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Claims Department

Whether you’ve already travelled or have cancelled your trip, making a claim with us is simple. Our Claims Team will make sure that your claim is dealt with efficiently and fairly, based upon the terms and conditions set out in your policy wording.

We’ve created a guide to help you through each stage of your claim, including FAQs and contact details if you need to get in touch.

Downloading a Claim Form

First things first – to start looking at your claim, you will need to send us a fully completed claim form. You can download the relevant forms by click on the links below:

Cancellation

If you were unable to go on your trip, and couldn’t recover any pre-paid costs from your airline or travel agent, please click here to start the claims process online. Please note, this section of your policy only applied if you cannot travel due to specific reasons such as death, injury or illness of yourself, a close relative or someone travelling with you.

Cutting short your trip

If you needed to cut short your trip and return early, please download and complete this claim form. Please note, this section of your policy applies if you have to return home early due to specified reasons such as injury or illness of yourself, a close relative or someone travelling with you.
Click here to download a Curtailment Claim Form

Departure Delay

If you were delayed at your international departure point, you may be able to claim a benefit for every 12 hours you were delayed. This claim form is also applicable if you were forced to abandon your trip after a 24-hour delay, or if the piste was closed during your winter sports trip.
Click here to download a Delay Claim Form

Missed Departure

If you missed your departure from the UK, please download and complete this claim form.
Click here to download a Missed Departure Claim Form

Medical Expenses

If you sought medical attention during your trip and incurred expenses, such as treatment costs or repatriation expenses, please download and complete this claim form. If you’re still in the process of having or seeking treatment, please contact our 24/7 Assistance Team.
Click here to download a Medical Expenses Claim Form

Personal Possessions & Money

If your personal possessions were lost, stolen, damaged or delayed during your trip, please download and complete this claim form. This includes things like cash, travel documents, delayed baggage and valuables – the limits for each will be clearly explained in your policy wording.
NOTE: If you are claiming for gadgets such as mobile phones, please see below.

Click here to download a Personal Possessions Claim Form

Gadgets

If you need to claim for lost, stolen or damaged gadgets such as tablets, photographic equipment and mobile phones, please call +44 (0) 203 824 0705 and press 1 to speak to the Taurus Claims Team. Alternatively, you can contact them online by clicking here or via email: tifg.tiga@taurus.gi.

End Supplier

– If you need to make a claim for end supplier failure (of your airline, tour operator or travel agent etc.) please call +44 (0) 203 824 0705 and press 2 to speak to the IPP claims team. Alternatively, you can email them at info@ipplondon.co.uk

Medical Expenses

As part of your claim, we may need you to complete our Access to Medical Records form, to grant us authorisation to access your records. Simply ask your UK General Practitioner (GP) to fill in this section and attach it to your claim form alongside any other supporting documentation.

Click here to download a Medical Expenses Claims Form

Medical Certificate

As part of your claim, we may need you to complete our Access to Medical Records form, to grant us authorisation to access your records. Simply ask your UK General Practitioner (GP) to fill in this section and attach it to your claim form alongside any other supporting documentation.

Click here to download our Access to Medical Records Form

The Claims Process

Our Claims Department strives to provide the following levels of service:

Top Claims Tips & Form Guidelines

Now that you’ve got your claim form, there are some simple things that you can do to make it easier for the claims department to process your claim:

How to Contact Us

Other Sources

FAQs

What is the master policy number and where can I find it?

A master policy number is a unique number to the product you have purchased, it is not individual to you, but instead helps our claims team identify what type of policy has been purchased in the event that you can’t remember the name of the policy or your specific policy number. The Master Policy Number is usually found on the front page of your policy wording.

What is proof of return home and why do I need to provide it?

Proof of return home is required to ensure that the policy is being used appropriately. Travel Insurance is not private medical insurance and is not intended for people living abroad. If you are living overseas then it is likely you need to purchase specialist insurance and not travel insurance. Proof of return is either a return ticket, evidence of your intention to return to the UK on a permanent basis – so university placement, job contract, rental/housing agreement – ‘expiry’ of a visa cannot be accepted as proof of return as these can be extended/renewed easily or precede an application for residency status in certain countries.

Is your personal possessions cover new for old?

Most travel policies in the UK do not offer new for old cover for items lost or stolen while you are away. Most are likely to offer the original purchase price, minus deductions for wear and tear. In some cases particularly with high-value items, it is worth considering utilising your household policy which may have all risks cover for items away from the home, or look specifically for cover with ‘new for old’ included.

Do I need to provide a police report if I’ve had items lost or stolen?

Ideally yes, we understand it may not always be possible to get a police report and so accept loss reports from independent third parties such as hotel, tour operator, flight company etc.. you need to obtain this as soon as possible following the loss, we will not accept police reports obtained following your return to the UK.

My policy has an excess after declaring my medical conditions, how is this applied?

If you have an increased excess applied to declared medical conditions, this is applied in addition to the standard policy excess and applies to all persons claiming as a result of the medical condition. The excess is applied for any claim either directly or indirectly related to your declared medical condition. For example – if you had declared Diabetes and had an increased excess applied to that condition, in the event that during your trip you suffered from cellulitis – a known complication of diabetes, the increased excess would apply.

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