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How to make a Claim -

Policies starting TT only

The most important part of any travel insurance policy is “How to make a Claim”, and this page of our website details everything you need to know.

Please just click on the relevant section below to read full instructions on how to make your claim.

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

  • Medical Claims

    The medical part of your insurance with us covers you for urgent medical attention if there is a sudden and unexpected accident or if you become ill during a trip. Your travel insurance doesn’t cover any elective treatments you may choose to have, for example a general check-up or immunizations, nor for any minor, non-emergency treatment.

    It also doesn’t cover any prescription charges you normally incur at home, for instance the cost of inhalers if you suffer from Asthma, or contraceptives. In common with all types of insurance, there are some exclusions to cover, which you can read by clicking here

    Medical claims are always broken down into two categories. Out-Patient treatment which usually involve minor ailments which entail a visit to a pharmacy for some over the counter treatment, or a visit to a Doctor or a Clinic for treatment.

    Then there is In-Patient treatment, where you are admitted to hospital.

    Below is information about what you need to do in each case.

    Out-Patient treatment (under £500)

    If you have suffered a minor injury or have suddenly become ill just go to a local pharmacy and ask them for help. However, if you feel it’s so urgent you need to see a Doctor or go to a Clinic, just go. You do not need to get permission from us, so just go to the nearest medical facility. You can ask your hotel for this information, ask other travellers, or of course, you can just "Google" it. Although normally we don’t cover pharmacy costs, you can claim for your Doctors/Clinic fees and costs for any drugs you are prescribed. If the treatment comes to £500 or less, just pay and retain all the receipts.

    If the treatment you need requires on-going out-patient treatment then you must contact our 24/7 Emergency Medical Assistance Service immediately.

    If you're in the USA or Canada, you can call toll-free on 1 800 961 9870, and in the rest of the World you can call +44 20 7660 1505. Failure to contact them in the event of a claim of this type may result in your claim being reduced or even declined.

    If you need to see a Dentist, we do limit the cover to emergency dental treatment only to relieve pain. We don’t cover any sort of cosmetic dental work at all. Do note that there is a limit to emergency dental treatment of £250 on the True Value policy, £350 on the Traveller and £500 on the Traveller Plus policy.

    Note in the USA and Canada the cost of dentistry is very expensive. We suggest you Google dentistry schools attached to Universities as often they have clinics which are much less expensive than local services.

    Out-Patient treatment (over £500)

    If you attend a Clinic or Accident & Emergency Centre, and it’s expected that treatment will exceed £500, then you must contact our 24/7 Emergency Medical Assistance Service immediately.

    If you’re in the USA or Canada, you can call toll-free on 1 800 961 9870, and in the rest of the World you can call +44 20 7660 1505. Our Assistance Service will then take over your case and pay medical bills directly to the hospital or clinic. Failure to contact them in the event of a claim of this type may result in your claim being reduced or even declined.

    In-Patient treatment

    If serious injury happens and you’re admitted to hospital, then again contact our 24/7 Emergency Medical Assistance Service immediately.

    If you’re in the USA or Canada, you can call toll-free on 1 800 961 9870, and in the rest of the World you can call +44 20 7660 1505.

    If you’re unable to contact our 24/7 Emergency Medical Assistance Service prior to your admission to hospital, then you must contact them as soon as you can.

    They will then give advice on what to do and the assistance you require, and this will include direct settlement of your medical bills, and, if medically necessary, repatriate you back to your home country.

    How to Claim your expenses

    All our claims are done over the telephone with our claims service, CEGA, who are based in the UK.

    When you call them, please have your Policy Number, the receipts for your expenses and your travel details (i.e. the dates of your trip). You should also check the level of the excess you have on your policy by clicking here.

    CEGA are open Monday to Friday from 8am to 8pm, and on Saturday from 8am to 4pm. They are closed on Sundays and public holidays. If you’re back in the UK, you can call them on 020 7660 1479.

    Arrange a Call-Back

    If you’re still travelling, or don’t live in the UK, we can arrange to have CEGA call you. It can take up to 72 hours to arrange this depending on where in the world you are and when the call-back is arranged.

    Just click here to arrange a call back now.

    Please remember, if you require urgent medical attention, or your claim is likely to exceed £500, you must contact our 24/7 Emergency Medical Assistance Service immediately on +44 20 7660 1505. If you're in the USA or Canada, you can call toll free on 1 800 961 9870.

