Claims Information

If you are unfortunate enough to need to make a claim on your policy, the Claims Team will make sure that your claim is dealt with efficiently and fairly, based upon the terms and conditions set out in your policy wording.

Below we’ve pulled together some information to help you through each stage of your claim, to make it as easy for you as possible.

Starting Your Claim:

It’s quick and easy to start your claim with Collinson (our insurer)—it only takes a few minutes and can be done at any time convenient for you.

The easiest way to make a claim is via Collinson’s secure website. Submitting a claim online allows you time to gather all necessary documents and eliminates the need of waiting on postal services. You can kickstart your claim here.

The online claims portal is available 24/7, with decisions provided straight away for certain claims.

• You can also call Collinson directly at 0333 005 1064, where a member of their team will assist in starting your claim.

If you feel like you’re missing something, don’t worry—you can ask the team any questions you have about your claim, and they will guide you through the process.

The Claims Process:

For claims other than emergency medical expenses or curtailment:

• Check the relevant section in your policy wording document to see if you’re covered. If it appears you are not covered, Collinson’s team can still help by directing you to alternative organisations (such as airlines, tour operators, or household policies) that may provide coverage for your loss.
• Ensure you know which documentation is required to make a claim (e.g., receipts, crime reports, cancellation invoices).
• Keep copies of all submitted information and documents sent to Collinson. The team may request original documentation when assessing your claim.
• Retain any damaged items related to the claim, as Collinson may need to assess them during the claims process.

Collinson’s Claims Team:

• May request further information depending on the circumstances of your claim.
• May appoint a loss adjuster to discuss your claim in person.
• Will settle any valid claims by bank payment, minus any excess stated in your policy.

Top Tips & Guidelines:

• Bring details of your travel insurance policy with you on your trip, especially information regarding what to do in a medical emergency.
• For all claims, you will need your booking invoice, confirming your booking and travel dates.
• For cancellation or curtailment claims, a cancellation invoice will also be required.
• Obtain written confirmation (including reasons) from your airline, ferry, railway, or coach operator for any travel delay or cancellation claims.
• For lost or damaged belongings, report the incident to the police, tour rep, hotelier, or another independent party, and obtain a written crime or incident report.
• Keep all receipts, accounts, and documentary evidence, as you will need these to support your claim.
• Do not discuss, agree, or pay any potential claims against you for personal liability, as this may affect coverage. Obtain witness statements, receipts, valuations, or repair reports, and send them to Collinson for assessment.
• Submit written notice of your claim as soon as possible, and no later than 60 days after the incident.