When can I submit a claim?
You can make a claim as soon as anything happens, so you do not have to wait until you return home from your trip. The easiest way to make a claim is here on our website. You can make a claim at any time of the day or night, from any place in the world.
I have submitted a claim. How long will it take before I find out if my claim has been accepted?
Normally, claims take between one and four weeks to process, but this varies slightly depending on how many claims have been made and how complex your claim is. When you make a claim, an account will be created for you, and you can log onto this account to find out what is happening to your claim.
How long before I receive my money?
Once we have received all the documents and a decision has been made on your case, it will take around 2-3 banking days for the money to reach your account.
Do I have to enclose receipts and certificates?
It is not always essential to enclose receipts and certificates, but sometimes you may be asked, for example, to provide a doctor's certificate as proof of a cancelled trip. You may enclose certificates and receipts when you submit your claim.
Can I provide receipts and certificates at a later date?
You can always add documents later if you do not have access to any receipts or certificates when you submit your claim.
Do I have to send in paper copies of receipts?
No, you can scan your receipts or attach digital receipts. The easiest way to enclose receipts is to upload them when you submit a claim application. If you do not have access to your receipts, you can upload them at a later date by logging onto Your Pages.
Do I need a certificate from the airline if my luggage has been delayed?
Yes, you must have a PIR (Property Irregular Report) from the airline which confirms that you had a problem with delayed luggage.
Do I need a certificate if my flight is delayed?
Yes, you must have a certificate which confirms that your flight was delayed. You can get this certificate from either your travel agent or the airline.