If you need to make a claim on your policy, change your details on the policy or cancel it, you will need to speak to the insurance provider directly.
Checking who your insurance provider is
If you’re not sure who your insurance provider is, you can find this information in your policy documents - a copy of your policy would have been sent to you at the time you bought it. If you don’t have a copy of your policy to hand, you can check your bank statement to see who the payments are being made to.
MoneySuperMarket handles payments for some travel insurance policies, but we pass the payments over to the insurer and they deal with any questions about the policies themselves. If your bank statement shows MoneySuperMarket and you’re not sure who your travel insurance provider is, please contact us with details of the lead passenger and we can find this information for you.
Once you know your insurer, you can find the contact details on their website.
Contacting the insurer to make a claim
You can start a claim process by contacting the insurer directly. Here’s some things to bear in mind to make sure you have the best chance of your claim being accepted:
- Keep your documents to hand: keeping your policy documents, including your policy reference number, can be hugely helpful when you contact your insurer to make a claim. It will help them find your details more easily, and it can help keep you fully informed about what you’ll be covered for.
- Contact the authorities: if you’re claiming as a result of a crime, you must let the local police know and get an official police report. Some insurers may not pay out for a claim if you don’t alert the authorities within a certain time period, usually within 24 hours of the event.
- Don’t delay: you should contact your insurer as soon as possible if you think you’ll have to claim, to make sure they’ll cover you for what you need. This could be particularly important for medical treatment, as some insurers may need you to confirm what treatment you’re getting, and whether it’s covered, before paying out. It’s worth checking your policy documents to see if there’s an emergency 24 hour contact number you can call.
- Gather evidence: police reports, medical notes, or receipts to prove ownership can all improve the chances of your claim being accepted, and for some insurers they could even be necessary to validate your claim.