How to Make a Travel Insurance Claim

Making a claim step by step

1. Check your policy. Read the section that relates to what happened. Check the cover, limits, excesses, exclusions and any special conditions. If you’re unsure, contact the claims team before assuming that a cost will be covered.
2. Get the claim form. Download the editable form from the InsureandGo claims page, or call +353 91 545 907 with your name, insurance reference and a brief outline of the claim.
3. Tell us promptly. The policy requires claims to be submitted within 30 days of returning home. Don’t wait until the deadline if you can start sooner, – a delay in notification may affect the outcome of the claim.
4. Gather the evidence. Collect the documents relevant to your claim – invoices, receipts, medical reports, booking confirmations, carrier letters, police reports or proof that you owned an item.
5. Complete and submit the form. Fill in every relevant section and send the form with the supporting documents. You can email it to traveldept@mawdy.com or post it to the InsureandGo Ireland Claims Department, 22-26 Prospect Hill, Galway.
6. Reply to any follow-up questions. Every claim is different, so the assessor may need more information. Replying promptly and quoting your claim reference can help keep things moving.

How to get a claim form

The quickest route is usually to download the editable form from the InsureandGo claims page. Complete all relevant fields, save the form to your device and email it with the supporting evidence to traveldept@mawdy.com.

If you would rather speak to someone, call the claims team on +353 91 545 907 from abroad. The team handling new and existing claims is available Monday to Friday, 9am to 5pm.

Legal expenses claims use a separate contact route. Call +353 91 545 962 email legalassistance@mawdy.com if your claim relates specifically to the Legal Expenses section of the policy.

What documents will you need?

The evidence depends on the type of claim. The following examples are a good starting point, but the claims team might ask for other documents depending on what happened.

• Cancellation. Booking and cancellation invoices, the reason for cancellation and a medical or death certificate where appropriate.
• Curtailment. Original booking details, unused and replacement tickets, medical confirmation of the need to return home and receipts for additional expenses.
• Medical expenses. Medical reports confirming the illness or injury, together with invoices and receipts for treatment received abroad.
• Baggage, money or passport. A police report or airline Property Irregularity Report where relevant, plus proof of ownership, value or repair costs.
• Delay, missed departure or abandonment. Written confirmation from the carrier showing the length and cause of the delay or cancellation.

What if you don’t have a receipt?

Receipts are usually the clearest proof of ownership and value, but if you don’t have one that doesn’t automatically mean that a claim cannot be considered. Other evidence might include a bank or card statement, order confirmation, warranty, photograph or other record showing that the item belonged to you.

Send whatever reliable evidence you have and explain why the original receipt is unavailable. The assessor will consider it in the context of the claim and might ask for more information.

Keep originals and copies

The policy asks for the completed claim form to be accompanied by original invoices, receipts and reports. If you submit the form by email, keep the original evidence safely in case the claims team asks to see it. Keep copies of everything you send.

Once the completed claim form has been received, you should be given a claim reference number. Quote that number whenever you contact the team about the claim.

Contact the travel provider or another insurer where relevant

Travel insurance generally doesn’t pay an amount that can be recovered from an airline, accommodation provider, tour operator, bank, private health insurer or another insurance policy. Depending on the claim, you may need to contact the provider or other insurer first and include their response with your evidence.

Tell the claims team about any other insurance that may cover the same loss, including cover provided through a bank account or household policy. This doesn’t necessarily prevent a claim, but the insurers might need to share the cost.

What can slow down a claim?

• Leaving relevant sections of the claim form blank.
• Not including the policy or insurance reference.
• Missing receipts, reports, booking documents or proof of ownership.
• Not contacting the airline, travel provider or another insurer when appropriate.
• Waiting too long to notify the claims team or submit the form.
• Not replying to a request for further information.

If you need help while you are still abroad

A routine claim and a medical emergency are not the same thing. If you become seriously ill or injured abroad, get urgent local medical help first and contact the 24-hour medical emergency assistance team on +353 91 545 907 as soon as possible. Do not wait until you return home to tell the team about a serious medical emergency.

Important policy information

Submitting a claim does not guarantee that it will be paid. Cover depends on the facts of the case and the terms, limits, excesses and exclusions applying to your policy. Read the relevant section of the policy wording and your Schedule of Cover. If you are unsure how to start, use the claims page or contact us.