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How to make a Claim

There are details in your Policy Document of how to make a claim on your travel insurance. We have listed out here all the parts of the policy you can claim against, so just follow the instructions here.

Note all claims must be submitted within 60 days of the incident giving rise to the claim, or your claim may be denied.

  • Medical Claims

    This is the most important part of any travel insurance policy, and is essentially broken down into urgent medical cases, like you being admitted to hospital, need a helicopter rescue or where outpatient expenses are likely to exceed £500. Then there are non-urgent outpatient claims where you need to visit a Doctor if you’re feeling ill, or visiting a Dentist.

    In-patient treatment or out-patient treatment expected to be over £500.

    If serious injury is incurred in which you are admitted to hospital, call our 24 hour Emergency Medical Assistance Service on +44 20 7183 3751 as soon as possible. You will be given advice on what to do and the assistance you require. All original receipts for medical consultations / treatment / medication etc. should be retained and submitted to support your claim. The 24 hour Emergency Medical Assistance Service will normally settle bills directly with the hospital.

    Out-patient treatment less than £500 in Spain, Greece, Cyprus, Egypt, Turkey and Portugal.

    If you need out-patient medical treatment and the costs are likely to be less than £500 please provide a copy of your Validation Certificate to the doctor and your treatment will be paid by ChargeCare International in line with the policy wording. In such cases, the doctor will ask you to fill in a simple form to confirm the treatment and may request you pay the policy excess. The doctor will then send the medical bill and supporting documentation to ChargeCare International for repayment.

    Out-patient treatment less than £500 in all other countries not listed above.

    Download a Medical Claim form using the link below. All original receipts for medical consultations / treatment / medication etc. should be retained and submitted to support your claim.

    Download a medical claim form

    To complete these forms online, please use Adobe Reader. If you don't have this on your machine, just download it here.

  • Cancellation Claims

    The travel agent, tour operator, provider of transport or accommodation must be contacted immediately and you must obtain a cancellation invoice. The original tickets and booking forms/receipts will also be required to support your claim.

    Download a claim form using the link below, complete it and send it off with all original documentation. The claims service will advise you of any other additional supporting documentation required (this will be dependent upon the reason for the cancellation).

    Download a cancellation claim form

  • Curtailment Claims

    Curtailment is when you have to end your trip early to return home, due to a medical issue which you have or if you have to return home early due to a medical issue with an immediate relative or travelling companion.

    Call the 24 hour Emergency Medical Assistance Service on +44 20 7183 3751. Their authorisation must be obtained before you cut short your trip. All original ticket stubs/booking forms/receipts should be retained and submitted to support your claim.

    Download a claim form using the link below, complete it and send it off with all original documentation. The claims service will advise you of any other additional supporting documentation required (this will be dependent upon the reason for the curtailment).

    Download a curtailment claim form

  • Baggage Claims

    Written proof of the incident must be obtained from the police, the accommodation management, tour operator or carrier within 24 hours of the loss/theft. If the loss occurs during travel, you must obtain a property irregularity report from the carrier. For all item(s), pair or sets of items over £100, you will also be asked to provide the original receipts. If you cannot find original receipts, other proof of ownership (such as bank / credit card statements and photographs of yourself wearing the item) might be offered to support your claim instead.

    If personal baggage is delayed obtain a written report from the carrier (e.g. airline, shipping company etc.) detailing the length and the cause of the delay. Retain all the receipts which relate to any emergency replacement items you have purchased.

    Download a claim form using the link below, complete it and send it off with all original receipts. The claims service will advise you of any other additional supporting documentation required (this will be dependent upon the type of claim).

    Download a baggage claim form

    Download a delayed baggage claim form

    To complete these forms online, please use Adobe Reader. If you don't have this on your machine, just download it here.

  • Money Claims

    Written proof of the incident must be obtained from the police, the accommodation management, tour operator or carrier within 24 hours of the loss/theft. You might be asked to provide proof of the withdrawal of the money from the bank. Please remember that the loss of money must occur whilst it is carried on your person or whilst it is left in a locked safety deposit box.