    About our Assistance and Claims Service

    In common with most travel insurance companies, we outsource our Assistance and Claims services to totally separate, specialist companies, for their expertise when it comes to emergency medical assistance, and to ensure total impartiality when it comes to settling claims.

    For all policies purchased from 1 April 2019, our assistance and claims service is operated by one company, CEGA.

    If you ever believe you think you are not getting the service you think you should be getting from CEGA, please get in contact with True Traveller immediately so we can help.

  • Baggage Claims – including Delayed Baggage, Valuables and Specified Items

    This is the section you need if you’ve had something stolen, you’ve lost something or an item has been damaged.

    The first thing to check is that you elected to have baggage included on your policy with us. If your Validation Certificate includes the wording “Section K (Baggage) Add-on” please read on. If it states “Section K (Baggage) Not Selected” then you have no cover for any losses incurred on your journey so you will not be able to claim against your travel insurance.

    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.

    In addition, you may have requested that a Specified Item, like a laptop, be included on your policy. Again, just double check your Validation Certificate to ensure you can claim.

    Delayed Baggage

    If the airline you’re flying with delays your baggage on your first flight out from your home country for more than 12 hours, then you can claim up to £25 for every 12-hour delay up to £75 on the True Value policy, £35 for every 12-hour delay up to £105 on the Traveller policy and £50 for every 12-hour delay up to £150 on the Traveller Plus policy. This is so you can buy any replacement necessities you needed whilst you were waiting for your luggage to arrive. Keep all the receipts, as this will be needed when making your claim!

    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.

    How to Claim for Delayed Baggage

    All our claims are done over the telephone with our claims service, CEGA, who are based in the UK.

    When you call them, please have your Policy Number and confirmation from your airline or shipping company detailing the length of the delay. . You should also check the level of the excess you have on your policy by clicking here.

    CEGA are open Monday to Friday from 8am to 8pm, and on Saturday from 8am to 4pm. They are closed on Sundays and public holidays. If you’re back in the UK, you can call them on 020 7660 1479.

    Arrange a Call-Back

    If you’re still travelling, or don’t live in the UK, we can arrange to have CEGA call you. It can take up to 72 hours to arrange this depending on where in the world you are and when the call-back is arranged.

    Just click here to arrange a call back now.

    Lost or Stolen Baggage

    In the case of each claim, you are required to obtain written proof of the incident relating to the loss or theft from the police, the accommodation management, tour operator or airline within 24 hours of the loss/theft. Without this written proof, any claim will most probably fail.

    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. Likewise, if you put your valuables in checked-in baggage on an airline, that is an exclusion on the policy and any claim would again most probably fail.

    In the case of an airline losing your luggage, after 3 days, most airlines will assume your baggage has been lost. Then, just go to the airlines website and put in a claim with the airline. Airlines, under the "Montreal Convention" must compensate your luggage to a maximum of XDR1131 (which is a UN Currency) but it equates to around £1200/€1360 which they will pay after 21 days. In most circumstances, this will cover your baggage anyway, but if it doesn’t, you can put in a further claim on your policy.

    Baggage claims are settled on an indemnity basis, which means that they’re depreciated according to wear and tear, and their age. The levels of depreciation our claims handlers work on is detailed here

    For all item(s), pair or sets of items valued at over £100, you must provide receipts. If you don’t have the receipts anymore, then other proof of ownership (such as bank/credit card statements and photographs of the items in your possession) may be offered to support your claim.

    There are limits to Baggage claims depending on the policy you took out with us. For True Value policies, the overall limit is £1000, with a single article limit of £100. In addition, the total limit for your valuables is £200. On the Traveller policy, the overall limit is £2000, with a single article limit of £200 and the valuables limit is £350. On Traveller Plus, the overall limit is £2500, with a single article limit of £300 and the valuables limit is £400.

    If you have specified items detailed on your Validation Certificate, the limit for each article is £450 on the True Value and Traveller Policy, and £750 on the Traveller Plus.

    How to Claim for Lost or Stolen Baggage

    All our claims are done over the telephone with our claims service, CEGA, who are based in the UK.

    When you call them, please have your Policy Number, receipts for any expenses, details of the items which were lost or stolen and a copy of the Police Report. You should also check the level of the excess you have on your policy by clicking here.

