a claim would be denied. The most common are that the claim either falls outside of the policy terms and conditions, or that the costs incurred are lower than the excess. It is important to check your policy wording before you log a claim to avoid this.

What if I am unhappy with the outcome of my claim?

If you are unhappy with the outcome of your claim, you can request that your claim is reviewed by the relevant team. However, if you are challenging a declined claim, you will need to provide further evidence regarding this. If you are still unhappy, you can log a complaint regarding the claim.

Can I travel on a policy if I have claimed on it?

If you have a single trip policy, no. However, our annual multi-trip policies can be travelled on again, no matter how many claims you have made before.

Can I cancel a policy if I have claimed on it?

No. Once you have claimed on a policy it cannot be refunded as you are considered to have used the policy for its purpose.

Do Travel Insurance policies have a “no claims” discount?

Travel Insurance does not have “no claims” discounts, as your premiums do not increase if you do make a claim.

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