Claims

Need to make a claim? We're here to help you

It is when you need to make a claim that you find out how good your travel insurer really is. You can be sure that we will deal with your claim quickly and fairly.

Call: 0845 246 8680

Lines open: 8am-6pm Monday to Friday

In an emergency, call our 24-hour Direct Line Assistance Service:

Abroad:

+44 1252 740098

Or in the UK:

0870 241 4628

Your step-by-step guide to making a travel claim

Before you ring us:

Please have your policy number ready - you will find this at the top of your policy schedule.

What happens next?

  • You will be asked to provide details of your claim by one of our friendly Claims Advisers.
  • We will advise you whether your claim is covered by your policy and the amount of any excess which may apply.
  • We will issue a claim form to you if necessary.
  • You may be asked to provide us with additional information to support your claim.
    We will explain to you what will happen next.

Frequently asked claims questions:

Q: What kind of details and additional information will I be asked to provide?

Q: What is a Policy Excess?

Q: What service does the 24 hour emergency assistance offer?

Q: How will I know if my claim is covered by my policy?

Q: While I'm away from home, do I need to report any loss or theft to the police?

Q: What should I do if my belongings are damaged or temporarily lost in transit?

Q: What should I do if I need medical attention while abroad?

Q: What should I do if I need to return home urgently?

Q: What do I need to do in the event of a travel delay?

Q: Are there any organisations I can contact for counselling if I am upset by the incident?

Q: How long will it take to sort out my claim?

Q: Who will deal with my claim once it has been reported?

Q: What measures do Direct Line take to prevent fraud?

What kind of details and additional information will I be asked to provide?
It is essential you keep receipts, guarantees, instruction manuals, valuations or photographs of your belongings as these may help to support your claim.

We may also ask you to provide us with estimates or invoices for claims involving replacement of items or medical expenses.

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What is a Policy Excess?
This is the part of the claim that you agree to pay - we cover you for the remaining amount up to the limit of your cover. Our Claims Advisor will inform you of the amount of the excess and details can also be found in your policy booklet.

We will deduct the amount of the Policy Excess from the settlement of your claim, or alternatively our appointed specialist or supplier will collect this amount from you on our behalf.

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What service does the 24 hour emergency assistance offer?
When away from home, the unexpected always seems to happen at the most inconvenient time. You can call our emergency helpline service, which is operated in conjunction with Direct Line Assistance Service. You will need to select the correct number depending on your geographical location.

Both Direct Line Assistance Services are specialist providers who operate a 24-hour emergency assistance service. They are available at any time to discuss the nature of your problem and to provide specialist advice and assistance to you.

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How will I know if my claim is covered by my policy?
Our Claims Advisers are fully trained and have an excellent knowledge of the policy cover you have arranged with us. Wherever possible, we will let you know during your first call to us whether your claim is covered by your policy.

It may help you to read through your policy details before ringing us to report your claim.

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While I'm away from home, do I need to report any loss or theft to the police?
Yes, you should report any loss or theft to the police within 24 hours of discovery. In the event that you are unable to contact the police, a report should be made to either your tour representative, accommodation provider or carrier - for example the airline or ferry company.

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What should I do if my belongings are damaged or temporarily lost in transit?
You should report any damage or temporary loss to your carrier (for example the airline or ferry company) and obtain a 'Property Irregularity Report' (commonly known as a 'PIR') from them. Please keep any damaged items for inspection.

If your belongings have been temporarily lost and you need to purchase any replacement items, please keep all your receipts as this will help us to deal with your claim.

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What should I do if I need medical attention while abroad?
For everything except very minor medical conditions, you should contact our emergency helpline straightaway for advice and assistance. For any other medical treatment, you should pay any bills yourself and keep the receipts as this will help us to deal with your claim.

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What should I do if I need to return home urgently?
In the event that you need to return home urgently - don't worry - simply contact our emergency helpline straightaway for advice and assistance.

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What do I need to do in the event of a travel delay?
You should obtain written confirmation from the airline, train or ferry company, giving exact details of the reason for and length of the delay.

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Are there any organisations I can contact for counselling if I am upset by the incident?
Direct Line, in association with Victim Support, can provide you with support when you need it the most. The emotional effects of a theft or loss can be difficult to deal with - you may feel angry, frightened or unsafe.

Most people suffer in silence, but you needn't - just sharing your thoughts can help. Together, Direct Line and Victim Support can help you pick up the pieces practically and emotionally.

Victim Support is the national charity offering victims of crime emotional support through trained volunteers and, if you need a knowledgeable and sympathetic ear, the service is available 24 hours a day.

Simply call the Victim Support line on 0845 30 30 900 or have a look at their website.

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How long will it take to sort out my claim?
Some claims are more straightforward than others. When you call us, one of our Claims Advisers will give you an indication of the timescales involved.

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Who will deal with my claim once it has been reported?
We have our own dedicated Travel Claims Unit, based in our Glasgow office.

The contact details are:

Travel Claims Unit
Direct Line House
14-18 Cadogan Street
Glasgow
G2 6QN
Telephone - 0845 246 8680
Fax - 0141 204 4754
Calls may be recorded

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What measures do Direct Line take to prevent fraud?
Our main aim is to ensure that our honest customers, which of course are the vast majority, are dealt with as soon as possible. However, we know that fraud is a reality and that a very small number of people provide false details in order to make up, or inflate claims. We believe that it is important that we identify these people and avoid paying such claims as they affect the cost of insurance for everybody. As fraud is a criminal offence, we believe it is our duty to forward details of fraud to the police.

There are a number of insurance industry databases through which we share information with other companies about claims and fraudsters. This allows us to use the latest technology to make many checks looking for unusual features and fraud. We also share some information about fraud with other companies within the financial services industry, the police and other bodies where the law allows us to do so.

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These pages are for information purposes only. They do not form part of the contract of insurance.

Insurance policies are subject to our normal underwriting criteria.

Calls may be recorded. Max call charge from a BT landline is 3p per minute. Calls from other networks may vary.