    CEGA are open Monday to Friday from 8am to 8pm, and on Saturday from 8am to 4pm. They are closed on Sundays and public holidays. If you’re back in the UK, you can call them on 020 7660 1479.

    Arrange a Call-Back

    If you’re still travelling, or don’t live in the UK, we can arrange to have CEGA call you. It can take up to 72 hours to arrange this depending on where in the world you are and when the call-back is arranged.

    Just click here to arrange a call back now.

    Damaged Items in Baggage

    If an item has been damaged on your journey, for example a laptop or a mobile phone, 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 owned said laptop/mobile phone to start with, so our claims service 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 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 fail. Please also refer to the “indemnity basis” explanation above.

    How to Claim for Damaged Items

    Just follow the same procedure and form as Lost or Stolen Baggage above.

    About our Claims Service

    In common with most travel insurance companies, we outsource our Claims service to a totally separate, specialist company, to ensure total impartiality when it comes to settling claims.

    For all policies purchased from 1 April 2019, our claims service is operated by a company called CEGA. CEGA aim to settle all claims within 10 working days of receipt of your claim.

    If you ever believe you think you are not getting the service you think you should be getting from CEGA, please get in contact with True Traveller immediately so we can help.

  • Money Claims

    In the case of each claim, you are required to obtain written proof of the incident relating to the loss or theft from the police, the accommodation management, tour operator or airline within 24 hours of the loss/theft. Without this written proof, any claim will most probably fail.

    In addition, you must provide proof of the withdrawal of money from a bank. Please remember that the loss of money must occur whilst you were carrying it or it was left in a locked safety deposit box.

    Note the cash limit on True Value policies is £150, True Traveller £250 and Traveller Plus £500.

    How to Claim for Money

    All our claims are done over the telephone with our claims service, CEGA, who are based in the UK.

    When you call them, please have your Policy Number, details of when you withdrew the cash from the bank, and the Police report or similar. You should also check the level of the excess you have on your policy by clicking here.

    CEGA are open Monday to Friday from 8am to 8pm, and on Saturday from 8am to 4pm. They are closed on Sundays and public holidays. If you’re back in the UK, you can call them on 020 7660 1479.

    Arrange a Call-Back

    If you’re still travelling, or don't live in the UK, we can arrange to have CEGA call you. It can take up to 72 hours to arrange this depending on where in the world you are and when the call-back is arranged.

    Just click here to arrange a call back now.

    About our Claims Service

    In common with most travel insurance companies, we outsource our Claims service to a totally separate, specialist company, to ensure total impartiality when it comes to settling claims.

    For all policies purchased from 1 April 2019, our claims service is operated by a company called CEGA. CEGA aim to settle all claims within 10 working days of receipt of your claim.

    If you ever believe you think you are not getting the service you think you should be getting from CEGA, please get in contact with True Traveller immediately so we can help.

  • Cancellation Claims

    This is where you have to claim for cancellation before your trip starts. The reasons we can accept for cancellation is detailed within the Policy Document.

    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.

    How to Claim for Cancellation

    All our claims are done over the telephone with our claims service, CEGA, who are based in the UK.

    When you call them, please have your Policy Number, the cancellation invoice from your travel agent, tour operator or airline, and of course evidence of the reason why you have had to cancel. You should also check the level of the excess you have on your policy by clicking here.

    CEGA are open Monday to Friday from 8am to 8pm, and on Saturday from 8am to 4pm. They are closed on Sundays and public holidays. If you’re back in the UK, you can call them on 020 7660 1479.

    Arrange a Call-Back

    If you’re still travelling, or don't live in the UK, we can arrange to have CEGA call you. It can take up to 72 hours to arrange this depending on where in the world you are and when the call-back is arranged.

    Just click here to arrange a call back now.

    About our Claims Service

    In common with most travel insurance companies, we outsource our Claims service to a totally separate, specialist company, to ensure total impartiality when it comes to settling claims.

    For all policies purchased from 1 April 2019, our claims service is operated by a company called CEGA. CEGA aim to settle all claims within 10 working days of receipt of your claim.

    If you ever believe you think you are not getting the service you think you should be getting from CEGA, please get in contact with True Traveller immediately so we can help.

  • Curtailment Claims

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

    Call the 24/7 Emergency Medical Assistance Service immediately. If you're in the USA or Canada, you can call toll-free on 1 800 961 9870, and in the rest of the World you can call +44 20 7660 1505.

