A travel insurer’s claims record is one of the most important factors to consider when choosing a policy, which is why this is consistently one of the most frequently viewed sections of our FAQs.
The Association of British Insurers reports that approximately 83% of travel insurance claims made in the UK are paid. Our own claims payment rate is consistently higher.
We operate under delegated claims authority from our insurer. This means our experienced claims team can assess and settle claims directly, without routinely referring decisions elsewhere. This allows us to maintain close control over the quality, consistency and speed of our claims service.
In July 2026:
• We settled 578 claims
• 96.49% of claims assessed during the month were paid
• The average settlement time was 5.03 days from submission to payment
• 72.84% of claims were settled within two days
One of the most common reasons claims are declined is the failure to declare a pre-existing medical condition. All relevant medical conditions must be disclosed when purchasing a policy, including conditions that may appear relatively minor, such as asthma. Declaring a condition will not necessarily increase the premium, but failing to disclose it may affect the validity of the cover and could result in a claim being delayed or declined.
A handful of baggage claims were also declined where valuables have not been properly secured. Things like mobile phones, laptops, cameras and other tech, as well as cash, should not be left unattended or in a vehicle. Keep them with you where possible, or lock them away somewhere secure. Basically, make it as difficult as possible for thieves to get their hands on your kit.
We are also regularly asked about the largest claim we have handled. In 2025, our highest claim payment arose from a serious road traffic accident in the United States. For reasons of customer confidentiality, we cannot disclose the precise amount, but the total cost was several hundred thousand pounds. This illustrates how quickly overseas medical expenses can escalate and why adequate travel insurance is essential.