Money Advice Service

Most insurance claims are dealt with swiftly and without problems. It’s always worth taking the time to read the policy wording before you need to make a claim. Here we highlight some of the most common reasons for travel insurance not paying out so you can avoid having your claim rejected.

“You didn’t take ‘reasonable care’ of your possessions”

Look after your things – your insurer won’t cover claims if they decide you didn’t take ‘reasonable care’.

For example, if you leave your bag visible in a parked car and it’s stolen, it probably won’t be covered.

“You checked your valuables into the hold”

Check the definition of ‘valuables’ as it will vary depending on the insurer and carry valuables with you on board a plane, ferry, etc.

Your policy might not cover valuables that are ‘outside of your control in transit’.

“You don’t have a police report/proof of purchase/a written statement”

If something is lost or stolen, get proof.

You’ll need to:

  • keep original receipts (or other evidence) to provide proof of ownership
  • report a theft to the local police, or another authority, usually within 24 hours
  • get a written report if the airline loses your bags - this needs to confirm how many hours your baggage was delayed or that it’s been lost.

“Sorry, your uncle is not a ‘close relative’”

Lots of travel policies cover your expenses if you have to cancel a trip or come home early because a close relative is seriously ill or has died.

But some travellers have cancelled their holiday only to find that the person they’ve returned for is not included in their insurance company’s definition of ‘close relative’.

Check your holiday insurance policy wording before you buy to see exactly who is covered.

And be sure to declare if any of your close relatives have a pre-existing medical condition that might affect your travel plans.

“You were drunk”

If you have an accident, or even lose something, after drinking too much or taking drugs, you probably won’t be covered.

“You didn’t get the right vaccinations”

Take whatever vaccinations or medication is recommended for your destination.

For example, if your travel agent recommends anti-malarials and you don’t take them, if you get malaria your insurer won’t cover you.

“You missed the deadline”

If you have a medical problem, call your insurer’s helpline as soon as you can. Some travellers have had claims rejected because they didn’t call to report an illness or emergency during travel.

If something happens and you think you might need to make a claim, act fast.

You might only have 24 hours to file a police report.

Stick to any deadlines for putting in your claim to your insurer when you get home.

  • Take a copy of your insurance policy with you, so you have your insurer’s helpline number and all the deadlines and details if you need to claim.
  • If you bought your policy online you can save a copy to your phone so you always have it with you.

“That destination isn’t covered”

If you’re heading to a country or part of a country the Foreign and Commonwealth Office says you should avoid, you won’t be able to claim on your holiday insurance.

This article is provided by the Money Advice Service.