    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.

    How to Claim for Curtailment

    All our claims are done over the telephone with our claims service, CEGA, who are based in the UK.

    When you call them, please have your Policy Number, the receipts for your expenses and cancellation invoices detailing losses you have incurred as a result of having to return home earlier than you planned. You should also check the level of the excess you have on your policy by clicking here.

    CEGA are open Monday to Friday from 8am to 8pm, and on Saturday from 8am to 4pm. They are closed on Sundays and public holidays. If you’re back in the UK, you can call them on 020 7660 1479.

    Arrange a Call-Back

    If you're still travelling, or don’t live in the UK, we can arrange to have CEGA call you. It can take up to 72 hours to arrange this depending on where in the world you are and when the call-back is arranged.

    Just click here to arrange a call back now.

    About our Claims Service

    In common with most travel insurance companies, we outsource our Claims service to a totally separate, specialist company, to ensure total impartiality when it comes to settling claims.

    For all policies purchased from 1 April 2019, our claims service is operated by a company called CEGA. CEGA aim to settle all claims within 10 working days of receipt of your claim.

    If you ever believe you think you are not getting the service you think you should be getting from CEGA, please get in contact with True Traveller immediately so we can help.

  • Travel Delay Claims

    This part of the policy applies if your first flight from your home is delayed for 12 hours or more, or your last flight back home, again for more than 12 hours.

    If you are travelling within, or from or to a country in the EU, compensation is available under EU rule 261/2004 for delays of 3 hours or more. Please read this link on what to do in this situation.

    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

    How to Claim for Travel Delay

    All our claims are done over the telephone with our claims service, CEGA, who are based in the UK.

    Note there is no cover for Travel Delay on True Value policies. On the Traveller policy, you can claim £25 for every 12 hour delay up to £100, and on the Traveller Plus policy, you can claim £35 for every 12 hour delay up to £140.

    If, after a delay of more than 24 hours you elect to abandon your trip, you can claim for Trip Abandonment. Please refer to your Policy Document for levels of cover.

    When you call them, please have your Policy Number, travel details (i.e. the dates of your trip) and confirmation from the airline of shipping company detailing the length of the delay. No excess applies on travel delay claims.

    CEGA are open Monday to Friday from 8am to 8pm, and on Saturday from 8am to 4pm. They are closed on Sundays and public holidays. If you’re back in the UK, you can call them on 020 7660 1479.

    Arrange a Call-Back

    If you're still travelling, or don’t live in the UK, we can arrange to have CEGA call you. It can take up to 72 hours to arrange this depending on where in the world you are and when the call-back is arranged.

    Just click here to arrange a call back now.

    About our Claims Service

    In common with most travel insurance companies, we outsource our Claims service to a totally separate, specialist company, to ensure total impartiality when it comes to settling claims.

    For all policies purchased from 1 April 2019, our claims service is operated by a company called CEGA. CEGA aim to settle all claims within 10 working days of receipt of your claim.

    If you ever believe you think you are not getting the service you think you should be getting from CEGA, please get in contact with True Traveller immediately so we can help.

  • Missed Departure Claims

    This part of the policy applies if you miss your flight from your home country to your destination, or your last flight back to your home country. There are specific reasons detailed in the Policy Document which apply, and you should read that first to ensure your claim will be met. If you didn’t leave enough time to get to the airport and missed your flight, then that claim would most probably be denied.

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

    How to Claim for Missed Departure

    All our claims are done over the telephone with our claims service, CEGA, who are based in the UK.

    Note there is no cover for Missed Departure on True Value policies. On the Traveller policy, you can claim up to £500, and on the Traveller Plus policy, up to £1000.

    When you call them, please have your Policy Number and a copy of confirmation from the Transport Company, police or roadside assistance service confirming the location, reason and duration of the delay.

    CEGA are open Monday to Friday from 8am to 8pm, and on Saturday from 8am to 4pm. They are closed on Sundays and public holidays. If you’re back in the UK, you can call them on 020 7660 1479.

    Arrange a Call-Back

    If you're still travelling, or don't live in the UK, we can arrange to have CEGA call you. It can take up to 72 hours to arrange this depending on where in the world you are and when the call-back is arranged.

    Just click here to arrange a call back now.

