What Information to Keep for a Travel Insurance Claim

For a travel insurance claim, keep the policy details, a factual timeline, proof of the original booking and payment, evidence of what happened, reports from the relevant authority or provider, receipts for additional costs and a complete record of communication with the insurer.

Start with the policy instructions

Find the policy number, emergency-assistance contact, claims contact, excess, relevant section and time limits. Check whether the insurer must authorise treatment, alternative transport or major expenses in advance. Contact the emergency assistance service promptly where the policy requires it.

Write a factual timeline

Record when and where the incident happened, who was involved, what was reported, what action was taken and how the loss developed. Separate facts from assumptions. Add dates and local times to calls, messages, reports and purchases.

Keep original booking and payment evidence

Retain confirmations, invoices, ticket conditions, package details and card or bank evidence showing what was paid. For cancellation or curtailment, keep evidence of non-refundable amounts and any refunds or credits already offered.

Obtain relevant incident evidence

Depending on the event, this may include a police report or reference, airline or hotel report, property irregularity report for baggage, medical documents, death or illness evidence, repair assessment, photographs or witness details. Follow local reporting requirements and the policy wording.

Keep every additional-cost receipt

Retain itemised receipts for meals, accommodation, transport, replacement essentials, calls or other expenses. Note why each cost was necessary and whether another organisation reimbursed it. A card statement alone may not show what was purchased.

Record what the travel provider did

Keep cancellation messages, delay confirmations, rebooking offers, refund decisions and complaint references from airlines, accommodation providers or tour operators. Insurance usually does not replace money recoverable from another responsible party, so record what has been claimed elsewhere.

Preserve insurer communication

Record the date, time, adviser name, reference and substance of every call. Save forms, emails and uploaded documents. Keep copies of the exact material submitted. Do not send original irreplaceable documents unless specifically required and safely handled.

Be complete and accurate

Answer questions truthfully and disclose relevant information. Do not alter receipts, exaggerate losses or present estimates as actual costs. Explain gaps instead of inventing detail. Fraudulent information can invalidate a claim and have wider consequences.

Protect sensitive records

Claims may contain passports, medical information and financial data. Use the insurer portal or another approved secure method. Redact irrelevant details only when the insurer permits it, and keep a protected local copy of the final submission.

Turn scattered travel information into one usable plan

Keep the confirmed booking reference, traveller names, dates, local times, addresses, contact details and cancellation terms together. Record the source of each detail and distinguish confirmed arrangements from ideas or provisional holds.

Create a day-by-day view that includes realistic transfer time, check-in requirements and essential deadlines without filling every hour. Add the information needed when offline, such as accommodation addresses, transport references and emergency contacts.

Store copies of important documents securely and separately from the originals. Share an appropriate summary with a trusted person, but avoid exposing passport, payment or insurance information more widely than necessary.

Common travel-planning and evidence mistakes

Do not rely entirely on one email inbox, one device or a live internet connection. Do not assume a screenshot will update when a timetable, gate, policy or booking changes.

Avoid mixing local time and home time without labels. Check that names match travel documents and that each traveller has the correct booking, baggage, visa and insurance information for the journey.

After disruption, do not discard boarding passes, receipts, notices or original correspondence. Keep factual notes and avoid exaggerating losses or treating an unconfirmed entitlement as guaranteed.

Use checkpoints before and during the trip

Review the plan when booking, one month before departure where practical, several days before travel and again on the day. Confirm current official entry requirements, provider instructions and opening or check-in times from authoritative sources.

During the trip, record significant changes and expenses promptly. Photograph receipts where useful, preserve originals when required and note who gave any instruction or assurance.

After returning, close outstanding claims, refunds and complaints, then remove unnecessary sensitive copies in line with your retention needs. Keep a concise final record of what was resolved and what remains open.