Introduction
Most travellers only think carefully about their travel insurance policy at one of two moments: when they buy it, or when they urgently need it. This guide focuses on the second moment, walking through exactly what to do if something goes wrong on a trip, what documentation your insurer will actually ask for, and why travel insurance claims commonly get rejected, so you know what to expect and how to give your claim the best possible chance.
This is a general educational guide, not financial advice. Claims processes and requirements vary between insurers, so always check your own policy documents and contact your insurer directly for guidance specific to your situation.
Key Terms Explained
- Property Irregularity Report (PIR)
- A report completed with the airline at the airport when baggage is lost, delayed or damaged, generally required as evidence for a baggage claim.
- Emergency Assistance Line
- A 24-hour telephone service most travel insurers provide for medical emergencies and other urgent situations abroad.
- Excess
- The amount you contribute towards a claim before the insurer pays the remainder, which can differ by claim type.
- Curtailment
- Cutting a trip short and returning home early for a covered reason, such as a medical emergency or bereavement.
- Final Response
- An insurer's formal written conclusion to a complaint, after which you can refer the matter to the Financial Ombudsman Service if unresolved.
Why This Matters
A travel insurance claim often needs to be supported by evidence gathered at the time of the incident, not reconstructed afterwards from memory. Knowing what your insurer will need before you're in a stressful situation abroad, whether that's a medical emergency, lost luggage or a curtailed trip, makes it far more likely you'll gather the right evidence at the right moment.
See our Travel Insurance UK guide for the complete picture of what travel policies cover, and our Travel Insurance Excess Explained UK guide for how excess applies to different claim types.
What to Do While You're Away
Medical Emergencies
Contact your insurer's emergency assistance line as soon as reasonably possible, ideally before or during treatment where practical. Many policies require this so that treatment and costs are properly authorised, and the assistance team can also help coordinate care, liaise with local hospitals, and arrange repatriation if genuinely necessary.
Lost, Delayed or Damaged Baggage
Report the issue to the airline or transport operator immediately and obtain a Property Irregularity Report, since most insurers won't consider a baggage claim without one. Keep any receipts for essential items bought while your baggage is delayed, as many policies include a specific allowance for this.
Theft
Report theft to the local police as soon as possible and obtain a police report or reference number. Insurers generally expect this for theft claims, and delaying the report can weaken your claim even if the loss itself is genuine.
Cutting a Trip Short (Curtailment)
If you need to return home early for a covered reason, keep all documentation relating to why the trip was cut short, such as medical certificates or evidence of a bereavement, along with confirmation of any additional costs incurred returning home.
Documentation Insurers Actually Need
- Your policy documents and policy number.
- A Property Irregularity Report for baggage issues.
- Medical reports or receipts for medical claims.
- A police report reference for theft.
- Receipts for any costs you're claiming, including essential replacement items.
- Evidence supporting the reason for cancellation or curtailment, such as a medical certificate.
- Confirmation from any relevant third party, such as an airline, tour operator or accommodation provider.
How Different Claim Types Are Handled
| Claim Type | Key Evidence Needed | Where to Act First |
|---|---|---|
| Medical expenses | Medical reports, receipts, assistance line reference | Insurer's emergency assistance line |
| Baggage lost/delayed/damaged | Property Irregularity Report, receipts | Airline or transport operator |
| Theft | Police report reference | Local police |
| Cancellation | Evidence supporting the covered reason (e.g. medical certificate) | Insurer, once evidence is gathered |
| Curtailment | Evidence for cutting the trip short, cost receipts | Insurer's emergency assistance line |
Realistic Claim Timescales
Claim timescales vary considerably by insurer and by how complete your documentation is when you submit it. Straightforward claims with clear evidence, such as a well-documented baggage claim with a PIR and receipts, are generally processed more quickly than claims involving disputed circumstances, incomplete evidence, or medical assessment carried out abroad. Submitting your claim promptly, with everything the insurer is likely to ask for included from the outset, is the most reliable way to avoid unnecessary delay.
Why Medical Claims Can Take Longer
Claims involving overseas medical treatment often take longer to resolve than a straightforward baggage claim, since they can involve verifying treatment records with a foreign hospital, translating documentation, and confirming costs directly with the treating facility. This isn't usually a sign of anything wrong with your claim; it simply reflects the additional verification genuinely involved.
Setting Realistic Expectations
Ask your insurer directly what their typical process and expected timescale looks like for your specific type of claim, and keep a note of who you've spoken to and when, so you have a clear record if you need to follow up or escalate later.
Common Reasons Claims Are Rejected
Undeclared Pre-Existing Medical Conditions
This is one of the most common reasons a travel insurance claim is refused. Insurers price and agree cover based on the medical information you provide, so an undeclared condition relevant to the claim can result in it being rejected, even where the condition itself wasn't the direct cause of the loss.
Excluded Activities or Circumstances
Claims relating to an activity or circumstance the policy specifically excludes, such as an unlisted sport or working during the trip, are a frequent cause of rejection. Checking your policy's activity list and exclusions before you travel avoids this kind of disappointment.
Missing or Late Documentation
A missing Property Irregularity Report, a late police report, or simply not reporting the issue to the relevant party at the time can all weaken or invalidate an otherwise genuine claim.
Simply Changing Your Mind
Cancellation cover applies to specific listed reasons, not a general change of plans. Cancelling because your circumstances or preferences have changed, without a covered reason, generally isn't something a standard policy will pay out for.