    About our Claims Service

    In common with most travel insurance companies, we outsource our Claims service to a totally separate, specialist company, to ensure total impartiality when it comes to settling claims.

    For all policies purchased from 1 April 2019, our claims service is operated by a company called CEGA. CEGA aim to settle all claims within 10 working days of receipt of your claim.

    If you ever believe you think you are not getting the service you think you should be getting from CEGA, please get in contact with True Traveller immediately so we can help.

  • 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 [email protected] or by phone on +44 20 7660 1479 (from overseas) or 020 7660 1479 (within UK).

    About our Claims Service

    In common with most travel insurance companies, we outsource our Claims service to a totally separate, specialist company, to ensure total impartiality when it comes to settling claims.

    For all policies purchased from 1 April 2019, our claims service is operated by a company called CEGA. CEGA aim to settle all claims within 10 working days of receipt of your claim.

    If you ever believe you think you are not getting the service you think you should be getting from CEGA, please get in contact with True Traveller immediately so we can help.

  • Travel Disruption

    Travel Disruption is an optional part of your insurance cover, so firstly, just check that on your Validation Certificate that “Travel Disruption Cover” is on there.

    If it is, then this covers you if final scheduled journey back home is delayed for more than 24-hours for any reason at all. People usually think of this is volcano eruption cover, but it covers you for any reason beyond your control, usually weather related.

    There are a few exceptions (like strike action which was announced before the insurance started) which you can’t then claim for, and there are nine types of cover levels available to claim against, so please read through the policy wording.

    How to Claim Travel Disruption

    All our claims are done over the telephone with our claims service, CEGA, who are based in the UK.

    When you call them, please have your Policy Number and your travel details (i.e. the dates of your trip). Please also retain all Invoices, receipts and other documents confirming the amount you have paid due to the fact that you were unavoidable delayed more than 24-hours on your final trip back home.

    CEGA are open Monday to Friday from 8am to 8pm, and on Saturday from 8am to 4pm. They are closed on Sundays and public holidays. If you’re back in the UK, you can call them on 020 7660 1479.

    Arrange a Call-Back

    If you’re still travelling, or don’t live in the UK, we can arrange to have CEGA call you. It can take up to 72 hours to arrange this depending on where in the world you are and when the call-back is arranged.

    Just click here to arrange a call back now.

    About our Claims Service

    In common with most travel insurance companies, we outsource our Claims service to a totally separate, specialist company, to ensure total impartiality when it comes to settling claims.

    For all policies purchased from 1 April 2019, our claims service is operated by a company called CEGA. CEGA aim to settle all claims within 10 working days of receipt of your claim.

    If you ever believe you think you are not getting the service you think you should be getting from CEGA, please get in contact with True Traveller immediately so we can help.

  • Travel Resumption

    Travel Resumption is an optional part of your insurance cover, so firstly, just check that on your Validation Certificate "Travel Resumption Cover" is on there.

    If it is, and you've had a successful claim for curtailing your trip, this part of the cover will mean your insurance will pay to fly you back to finish your travels. Note, we can only cover flights departing before the end date of the insurance policy in force at the time of making your curtailment claim.

    Flights booked by CEGA as a result of Travel Resumption claims are non-endorsable, non-refundable and no date changes are permitted once the claims service have issued the tickets.

    How to Claim Travel Resumption

    All our claims are done over the telephone with our claims service, CEGA, who are based in the UK.

    When you call them, please have your Policy Number and your travel details (i.e. the dates of your trip). Please also have handy any reference numbers you may have received previously from CEGA from when they arranged the curtailment of your trip. CEGA will then arrange the new tickets for you.

    CEGA are open Monday to Friday from 8am to 8pm, and on Saturday from 8am to 4pm. They are closed on Sundays and public holidays. If you’re back in the UK, you can call them on 020 7660 1479.

    Arrange a Call-Back

    If you’re still travelling, or don’t live in the UK, we can arrange to have CEGA call you. It can take up to 72 hours to arrange this depending on where in the world you are and when the call-back is arranged.

    Just click here to arrange a call back now.

    About our Claims Service

    In common with most travel insurance companies, we outsource our Claims service to a totally separate, specialist company, to ensure total impartiality when it comes to settling claims.

    For all policies purchased from 1 April 2019, our claims service is operated by a company called CEGA. CEGA aim to settle all claims within 10 working days of receipt of your claim.

