How to Claim Travel Insurance: A Step-by-Step Guide

Unexpected incidents are the last thing anyone wants to deal with while travelling abroad. Whether it is a travel delay, lost or damaged belongings, or an unexpected illness, any of these situations can quickly disrupt a trip.

For this reason, travel insurance has become an essential part of trip planning. As online applications become increasingly convenient, more travellers are purchasing insurance directly online. However, this also means they may need to manage the claims process themselves if something goes wrong.

This article provides a handy overview of the claims hotlines, email addresses, claim forms and 24-hour emergency assistance numbers offered by major travel insurance providers, making it easier for travellers to submit a claim when needed.

Most insurance companies now offer online platforms that allow policyholders to submit claims electronically. In general, policyholders can log in using their travel insurance policy number and personal details, complete the claim form, and upload the required supporting documents.

Alternatively, policyholders may download a travel insurance claim form and submit it by post or in person. These forms can usually be found on the insurer’s website.

If the form is difficult to locate, try searching online using the insurer’s name together with the phrase “travel insurance claim form”.

Many insurance companies offer 24-hour emergency assistance hotlines. Travellers who experience an accident or emergency while overseas can call these hotlines for advice and immediate support.

Before calling, policyholders should have their personal details and policy number ready so the insurer can verify their identity and follow up on the case more efficiently.

Supporting documents are essential when making a travel insurance claim. The documents required will depend on the nature of the claim, but may include:

• Travel documents: A copy of the travel insurance policy, passport, boarding passes, flight tickets and travel itinerary
• Flight delay or cancellation: Written confirmation from the airline stating the reason and length of the delay or cancellation
• Baggage delay: A baggage irregularity report issued by the airline, together with receipts for essential items purchased during the delay
• Lost or damaged baggage: An airline report, baggage tags, photographs of the damage, repair quotations and proof of ownership or purchase
• Theft or loss of personal belongings: A police report, receipts or other proof of ownership, and details of the items lost or stolen
• Medical treatment: Medical receipts, medical reports, prescriptions, diagnostic reports and medical certificates
• Hospitalization: Hospital bills, discharge summaries and medical reports showing the diagnosis and treatment received
• Trip cancellation or curtailment: Booking confirmations, cancellation invoices, refund records and documents supporting the reason for cancellation

Policyholders should keep all original receipts and request official written confirmation from the relevant airline, medical provider, police authority or other organization as soon as possible.

Many travel insurance policies require policyholders to submit a claim within 30 days after the trip has ended or after returning to Hong Kong.

Policyholders should therefore collect the necessary documents and submit their claim to the insurance company as soon as possible. A late submission may affect the outcome of the claim.

Last updated: 27 July 2026