    Note we don’t cover stolen credit cards. Before you go, e-mail yourself the telephone numbers of all your credit card issuers, and contact them immediately should you cards be lost or stolen. Once you’ve advised them you’re then not responsible for any losses incurred as they’ll stop the cards.

    Download a claim form using the link below, complete it and send it off with all original documentation.

    Download a money claim form

  • Travel Delay Claims

    Written confirmation must be obtained from the airline, shipping, coach or train company stating the period of the delay and the reason for the delay. Please remember that cover for travel delay is provided for specific reasons only:

    a) strike or industrial action (provided that when this policy was taken out and or the trip was booked, there was no reasonable expectation that the trip would be affected by such cause)

    b) adverse weather conditions

    c) the mechanical breakdown or technical fault of the aircraft, coach or sea vessel

    Download a claim form using the link below, complete it and send it off with all original documentation.

    Download a travel delay claim form

  • Missed Departure Claims

    Written confirmation must be obtained from the Transport Company, police or roadside assistance service confirming the location, reason and duration of the delay.

    Download a claim form using the link below, complete it and send it off with all original documentation.

    Download a missed departure claim form

  • Personal Liability and Legal Assistance Claims

    Obtain as much information as possible, including police reports, witness details and any photographs. You must NOT admit liability at any time. The Claims Service must be notified immediately by email on claims@mstream.co.uk or by phone on +44 330 660 0549 (from overseas) or 0330 660 0549 (within UK).

  • Financial Failure Protection Claims

    To claim, either visit the IPP website at www.ipplondon.co.uk and download a claim form or write to IPP Claims Office, 22-26 Station Road, West Wickham, Kent BR4 0PR, tel +44 20 8776 3752, email info@ipplondon.co.uk. The claim should be advised to us as soon as reasonably practicable and in any event within 14 days. IPP will only accept claims submitted up to six months after the failure. Any claims submitted after the six month period will NOT be processed.

Claim FAQ’s

  • I need to see a Doctor; what do I do?

    If you feel unwell on your trip, go and see a Doctor. One of two things will happen; they’ll either get you admitted to hospital (so our 24 hour Emergency Medical Assistance Service need to be informed immediately) or they’ll give you a check-up and possibly prescribe some medicine for you. Hopefully, this shouldn’t cost more than $200 or so, so keep the receipts.

    If you lose a filling or get terrible toothache, this insurance covers you for "emergency dental treatment to relieve pain". The amount does vary per policy from £250 on the True Value to £500 on the Traveller Plus. So, again find a local dentist and get your tooth seen to. Note the phrase "relieve pain". We don’t pay for any cosmetic dentistry at all, so if you’ve lost a cap or your dentures, that’s down to you to sort out. This travel insurance will not pay for it.

    The medical emergency service is only there for medical emergencies or where medical assistance is going to cost more than £500. If you feel under the weather on your travels, just go to a local pharmacy or see a Doctor; please don’t phone the medical emergency service for general advice. Ask the hotel where you’re staying for a local Doctor, check with your Embassy or ask other travellers for a recommendation.

  • Your Luggage has been delayed by the airline?

    If you’re waiting by the baggage carousel and everyone has left and your bag hasn't appeared, immediately go to the airlines Baggage Desk which should be close by. Register your loss with them and complete a Property Irregularity Report (PIR). Also, ask the airline there and then for some compensation for you to buy some necessities. Some airlines will give you $100 or so as an interim payment, but they don’t have to.

    If you have taken out Baggage & Personal Effects cover on your policy, you can claim for "Delayed Baggage" up to the amounts details on the Table of Benefits depending on which Policy you bought.

    Carry on chasing up with the airline, and hopefully your bags will be delivered to you in a day or so. After 3 days, most airlines will assume your baggage has been lost. Then, go to the airlines website and put in a claim with the airline. Airlines, under the "Montreal Convention" have to compensate your luggage to a maximum of XDR1131 (which is a UN Currency) but it equates to around £1050/€1250 which they will pay after 21 days. In most circumstances this will cover your baggage anyway, but if it doesn’t and you took out Baggage cover with your insurance, you can put in a further claim on your policy.

