Making a Claim

MAKING A CLAIM

To make a claim on your travel insurance policy, download and print the relevant claim form by visiting the policy’s website.

Also below, we’ve included some information to help you complete each claim form, as well as what documents you’ll need to send to us.

Once you have fully completed the necessary forms, please send them to us. You can find our address at the bottom of the page.

 

Cancellation Claims

• What should I do?

Notify the travel agent/tour operator immediately you need to cancel and obtain a Cancellation invoice. If you delay we will only pay for those that you would have had to pay on the date it would have been reasonable for you to cancel.

• What documentation do I need to back up my claim?

Please complete and return the form to Travel Claims Department ensuring the following original documentation is included:

• Schedule of Insurance (if Annual Multi-trip insurance a copy would be sufficient)
• Medical Screening Confirmation (where applicable)
• Booking Confirmation
• Cancellation Invoice
• Medical Certificate (completed by the usual GP of the person whose condition gives rise to the claim)

 

Curtailment, Medical and Other Expenses

• What should I do?

Emergency Medical

Contact the 24 hour Medical Emergency Assistance provider immediately if you are admitted as an inpatient.

Curtailment/cutting short your trip

Contact the 24 hour Medical Emergency Assistance provider to confirm that the reason for cutting short your trip will be covered and that your expected additional expenses are reasonable.

• What documentation do I need to back up my claim?

Please complete and return the form to Travel Claims Department ensuring the following original documentation is included:

• Schedule of Insurance (if Annual Multi-trip insurance a copy would be sufficient)
• Medical Screening Confirmation (where applicable)
• Holiday Booking invoice showing the date the holiday/trip was booked to travel, travel dates, destination, amounts paid and purchase of your travel insurance (if applicable)
• All Medical Receipts and Invoices (French medical accounts should be signed by you in the ‘signature de l’assure’ box before submitting them)
• A Medical Report from the treating doctor
• We are unable to accept costs which are not supported by proof of payment.

Ski Pack Claims

• Written confirmation from the treating doctor that you were unable to use the remaining proportion of your ski pack
• Original Receipts/Invoices for the Ski Pack items showing how many days they were booked for and the amount paid

For Curtailment Claims

• The Medical Certificate completed by the usual treating GP of the person causing the claim
• The Tour Operator’s report into the incident which caused the curtailment (where available)
• Any flight tickets/boarding passes etc. which confirms the return home journey

 

Baggage, Personal Money and Documents

Damage to Baggage/Ski Equipment during your trip

Retain the items in case we wish to see them (note: You may not abandon any property to us). You will need to obtain an estimate for repair or a letter confirming that the damage is irreparable.

Delay of Baggage / Ski Equipment in transit

Retain your tickets/luggage tags and report the matter to the carrier and obtain a Property Irregularity Report form or its equivalent. If your personal baggage is delayed for more than 8 hours on your outward journey and you need to buy or hire essential items, ensure that you keep all receipts.

Loss of Baggage / Ski Equipment, Personal Money and Travel Documents during your trip 

Notify the police as soon as possible (within 24 hours of discovery or as soon as possible after that) and obtain a written report and reference number from them. Also report the loss to your tour operator’s representative or hotel/accommodation manager and if possible obtain a written report. You will be expected to provide proof of purchase/ownership and/or receipts or pre-loss valuations.

• What documentation do I need to back up my claim?

Please complete and return the form to Travel Claims Department with the original documentation to support your claim including:

For all claims

• Schedule of Insurance (if Annual Multi-trip insurance a copy would be sufficient)
• Booking Confirmation
• The original receipts/proof of pre-loss purchase for the items you are claiming for, in the event you are claiming for delayed luggage please forward all the original receipts for the emergency purchases (we are unable to return the receipts for the emergency purchases)

Claims for damaged items

• Written confirmation from a trade’s person to confirm the cost to repair the item or to confirm the item is beyond economical repair

Claims where an airline/carrier is involved

• Incident report to confirm loss/damage or delay has been reported to the carrier (as required) in the event the incident involves an airline this document is a Property Irregularity Report or PIR (we are unable to return this document)
• Baggage delivery report/proof of delivery which will confirm the length of the delay to your baggage (we are unable to return this document)
• Baggage tags and tickets

If your baggage has been irretrievably lost by the airline please forward

• Written confirmation from the Airline to confirm the baggage has been irretrievably lost
• Written confirmation from the Airline to confirm the amount of compensation due to you from them as a result of the loss of your baggage

If you have suffered a theft or lost items during your trip please forward

• The original police report to confirm you have reported the loss (as required)
• The local tour operator’s representatives report into the incident (where available)
• Proof of the pre-loss drawings/currency exchange for the money you are claiming for

 

Delayed Departure, Missed Departure/Missed Connection

• What should I do?

You need to obtain a letter from the airline, railway company or shipping line (or their handling agents) which shows the scheduled departure time, actual departure time and the reason for the delay. If You are delayed getting to Your Departure Point, You must provide proof of the delay (e.g. a Police or motoring organisation report) and provide receipts for necessary expenses incurred.

• What documentation do I need to back up my claim?

1. Please complete and return the form to Travel Claims Department with the original documentation to support your claim including:

• Schedule of Insurance (if Annual Multi-trip insurance a copy would be sufficient)
• Booking Confirmation
• Written report from the appropriate authorities confirming the disruption to your pre-planned travel arrangements
• Letter from the Airline/Carrier confirming the duration of the delay and the reason for the delay
• In the event of your Planned Travel Arrangements being disrupted please forward the Original Receipts/Proof of Payment for the incurred additional travel expenses (only)

2. Send the original completed form and the original supporting documentation to our address:

Travel Claims Department
P J Hayman & Company Ltd
Stansted House
Rowlands Castle
Hampshire
PO9 6DX

If your type of claim is not listed above, or if you would like to speak to the Travel Claims Department, please call 02392 419 020.

Alternatively, email claims@pjhayman.com

When will my claim be settled?

You can expect to receive one of the following confirmations when we receive your completed claim form:

• Electronic confirmation of payment to cover your claim.
• A request for more information and why we need it.
• An explanation of why your claim is not covered under the terms of the policy.

Documentation

• Please note that photocopies are not acceptable when processing claims and we must have sight of the original documents. Some original documents can be returned, if requested, once settlement has been made.
• If your claim is not covered we will return all your original documentation.

Contact Us

If you would like to speak to the Travel Claims Department, please call 02392 419 020. We are open Monday to Friday 9am – 5pm, closed Bank Holidays.

Alternatively, email claims@pjhayman.com

When do I notify you?

The notification must be made within 31 days or as soon as possible thereafter following any bodily injury, illness, incident, event, redundancy or the discovery of any loss or damage which may give rise to a claim under this policy.