    If you ever believe you think you are not getting the service you think you should be getting from CEGA, please get in contact with True Traveller immediately so we can help.

  • Collision Damage Waiver Excess Claims

    The Collision Damage Waiver Excess is an optional part of your insurance cover, so firstly, just check that on your Validation Certificate "Collision Damage Excess Waiver" is on there. If it's not there, you can't claim, but if it is, just read on.

    The CDW Excess part of your policy with us covers you for the reimbursement of the accidental damage or theft excess applied to your car hire insurance if the insured vehicle is stolen, damaged or involved in an accident during the rental period up to £1,500 and also the cost of replacing rental car keys if these are lost, stolen or damaged during the rental period, this includes where necessary the costs to replace locks or for a locksmith to break in to the insured vehicle. The key cover is limited to £500.

    How to Claim the CDW Excess

    All our claims are done over the telephone with our claims service, CEGA, who are based in the UK.

    When you call them, please have your Policy Number and your travel details (i.e. the dates of your trip). Invoices, receipts and other documents confirming the amount you have paid in respect of the accident/damage or loss for which the car rental company holds you responsible should be retained along with a copy of the rental contract and law enforcement / police report (if applicable). A copy of the driving licence of the person involved in any accident (the driver) will also be required.

    CEGA are open Monday to Friday from 8am to 8pm, and on Saturday from 8am to 4pm. They are closed on Sundays and public holidays. If you’re back in the UK, you can call them on 020 7660 1479.

    Arrange a Call-Back

    If you’re still travelling, or don’t live in the UK, we can arrange to have CEGA call you. It can take up to 72 hours to arrange this depending on where in the world you are and when the call-back is arranged.

    Just click here to arrange a call back now.

    About our Claims Service

    In common with most travel insurance companies, we outsource our Claims service to a totally separate, specialist company, to ensure total impartiality when it comes to settling claims.

    For all policies purchased from 1 April 2019, our claims service is operated by a company called CEGA. CEGA aim to settle all claims within 10 working days of receipt of your claim.

    If you ever believe you think you are not getting the service you think you should be getting from CEGA, please get in contact with True Traveller immediately so we can help.

  • Financial Failure Protection Claims

    This part of your insurance may cover you for the insolvency of any airline, hotel, train company etc., where you booked your arrangements with them before leaving home. There is cover of up to £1,500 on the Traveller policy, and £5,000 on the Traveller Plus. Financial Failure Protection isn’t included within the True Value Policy.

    Any occurrence which may give rise to a claim should be advised as soon as reasonably practicable to the following by quoting your Policy Number, Travel Insurance Policy name and reference ESFI-V1.19 to IPP Claims at Cunningham Lindsey, Oakleigh House, 14-15 Park Place, Cardiff, CF10 3DQ. Telephone +44 345 266 1872; email: [email protected].

Check your Excess

The Claims Excess, sometimes known as a deductible, varies on our policies between £35 and £125 per person per claim. This means, for example if you have our Traveller Plus policy and need to claim, you pay the first £35 and the insurer pays the rest.

You may have chosen to zero down the Claims Excess when you originally took out your policy, in which case you won't have to pay any excess at all.

You can check the level of Excess on your policy just by entering the last 6 digits of your Certificate number below.


 

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General Medical Exclusions

In common with all travel insurers, there are some medical situations which we do not cover at all, so any claims made for these will be declined. Some of the main exclusions are:

  • Any claim arising from a Sexually Transmitted Disease

  • Jumping from moving vehicles, jumping from a building or balcony, or sitting, planking, owling or lying on any external part of any building

  • Any costs relating to any cosmetic procedure (including dental)

  • Suicide, deliberate self-injury, drug addiction, solvent abuse, wilful exposure to exceptional risk (unless you’re trying to save another person’s life)

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.


Valuables

Means Watches, furs, jewellery, photographic equipment, binoculars, telescopes, drones, computers and or accessories (including laptops, games & gaming consoles), PDA’s and tablet devices (including iPad’s and eBooks) video cameras, audio visual equipment, musical instruments, televisions, sports and leisure equipment (e.g. SCUBA equipment, surf boards, tennis racquets), mobile phones and satellite navigation devices.


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.