  • You have broken your laptop/camera

    Well, don’t throw it away! Take it to an authorised repair centre, either wherever you are or on your return home if you’re due back home soon. If they can repair it, keep the receipts. If they cannot repair it, get written confirmation from them stating that they couldn’t repair it, detailing the item and the serial number. Note you do have to prove you actually owned said laptop/camera to start with, so CSA will need to see the original purchase receipt. If the item is of high value and was a gift you will still need to provide evidence of ownership in the absence of the original purchase receipt.

    Do remember that we cover your baggage for loss, theft or damage, but we don’t cover wear and tear, denting or scratching, or "moth or vermin" damage. So if your camera or laptop just stops working for some unknown reason, it’s probably at the end of its natural life so any claim would probably be denied.

    The single item limit varies depending on which policy you purchase, and is detailed clearly when you buy your policy. The most you can claim back is £100 for any one item which you do not have the original purchase receipt, or other proof of ownership like the box it came in, the manual, or a photo of the item in your possession. In the case of "Specified Items" where we will insure one or two items up to £450/£750 each, you must have the original receipt for that, or again other proof of ownership.

    Just download the "Baggage" Claim form to make a claim if this happens.

    Note for valuables, this policy will not pay out for loss or damage if such item is left unattended. For example, if you are in a bar and leave your laptop on a table whilst you go and order drinks from the bar this would be classed as being left unattended and any claim will most probably fail.

  • Can I email my claims form in?

    If you're still abroad and may not be returning to your home country for some time, you can scan all your claims documentation, to include the completed claim form, receipts, proof of ownership and police reports for any items which may have been lost, and e-mail it to claims@truetraveller.com. Our claim service, CSA, aim to settle all claims within 10 working days, and if they have any queries they will respond to you by email within that timeframe.

    Please do not destroy any original receipts, as our Claims Service may still need to inspect original documentation and therefore may subsequently ask you to post that to them.

  • How long until I get my money back?

    We’ve always used a company called Claim Settlement Agencies for our claims, and they are quick. If your claim documentation is all in order, usually they’ll turn round the claim and credit your bank account with your monies back within 2 weeks. Note they will deduct the excess applicable to your policy, unless of course you’ve taken the Excess Waiver out when you bought your policy.

  • What if the Claims people are slow?

    If you’re not happy with the service you receive, either from the assistance service or the claims service, contact us immediately and we will get onto it straightaway.

Valuables

Means Watches, furs, jewellery, photographic equipment, binoculars, telescopes, computers and or accessories (including laptops, tablets, e-readers, games & gaming consoles), mobile telephones, video equipment, drones (UAV), camcorders and audio equipment including personal stereos, DVD, iPods and MP3 players, CDs, DVDs, tapes, films, cassettes, cartridges, headphones, musical instruments, televisions and satellite navigation equipment.


Valuables

Means jewellery, watches, gold, precious stones and articles made of/or containing gold, silver or precious metals, photographic, TV, audio, CD’s, MP3 Players, video, computer, GPS/navigation, electrical equipment, binoculars, optical equipment, telescopes and animal skins.


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Policy Download

To view the True Traveller Insurance policy wording please click on the image below:

Insurance Book
Note for old policies:

For policies purchased between 1 April 2016 and 31 March 2017 please click here

For policies purchased between 1 March 2015 and 31 March 2016 please click here


To view our Policy Wording your computer requires Adobe Reader. If your computer does not yet have Adobe Reader installed then you can download it from here.

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Our Insurer

Your True Traveller Policy is insured by AWP P&C S.A., Dutch Branch, trading as Allianz Global Assistance Europe, part of the Allianz Group, one of the world’s largest insurance companies.

Insurer

According to Forbes Magazine, Allianz are even bigger than Microsoft, so you’ll be in good hands!


Already Travelling – No Problem

If you’ve already started travelling, and you previous insurance has run out, or you simply forgot before you left to take out travel insurance, you can simply apply online and get cover immediately.


Do however note, if you have already lost an item of baggage, have already seen a medical professional or are feeling ill or have been injured and about to see a medical professional, then we can’t help. Insurance is there to assist you in the event that something may happen, not for things which have already happened.


91 Activities as standard

Your Traveller Policy includes 91 activities as standard, which includes Bungee Jumping, Horse Riding, Safari Touring, Scuba diving to 18M and lots more activities you may end up partaking in on your trip. We even include non-manual work if you’re on a Working Holiday, and include bar and restaurant work as well.