If You Disagree With the Decision
If you believe your claim has been unfairly declined or underpaid, first raise a formal complaint with your insurer and ask for their final response. If the outcome still doesn't resolve things, you can refer your complaint to the Financial Ombudsman Service, which can independently review the decision. Keep a clear record of all correspondence and evidence throughout the process.
What to Include in a Complaint
Set out clearly why you believe the decision is wrong, referencing the specific evidence you provided and, where relevant, the exact policy wording you believe supports your position. Attach copies of everything you've already sent, since starting a complaint with a complete picture generally leads to a faster, more useful response than a brief note asking the insurer to reconsider.
Group and Family Policy Disputes
Where a claim involves more than one person on a family or group policy, keep each person's evidence and correspondence organised separately, even if you're pursuing the complaint together, since insurers often assess each individual's portion of a claim against the policy terms independently.
Digital and App-Based Claims
Many insurers now offer app-based or online claims submission, which can make it easier to upload photos, receipts and reports directly as you gather them, rather than assembling everything from scratch once you're home. Where available, submitting evidence as you go, even from your phone while still abroad, can help ensure nothing is lost or forgotten by the time you formally start the claim.
Real-World Examples
Example: The Value of a PIR
A traveller's suitcase is damaged in transit. Because they obtained a Property Irregularity Report from the airline at the airport before leaving, their subsequent baggage claim is processed smoothly with clear supporting evidence.
Example: An Undeclared Condition
A traveller requires hospital treatment abroad for an unrelated injury, but their claim is delayed while the insurer investigates a pre-existing condition that wasn't declared at the time of purchase, illustrating why accurate disclosure matters even when the claim seems unconnected.
Example: Escalating an Unresolved Dispute
A traveller disagrees with how their insurer assessed a cancellation claim. After receiving the insurer's final response and remaining unsatisfied, they refer the complaint to the Financial Ombudsman Service for an independent review.
Common Mistakes to Avoid
- Not contacting the emergency assistance line before arranging medical treatment abroad.
- Failing to get a Property Irregularity Report for lost or damaged baggage.
- Assuming a change of mind qualifies as a covered cancellation reason.
- Not declaring a relevant medical condition accurately at the time of purchase.
- Waiting until you're home to start gathering evidence for a claim.
Common Myths
- Myth: You can submit a baggage claim without a Property Irregularity Report. Most insurers require one as core evidence for a baggage claim.
- Myth: Travel insurance covers any reason for cancelling a trip. Cover applies to a specific list of covered reasons, not a general change of plans.
- Myth: You don't need to call the assistance line if the medical issue seems minor. Many policies require this regardless of how serious the issue first appears, since it affects whether treatment is properly authorised.
- Myth: If your claim is rejected, that's the end of the matter. You can complain to your insurer and, if unresolved, refer the matter to the Financial Ombudsman Service.
Frequently Asked Questions
What should I do first if something goes wrong on a trip?
Contact your insurer's emergency assistance line as soon as reasonably possible, particularly for medical emergencies, since many policies require this before treatment is authorised. For non-emergency losses, such as delayed baggage, report the issue to the relevant provider (airline, hotel, transport operator) at the time, since this creates the documentation your claim will later need.
What documents do I need for a travel insurance claim?
Typically your policy documents, proof of the incident (such as a Property Irregularity Report for baggage or a medical report for treatment), receipts for any costs claimed, and confirmation from the relevant third party, such as an airline or tour operator, where applicable.
How long does a travel insurance claim take?
This varies by insurer and claim complexity. Straightforward claims with complete documentation are generally processed faster than claims involving disputed circumstances, incomplete evidence, or medical assessment abroad.
Why do travel insurance claims get rejected?
Common reasons include undeclared pre-existing medical conditions, claiming for something excluded under the policy (such as an activity not covered), missing documentation, and delays in reporting the incident to the insurer or relevant third party.
What is a Property Irregularity Report?
A Property Irregularity Report, or PIR, is a report you complete with the airline at the airport if your baggage is lost, delayed or damaged. Most travel insurers require this as evidence to support a baggage claim.
Can I claim for a cancelled trip?
This depends on your policy's specific list of covered cancellation reasons, which commonly includes illness, injury, bereavement and certain other unavoidable circumstances, but excludes simply changing your mind. Evidence supporting the reason for cancellation is generally required.
What if I disagree with my travel insurer's claim decision?
First raise a formal complaint with your insurer and request their final response. If you remain unsatisfied, you can refer the complaint to the Financial Ombudsman Service, which can independently review the decision.
Does excess apply to every travel insurance claim?
Generally yes, though the excess amount can differ by claim section, such as medical expenses versus baggage, and can apply per person on a family or group policy. See our Travel Insurance Excess Explained UK guide for the full detail.
References and Editorial Standards
This guide is reviewed regularly by the ShopTera Editorial Team and reflects well-established UK travel insurance claims practice. Specific documentation requirements, timescales and claim outcomes vary by insurer and individual circumstances and should always be confirmed directly with your provider. This guide is intended for general educational purposes and does not constitute financial advice.
| Version | Date | Change |
|---|---|---|
| 1.0 | 20 August 2026 | Initial publication |
Conclusion
A successful travel insurance claim usually comes down to what happens in the moment something goes wrong, not what happens once you're home. Contacting the right people at the time, whether that's your insurer's assistance line, an airline, or the local police, and gathering the evidence they'll expect to see gives your claim a genuinely stronger foundation. Knowing the common reasons claims get rejected, particularly around disclosure and documentation, helps you avoid the most preventable pitfalls.