Common claims questions
Before making a claim, it’s important to check that your policy includes cover for what’s happened. You can do this by reading our policy wording and checking the level of cover you chose, both of which are shown on your validation certificate.
Please also be aware of any exclusions. For example, certain sporting activities aren’t included, and cover may not apply if a pre-existing medical condition wasn’t declared or if alcohol was involved.
What happens if I have to cancel my trip due to ill health?
If you’ve been advised that you’re unfit to travel, or you need to cancel your trip due to medical reasons or poor health, we may be able to help. As a first step, contact your travel provider to see whether alternative travel dates are available. If your holiday can no longer go ahead, you may be able to submit a claim to our claims team for further review.
Will I be covered if I have to cancel my holiday or cut it short?
If you need to cancel a holiday or return home earlier than planned, there may be support available through your travel insurance, depending on what’s happened and the cover you chose. Cover may apply if you need to end your trip early and return to your home country due to unforeseen circumstances beyond your control. These are situations that weren’t known when you booked your trip or when you purchased your policy (if you did so at a later date).
If your claim is covered, we may pay up to the amount shown in your table of benefits for any non-refundable deposits and costs you’ve already paid (or are contracted to pay) for travel and accommodation that you’re unable to use. This can also include pre-paid excursions, up to £250, where applicable.
Cancellation cover limits vary depending on your level of cover:
- Essentials – up to £1,000
- Classic – up to £5,000
- Deluxe – up to £7,500
These same limits also apply if you’re forced to cut short a trip that has already started.
What if my flight is cancelled?
If your flight is cancelled, your first step should be to contact your travel provider, such as the airline or cruise line. They should offer you a refund or the option to change your travel dates.
If your travel provider is unable to help, and you paid by credit card, you may also be able to request a chargeback through your bank.
If neither of these options resolves the issue, you may be able to make a claim on your travel insurance. To understand what may be covered, please check the “Travel Delay” section of your policy wording.
What happens if there’s a death or serious illness in the family?
If you experience the unfortunate death or serious illness of a family member, you may be able to make a claim on your travel insurance, depending on the circumstances and your policy.
For a claim to be considered, the death or illness must be unforeseen. This means it was unexpected at the time you booked your trip or purchased your policy. If the death was due to a pre-existing serious medical condition or terminal illness that was already known when you took out your policy, cover may not apply.
If the death or serious illness occurs while you’re on holiday, you may be able to claim for having to cut your trip short or return home early, as long as the event was unforeseen. This can include:
- the unforeseen death of a close relative
- the unforeseen, imminent death of a close relative
- an unforeseen serious accident or illness affecting a close relative
If you need to make a claim, it’s important to contact us as soon as you can. If you’re already away, please speak to us before arranging travel home, so we can explain what your policy may cover and what to do next.
You may be asked to provide supporting documents once you’re back home, such as a copy of the death certificate. We understand this can be a very difficult time, and we’ll do our best to make the process as straightforward as possible.
To talk to us about your claim, call +44 1403 288 123 or submit your claim online.
What should I do if my personal possessions are lost or stolen while I’m away?
If your personal baggage is lost or stolen, you’ll need to report it to the local police and, where relevant, the carrier (such as an airline) within 24 hours of discovering the incident. It’s also a good idea to request a written report from the police.
Once you’ve returned to the UK, please contact our claims service to begin your claim.
How do I claim for lost, stolen, or damaged baggage?
If your personal baggage or possessions are lost, stolen, damaged, destroyed, or not recovered during your trip, you may be able to make a claim.
You can start a baggage claim using one of the claim options above. If you’re submitting a claim by post, you’ll need to complete the Money and baggage claim form.
If your claim is covered, we may pay up to the amount shown in your table of benefits, depending on the level of cover you chose.
During the Christmas period (travel between 15 December and 15 January only), the overall baggage cover limit is increased by £500, where applicable.
Am I covered for emergency dental?
Cover may apply where treatment is needed for:
- immediate relief of pain, or
- emergency repairs to dentures or orthodontic appliances, where this is necessary to help with eating.
Do you cover repatriation?
Repatriation is included as part of Avanti travel insurance when it’s medically necessary. The amount covered forms part of your emergency medical and repatriation expenses, which vary by level of cover.
If you become seriously ill or injured while travelling and need to return home early for medical reasons, contact Avanti Assistance as soon as possible. They’ll assess the situation and explain what support may be available.
If it isn’t an emergency, Avanti Assistance must usually authorise medical or return-home costs over £350 in advance. If you’re unable to contact us yourself, someone acting on your behalf should do so as soon as possible.
If your situation is covered, emergency medical and repatriation expenses may include necessary medical treatment, ambulance transport, recommended return-home travel, a medical escort where needed, and reasonable related costs, such as taxis to and from hospital and calls to Avanti Assistance.
Are travel tickets paid for using any airline mileage reward scheme covered?
Travel tickets that have been paid for using any airline mileage reward scheme, such as Air Miles, are not covered.