We have our Adventure Pack and Extreme Adventure Pack you can select when you apply for your Insurance with us, which covers even more activities, to even include Rock Climbing, Trekking to unlimited altitudes as well as light manual labour again if you’re on a Working Holiday.


24/7 Medical Assistance Service

If you have an accident on your trip and end up in Hospital, we have a team at Intana Global in London who have multi-lingual staff and medical professionals on duty, 24 hours a day, 7 days a week.


They will be able to assist you and get your medical bills paid, and in cases where it’s medically necessary, arrange to fly you back home for further medical attention.


Choose your Activity Pack

The Traveller Pack is included as standard on all our policies. However you can upgrade to more adventurous activities to ensure you are covered when undertaking these activities. If there’s an activity not listed, just contact us and we will see if we can get it included for you.

Traveller Pack
Abseiling Aerobics
Archery Athletics
Badminton Ballet
Banana Boating Baseball
Basketball Black Water Rafting (grades 1-3)
Bowls Bungee Jumping (2 jumps)
Camel riding (day tour) Canoeing (inland/ coastal – grades 1-3)
Caving (sightseeing/ tourist attraction) Recreational Visit only Cheerleading
Clay pigeon shooting Cricket
Croquet Cruising (Cruise Ship)
Curling Cycling (incidental to the trip)
Cycling (on an organised tour) Dodge Ball
Dragon Boating (inland/ coastal waters) Dune Bashing
Elephant riding Field Hockey
Fitness Training Fishing (inland/ coastal waters) - Sports/ Leisure fishing only – no commercial or rock fishing
Floorball Flying (as a fare paying passenger in a licenced scheduled or chartered aircraft or helicopter)
Football (Soccer) Go Karting
Golf Gymnastics
Horse riding (leisure/ social/ non-competitive) - No racing/ jumping Hot Air ballooning
Ice skating (indoor) Ice skating (outdoor) on a commercially managed rink
Jet boating (inland/ coastal waters) Jet skiing (inland/ coastal – grades 1-3)
Kayaking (inland/ coastal – grades 1-3) Kite boarding (on land or water)
Lacrosse Martial Arts training (non-contact)
Motorcycling (on road under 125cc) (Helmet must be worn) – No Motorcycle Touring Netball
Non Manual/ Clerical Work # Orienteering
Outdoor endurance courses up to 3 miles Outward Bound Pursuits
Paint Balling/ Airsoft Parachuting (1 jump)
Parasailing/ Parascending (Over water) Racquetball
Rifle range/ Sports shooting River Boarding/ Hydro Speeding (grades 1-3)
Roller Skating/ Rollerblading Rounders
Rowing/ Sculling (inland/ coastal waters – no white water) Running/ Jogging (up to half marathon distance)
Safari Travel Sandboarding/ Sand Skiing
Sailing (inland/ coastal waters) Scuba Diving (up to 18 metres in depth)
Segway Tours (Helmet must be worn) Skateboarding (ramp, half pipe, skate park, street)
Snorkeling Snowshoeing (Flat Terrain)
Softball Speed Boating (inland/ coastal waters – no white water)
Squash Stand up Paddle Surfing/ Paddle Boarding
Surfing Swimming (pool; enclosed, inland/ coastal waters)
Swimming with Dolphins/ Whales/ Whale Sharks Table Tennis
Tandem Skydive (1 jump) Tennis
Trampolining Trekking up to 2,500 metres
Triathlon up to Sprint Distance Tubing on rivers (grades 1-2)
Ultimate Frisbee Volleyball
Wall Climbing (Man-made Climbing Walls) – No soloing Water Polo
White Water Rafting (grades 1-3) Windsurfing (inland/ coastal)
Yoga Zip Lining
Adventure Pack
Aerial Safari Bicycle Polo
Black Water Rafting (grades 4-5) Bouldering – No soloing
Boxing (training only) Bungee Jumping (3 or more jumps)
Camel Trekking (overnight/ main mode of transport) Canyon Swinging
Canyoning Canoeing (inland/coastal – grades 4-5)
Cycle Touring (No intercontinental touring) Dirt Boarding
Dogsledding (on recognised trails) Elephant Trekking (overnight/ main mode of transport)
Fencing Fishing (outside coastal waters/ deep sea) – Sport/ Leisure Fishing only
Fly By Wire Glacier Walking
Kayaking (inland/coastal – grades 4-5) Kite Buggy/ Kite Surfing/ Kite Wing (land, water)
Land Surfing Marathons
Martial Arts - Judo/ Karate only (training only) Motorcycling (on road over 125cc) (Helmet must be worn) – No Motorcycle Touring
Mountain Biking (off road/ cross country) Outdoor endurance courses up to 8 miles
Outrigger canoeing (inland/ coastal waters) Quad Biking (Helmet must be worn)
Permitted Manual Work * Rock Climbing (outdoor/ traditional/ sport climbing/ bolted/ aid climbing) – No soloing
Roller Hockey Sailing (outside coastal waters)
Scuba Diving (up to 40 metres in depth) Shark Cage Diving
Spearfishing Trekking up to 4,500 metres
Triathlon to Middle Distance Via Ferrata
Volunteering Water Skiing/ Wakeboarding/ Wake Skating (No jumping)
White Water Rafting (grades 4-5) Zorbing
Extreme Adventure Pack
American Football Australian Rules Football (AFL)
Caving / Potholing (as part of a group, not ice; known routes only) Cycle Racing/ Time Trial
Cycling - BMX Flying (as pilot or passenger of a private light aircraft) - No Stunt/ Aerobatics or Commercial flying.
Gaelic Football Gliding
Horse Riding (Equestrian, Dressage, Show Jumping, Eventing) Motorcycling (on road over 125cc) (Helmet must be worn) – No Motorcycle Touring
Mountain Biking (using downhill trails and/or mechanical lifts) Outdoor endurance courses up to 13 miles
Rugby (League/ Union) Scuba Diving (up to 50 metres in depth)
Tandem Paragliding (1 flight) Trapeze/ High Wire
Trekking over 4,500 metres Water Skiing (Barefoot)