Depreciation Guide

The following is the guide our claims handlers use on settling claims for lost, stolen or damaged articles:

Item & Depreciation Guide
Bags/suitcases,"High street” jewellery, items containing semi-precious metals or stones, cosmetic jewellery such as cubic zirconia and "everyday" watches and any other miscellaneous items.
Age of item(s) Depreciation Level
0 - 12 months 0%
1 - 2 Years 10%
2 - 3 Years 20%
3 - 4 Years 30%
4 - 5 Years 40%
Then an additional 10% for each year. Over 11 years old the depreciation level is 100%
Clothing
Age of item(s) Depreciation Level
0 - 12 months 0%
1 - 2 Years 10%
2 - 3 Years 30%
3 - 4 Years 50%
4 - 5 Years 70%
Over 5 Years 100%
Ski Equipment
Age of item(s) Depreciation Level
0 - 12 months 0%
1 - 2 Years 25%
2 - 3 Years 50%
3 - 4 Years 75%
Over 4 Years 100%
Cosmetics
Age of item(s) Depreciation Level
0 - 6 months 0%
6 - 12 months 50%
Over 12 months 100%
Electrical valuables e.g. Laptops, Tablets, Computers, Kindles, Mobile Phones & Cameras
Age of item(s) Depreciation Level
0 - 12 months 0%
1 - 2 Years 25%
2 - 3 Years 50%
3 - 4 Years 65%
4 - 5 Years 80%
Over 5 Years 100%
Quality Jewellery (18ct and 22ct gold, diamonds, sapphires, rubies etc) and watches such as Rolex, Omega, Breitling etc.
No Deduction made
Passports
Pro-Rata Replacement Costs

So, if your camera cost you £250 and it’s under a year old (and you have relevant receipts for it, or other proof of ownership), you can claim for £250 (less any excess unless you have the excess waiver). If, however, it’s between two to three years old, you’ll only be able to claim £125 (as there’s a 50% deduction for wear and tear), but if it’s over five years old, any claim would fail.


Your Excess

You have our True Value Policy which carries an excess of £125 per person per claim on most claims.

However, you did elect to zero down the excess when you applied for cover, so no excess will be deducted from any successful claim you make.


Your Excess

You have our True Value Policy which carries an excess of £125 per person per claim on most claims.

If you have a claim where the amount to be claimed is £125 or less, then it’s not worth making a claim as any claim will be denied due to the excess level.


Your Excess

You have our Traveller Policy which carries an excess of £75 per person per claim on most claims.

However, you did elect to zero down the excess when you applied for cover, so no excess will be deducted from any successful claim you make.


Your Excess

You have our Traveller Policy which carries an excess of £75 per person per claim on most claims.

If you have a claim where the amount to be claimed is £75 or less, then it’s not worth making a claim as any claim will be denied due to the excess level.


Your Excess

You have our Traveller Plus Policy which carries an excess of £35 per person per claim on most claims.

However, you did elect to zero down the excess when you applied for cover, so no excess will be deducted from any successful claim you make.


Your Excess

You have our Traveller Plus Policy which carries an excess of £35 per person per claim on most claims.

If you have a claim where the amount to be claimed is £35 or less, then it’s not worth making a claim as any claim will be denied due to the excess level.


D
D

Our Insurer

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

Insurer

According to Forbes Magazine, Allianz is even bigger than Alphabet, the company which owns Google and YouTube, 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.


92 Activities as standard

Your Traveller Policy includes 92 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, Extreme and Ultimate Activity Packs 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 CEGA Assistance who have multi-lingual staff and medical professionals on duty, 24 hours a day, 7 days a week.

You can call them from overseas on +44 20 7660 1505, or if you’re in the USA or Canada, you can also call toll free on 1 800 961 9870.

