Problems with your travel insurance claim

Summary

* before complaining to your insurer, check your policy to make sure you have a right to complain * you must first complain to your insurer using their internal complaints process * keep copies of all correspondence in case you need to take your complaint further * keep all receipts and send copies unless you're asked to provide the originals. If you have a problem with your travel insurance claim, it's important to check the small print in your policy to make sure that you are covered. An insurer may refuse to pay out some or all of your claim because: * you have an excess on your policy. The excess is the amount of the claim that the insurer won't pay at all. It is typically between £50 and £100 * you have an exclusion on your policy. Exclusions are things for which you're not covered and usually found in the small print * you've been overcharged for what you're claiming for. An insurer will only refund reasonable costs. If these are too high, you may have to pay for part of them yourself * you didn't take reasonable care. For example, if you left bags unattended or gave them to someone you didn't know and they go missing, the insurer may refuse to pay out * your cover does not.

Key information

• •before complaining to your insurer, check your policy to make sure you have a right to complain
• •you must first complain to your insurer using their internal complaints process
• •keep copies of all correspondence in case you need to take your complaint further
• •keep all receipts and send copies unless you're asked to provide the originals.
• •you have an excess on your policy. The excess is the amount of the claim that the insurer won't pay at all. It is typically between £50 and £100
• •you have an exclusion on your policy. Exclusions are things for which you're not covered and usually found in the small print
• •you've been overcharged for what you're claiming for. An insurer will only refund reasonable costs. If these are too high, you may have to pay for part of them yourself
• •you didn't take reasonable care. For example, if you left bags unattended or gave them to someone you didn't know and they go missing, the insurer may refuse to pay out
• •your cover does not replace new for old. Insurers may pay out less than you're claiming for, to allow for wear and tear of your belongings
• •you left valuables in checked-in luggage
• •you didn't tell the insurers about a pre-existing medical condition when you bought the insurance.
• •* before complaining to your insurer, check your policy to make sure you have a right to complain

Practical guidance

• •Source: [Problems with your travel insurance claim](https://www.citizensadvice.org.uk/consumer/insurance/types-of-insurance/travel-insurance1/problems-with-your-travel-insurance-claim/)

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