# Non Manual/Clerical World means professional, clerical or administrative work or working as a classroom teacher, classroom assistant, au pair, child-minder, bar and restaurant work.

* Permitted Manual World means general farm work and fruit picking. This includes driving tractors and other similar farm vehicles so long as you comply with any appropriate license requirements; doctor, nurse, midwife and care work (including medical elective trips but not dental elective); light building and DIY e.g. painting, decorating or basic construction work using light power tools only. Permitted Manual Work is not covered if it involves the use of plant/trade/industrial machinery, non-domestic power tools or working at a height of over 2 metres.

Please Note: The above list of activities is subject to the full policy terms and conditions which we suggest you read to ensure you are happy with the cover you elect to arrange.


Are you already travelling?

Can I take out this Insurance if I’m already abroad?

If you are normally a resident of the UK or an EEA Country and your insurance has run out, you may take out cover online with us for Single Trip policies. This is on the understanding that nothing has occurred at the time of taking out the cover which has led to a claim or may lead to a potential claim. Obviously, this insurance will not pay for your belongings if you’ve already lost them, medical bills if you’ve already incurred them or any other events known to exist at the time of arranging cover which might give rise to a subsequent claim. Note, purely as an anti-fraud measure, there is no cover in the first 48 hours after you’ve taken out your policy, except of course in the case where you suffer an injury as a result of an accident.

Please note if you are already travelling, you MUST select this option otherwise your Policy is not valid.

If I take out Insurance and get ill, where will I get repatriated to?

In the unlikely event of this happening, you will be repatriated back to your home country as long as the appropriate geographic premium has been paid and it has been agreed by the 24 hour Emergency Medical Assistance Service.

Please Note: The above FAQ’s are subject to the full policy terms and conditions which we suggest you read to ensure you are happy with the cover you elect to arrange.


Where do you normally live?

Please select one of the options of your Country of Permanent Residence. Please note we can only insure people who are permanent residents of the UK or another country in the EEA.

