What to do in the event of a claim

We hope that your holiday goes without a hitch, but in case something happens - we are here for you. This page will help you in case you need to make a claim.

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For medical emergency, medical expenses, repatriation and evacuation claims

In the event of an emergency, you should call us right away.

Please call the 24-hour emergency assistance number: +44 0203 ‍0931749

For information on what you may need to provide when making a claim, please see below.

For Travel Claims (Except Gadget):

You can submit your claim here:
AXA Claims Portal

You can call: +44 0203 ‍0931749

To see what information you will need to support your claim, please see below.

For Gadget Claims

Tell us about your claim as soon as possible by clicking here.

You can email: gadgetclaim@loveitcoverit.com

Telephone: 0300 ‍3030445

Please make sure you have your policy number, email address and full circumstances of the claim, as it will be needed to process the claim.


Claims Information – Medical

Emergency Medical Expenses

  • In case of any medical emergency, you must contact us on +44 0203 ‍0931749 as soon as possible.
  • For outpatient treatment (excluding fractures) you should pay for the treatment. Please keep all original receipts and obtain a medical report from the hospital confirming the illness or injury, any treatment and admission and discharge dates if applicable.
  • A medical report from the medical practitioner confirming the treatment and medical expenses.
  • If there are any outstanding expenses, please send a copy of the outstanding bill. Please also mark on it that it remains outstanding.
  • If you incur any additional expenses after the prior authorisation of AXA Assistance, please provide these receipts.

Hospital Benefit

  • Original receipts for any incidental expenses incurred.
  • Medical report confirming the dates of admission and discharge.

Personal Accident

  • Detailed explanation of the circumstances surrounding the incident, including photographs and video evidence (if this applies).
  • A medical certificate from the medical practitioner to confirm the extent of the injury and treatment given including hospital admission/discharge.
  • A death certificate (where applicable).
  • Full details of any witnesses, providing written statements where possible.


Claims Information

For all Claims:

  • Your original booking invoice(s) and travel documents showing the dates of travel and booking date.
  • Original receipts and accounts for all out-of-pocket expenses you have to pay.
  • Original bills or invoices you are asked to pay.
  • Details of any other insurance that may also cover the incident.
  • Any documentation you have to substantiate your claim
  • For all claims relating to illness or injury a medical certificate will need to be completed by the treating medical practitioner treating you, a close relative, or any person with whom you are travelling or staying with. Or any claims due to a death we will require a medical certificate from the medical practitioner treating you, a close relative, or any person with whom you are travelling or staying with and a copy of their death certificate.
  • Original receipts or proof of ownership for stolen, lost or damaged item(s).

Cancellation

  • Original cancellation invoice(s) detailing all cancellation charges incurred and any refunds given.
  • To submit a claim for abandonment after 24 hours delay you must obtain a written report from the carrier confirming the length and reason for the delay.
  • If your claim relates to other covered circumstances, we will detail what documents you would need to provide in the claim forms.

Cutting your trip short

  • Original receipt or booking invoice for new flight.
  • Original booking invoice for any unused pre-paid excursions confirming date and amount paid.
  • For all claims relating to illness or injury a medical certificate will need to be completed by the treating medical practitioner treating you, a close relative, or any person with whom you are travelling or staying with during the trip. If you are curtailing due to a death, we will require a medical certificate from the medical practitioner treating you, a close relative, or any person with whom you are travelling or staying with during the trip and a copy of their death certificate.

Missed Departure

  • Proof of reason for missed departure:
    • Failure of public transport – letter confirming length and reason of delay.
    • Breakdown – report from the breakdown company showing date and what was wrong with vehicle.
    • Motorway Problem – Highways agency printout of that date or written confirmation from the police showing location, duration and reason for delay.
    • Evidence of additional travel/accommodation expenses incurred as a result of missed departure.
  • Evidence of additional travel/accommodation expenses incurred as a result of missed departure.

Delayed Departure

  • Written confirmation from carrier (or their handling agents) confirming length and reason for delay.
  • Original receipts for purchases of refreshments and meals, or additional accommodation if necessary.
  • If after 24 hours delay on your initial outbound journey you choose to cancel, a cancellation invoice and letter from carrier confirming length and reason for delay.

Baggage Delay

  • Property Irregularity Report (PIR) from the carrier or their handling agents.
  • Letter from airline confirming reason and length of delay and when item(s) were returned to you.
  • Original itemised receipts for any emergency purchases made.

Baggage, Personal Money and Travel Documents

  • If your Baggage or Personal Money is lost or stolen a police report confirming you reported the incident to the police within 24 hours of you noticing the item(s) missing.
  • If your Travel Documents is lost or stolen a police or embassy report confirming you reported to the local authorities within 24 hours of you noticing the documents missing.
  • If lost or damaged by the carrier please obtain a PIR (Property Irregularity Report) and letter from the airline confirming the item(s) lost. Please also keep all luggage tags where possible.
  • If personal money was lost or stolen a police report confirming what happened and what was lost, and any bank statements/bureau de change receipt as proof of ownership.
  • A damage report and repair estimate for damaged item(s).
  • Keep any damaged items beyond repair as we may need to inspect them.
  • Original receipts for any additional accommodation or travel expenses incurred.


Claims Information – Legal etc.

Legal Expenses

  • Detailed explanation of the circumstances surrounding the incident, including any photographs and video evidence (where applicable).
  • Any writ, summons, or other correspondence received from a third party.
  • Full details of any witnesses, providing written statements where possible.

Personal Liability

  • Detailed explanation of the circumstances surrounding the incident, including any photographs and video evidence (where applicable).
  • Every writ, summons, or other correspondence received from a third party.
  • Full details of any witnesses, providing written statements where possible.