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Supporting Documentation

Please refer to the list below for required documentation depending on the type of claim you make.

Our Claims team may also request additional documentation from you not in the list below.

Claim Form A

• Please ensure you attach the following documents to support your claim
• The original (not photocopy), itemised account/s, bills and receipts
• The original medical report/dental report/ hospital records confirming the nature of the illness or injury

• The original (not photocopy) receipts for what is being claimed for including and transport tickets.
• A copy of your itinerary
• If due to a policy holders health you had to change your travel plans, you are required to produce a medical certificate from the medical practitioner seen (whilst on the journey) that supports the requirement to change your travel plans.

• Please provide us with confirmation in writing from the relevant Transport Provider outlining the cause and period of the delay and any compensation offered by them.
• Original, itemised receipts for the additional accommodation expenses that you are claiming.
• Documentary evidence from your travel agent which confirms the refund amount for the unused accommodation

• Please attach a letter to your claim form summarising your claim.
• Please contact us for advice on the documents required to support your claim/s if you are uncertain of what to provide.

• This section may  be completed by your travel agent on page 3 of the claim form where they will need to submit the following:
• International flights: A copy of the airline fare sheet/rules (showing the fare conditions)
• For tours, cruises, accommodation etc: a document from the supplier showing the exact amount refundable e.g copy of booking conditions, letter from the supplier
• A copy of the original itemised invoice you provided to the customer
• A copy of the itinerary
• If the claim is due to someone’s health, the medical certificate on page 4 must be completed by their usual medical practitioner
• If you booked your travel plans without the assistance of a travel agent please contact the travel providers concerned to provide you with the following:
• International flights: Copies of the airline fare sheet/rules (which shows the fare terms and conditions).
• If claiming for tours, cruises, accommodation, etc: A copy of the supplier’s booking conditions. If the booking conditions prevent us from calculating an exact cancellation fee (e.g. if they say the cancellation fee will be - “up to 50%” rather than “50%”) we will require a letter from the supplier advising the net amount paid and the amount refunded by the supplier.
• A copy of the original itemised invoice and itinerary

Claim Form B

• The original loss report from the transport provider that shows confirmation that all of your luggage was delayed, the duration of the delay and details of compensation paid to you.
• The original itemised receipts for essential, emergency purchases of clothing & toiletries that you purchased overseas (when your luggage was delayed)

• The Original Rental Agreement which shows the excess you were liable to pay
• A copy of the itemised repair invoice which shows the cost of repairs to the vehicle
• If another party was involved and at fault, we also require written confirmation from the third party of any compensation payable by them.  

• The original (not photocopy) loss/theft/damage report e.g. Police report, hotel report, transport provider letter etc
• If your items were lost or stolen whilst in the custody of a transport provider we will require  you to provide a letter from the transport provider that shows the amount of compensation they are paying. You need to claim compensation from the transport provider in the first instance before submitting your claim to us. If claiming for electrical items such as cameras, computers, mobile phones, iPOD’s, etc., we require the original receipts (not photocopy). Please obtain a copy from the place of purchase if you no longer have the original receipt in your possession. If neither of these options are possible, alternative documents you may submit to us for consideration are warranty cards, instruction manuals, credit card/bank statements, photographs or the items packaging.
• For items that have been damaged, please: Obtain from a repairer of your choice, a quote that states the repair cost or a letter that states the item is uneconomical to repair or unable to be repaired.
• The copies of receipts for replacement items if you have since replaced the items which were stolen, lost or damaged whilst on your journey.