Your Country of Permanent Residence is the country where you:

  • Are a citizen or a legal permanent resident
  • Have access to medical care in that country through a National Health Insurance Scheme and/or private health insurance
  • Will be medically repatriated to for ongoing medical care if it’s necessary in the event you have a bad accident or becoming very ill on your trip
  • Have unrestricted and unconditional right of entry
  • Have a residential address

Note if you have recently been travelling, we do not have any minimum residency requirements. This means, for example, if you are a British Passport holder and have right of abode in the UK, we are not concerned as to how many months in the past year you have been in the UK provided at the time of arranging this insurance you fulfil all the requirements as set out above.


Choosing your date

When selecting a start date for Multi-Trip policies please note that cancellation cover for any trips will not commence until the start date you choose, therefore the start date of your policy should not be the start of your holiday unless no cancellation cover is required.


Note that for Single Trip policies, cancellation cover is in place from the date you purchase your policy.


Travellers Ages

Please enter your age that you are today. For infants aged under 1, please enter 0 as the age.


Travelling To Caution

Please select where you are travelling to.


Residence Caution

Please choose your country of residence.


Blank Age Caution

Please enter your age.


Min Age Zero Caution

Age cannot be zero.


Caution

Please note to enter any sort of financial contract the individual purchasing the insurance must be 18 years of age or older.

By continuing, you are confirming that you are a parent or legal guardian on behalf of the child to be insured.


Already travelling Caution

Please check already travelling checkbox.


Important Notice


We are able to offer travel insurance for you if you’ve left home and already travelling but only on the strict understanding that nothing has occurred yet which has led to a claim or may lead to a potential claim.

This means, for example, that if you have already lost an item of baggage, have already seen a medical professional or are feeling ill or have been injured and about to see a medical professional, then this policy will not pay for any part of any claim, and any claim attempted in such situations may be treated as fraud, which is a criminal offence.

There is a 48 hour waiting period before the insurance takes effect as an anti-fraud measure. However, in the event of an injury sustained in an accident which is verifiable, then you are covered from the date cover commenced.

Note there is no 14 day cooling off period when already travelling overseas so no refund of premium will be made in the event you cancel the policy.


Maximum duration Caution

Sorry, the maximum length of a policy you can have is limited to 366 days if you are 50 years or age or more. Please amend your End date to  in order to get a quote.

Please amend your end date accordingly, and remember it's always possible to extend cover with us even if you're still travelling at the end of this period.


Trip Type Maximum duration Caution

Sorry, the maximum length of a policy you can have is limited to 548 days (18 months). Please amend your End date to  in order to get a quote.

Please amend your end date accordingly, and remember it’s always possible to extend cover with us even if you’re still travelling at the end of this period.

Note: If you need 2 years cover, please change your destination to Worldwide including USA & Canada.


World Wide Trip Maximum duration Caution

Sorry, the maximum length of a policy you can have is limited to 731 days (24 months). Please amend your End date to  in order to get a quote.

Please amend your end date accordingly, and remember it’s always possible to extend cover with us even if you’re still travelling at the end of this period.


Maximum Advance Booking Caution

Sorry, you can only start a policy with a commencement date up to 364 days from today’s date, so please amend your start date.


Caution

Sorry, due to the fact that the majority of our insurances are for adventurous activities or for backpackers, the maximum age we are able to insure to is 65.

We therefore recommend you visit goodtogoinsurance.com, who are specialists in arranging travel insurance for persons aged over 65. You can go straight to their website by clicking here or you can telephone them on 0330 024 9949.


Start Date Caution

Please select the travelling start date.


End Date Caution

Please select the travelling end date.


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Regulatory Notice

enRegulatory

Please note that this website, all documentation and communication in relation to this policy is available in the English Language only.


Important Notice


We have detected that you are using a computer which doesn’t appear to be located in your Country of Permanent Residence.

Please be aware that you must choose the “Already Travelling” option on this page to ensure your policy is valid. Without the Already Travelling endorsement shown on your Policy, the policy is simply not valid and claims may be declined.

You may of course be purchasing this insurance for someone else, or you may be using a Corporate Internet routing through another country which we cannot detect, so if that is the case then please contact The True Traveller by telephone where one of our operators will be pleased to assist.


Start Date Caution

The start date of your insurance is in the past. Please correct the start date.