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
Walking with Elephants (Riding Elephants not covered) 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) (1) – No Motorcycle Touring Netball
Non Manual/ Clerical Work (2) 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 3,000 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 Dirt Boarding
Dogsledding (on recognised trails) Fencing
Fishing (outside coastal waters/ deep sea) – Sport/ Leisure Fishing only Fly By Wire
Glacier Walking Horse riding (overnight/main mode of transport)
Kayaking (inland/coastal – grades 4-5) Kite Buggy
Land Surfing Marathons
Martial Arts - Judo/ Karate only (training only) Motorcycling (on road over 125cc) (3) – 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 (4) 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 4,600 metres
Trekking up Mt. Kilimanjaro (5) Triathlon to Middle Distance /Half Ironman
Via Ferrata Volunteering (6)
Water Skiing/ Wakeboarding/ Wake Skating (No jumping) White Water Rafting (grades 4-5)
Zorbing
Extreme 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) Kite Wing (land, water only)
Motorcycling/Trail Biking (off-road under 250cc) (7) – No Motorcycle Touring Mountain Biking (using downhill trails and/or mechanical lifts)
Outdoor endurance courses up to 13 miles Roller Derby
Rugby (League/ Union) Scuba Diving (up to 50 metres in depth)
Tandem Paragliding (1 flight) Trapeze/ High Wire/ Aerial Silks
Trekking over 4,600 metres (except Mt. Kilimanjaro - see Adventure activity pack) (8) Water Skiing (Barefoot)
Ultimate Pack
Climbing (Ice) – No soloing. Hang Gliding
Mountaineering to 6,000M – No cover for free mountaineering, climbing in remote of inaccessible regions, exploratory expeditions or new routes. Parachuting – More than 1 Jump
Paragliding/Parapenting Parasailing/Parascending
Polo Sea Cliff Climbing – No soloing
Powerbocking Skydiving/Tandem Skydiving – More than 1 Jump
Triathlon to Full Distance /Ironman Ultramarathon – Max distance 250km /No Polar Cover

(1) Note you must have the correct licence in your Country of Residence to drive a motorcycle or cover is not available. If you are from the UK, you are only covered if you have either a full Motorcycle Licence, or in the absence of that you have taken a Compulsory basic training (CBT) course in the past two years. A helmet must be worn when riding a motorbike.

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

(3) Note you must have the correct motorbike licence in your Country of Residence to drive a motorcycle or cover is not available. A helmet must be worn when riding a motorbike.

(4) Permitted Manual Work 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.

(5) Note Mt. Kilimanjaro is included within the Adventure pack, even though the summit, Uhuru Peak, is at an altitude of 5,895 metres, due to the level of claims experience. For all other treks over 4,600 metres, the Extreme activity pack must be selected.

(6) Volunteering means your participation in community or wildlife based conservation/project work when arranged by a professional organisation. This may include caring, teaching or nursing. It may also cover community/charity based supervised building/renovation projects or other Permitted Manual Work, provided the activity does not involve the use of plant/trade/industrial/agricultural machinery (other than tractors), non-domestic power tools or working at a height of over 2 metres.

(7) Note you must have the correct motorbike licence in your Country of Residence to drive a motorcycle or cover is not available. A helmet must be worn when riding a motorbike.

(8) Trekking over 4,600 metres exclude rock climbing at altitude. This is covered by Mountaineering in the Ultimate Pack. However, trekking will include peaks such as Mera Peak and Island Peak in Nepal, as these are treks and no mountaineering skills are required for these summits.

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

Please note, for British passport holders who have been travelling, living or working outside of the UK for more than 5 years consecutively, you are no longer entitled to NHS treatment, and so regrettably are not eligible for insurance with True Traveller. Those who hold private healthcare, may still be eligible.

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 - Age Check


You have entered the ages of all travellers as below 18 years of age. If this is a mistake please go back and correct this error so you can complete your application.

If the ages should all be under 18 years, 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 a parent or legal guardian on behalf of the child to be insured.

Already travelling Caution

Please check already travelling checkbox.


Important Notice


We can offer travel insurance for you if you’ve left home and already travelling but only on the strict understanding that nothing has already happened 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.

To prevent fraudulent claims, cover will not commence until 48 hours after the policy has been purchased, and any illness or injury occurring in this waiting period will be considered a pre-existing condition and will not be covered. However, should you suffer a serious injury in an accident in this 48-hour period, which is verifiable by an Independent Witness, then you will be 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, but since the majority of our insurances are for adventurous activities or for backpackers, the maximum age we are able to insure to is 65, as for our sort of business mix we’re unable to get rates from Underwriters for ages above this.

For residents of the UK, we recommend you telephone International Travel and Healthcare on Freephone 0800 848 8448 as they can insure persons aged 66 and above. You can also get an online quote by clicking here.

International Travel and Healthcare is authorized and regulated by the Financial Conduct Authority (FRN 433367).


Start Date Caution

Please select the travelling start date.


End Date Caution

Please select the travelling end date.


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.