Travel insurance pays only when you can prove what happened and what it cost. Most rejected or delayed travel claims come down to two problems: missing documents and missed deadlines. The time to think about the claim is before and during the trip, not after you get home.
Before you leave
- Save the policy and certificate on your phone, along with the 24-hour assistance number.
- Read the definitions of covered reasons for cancellation, pre-existing conditions, and "common carrier" delays. Coverage is limited to what the policy lists.
- Check your other coverage. Many US health plans have limited benefits abroad. According to Medicare.gov, Medicare usually does not cover health care while you travel outside the US, with narrow exceptions, while some Medicare Supplement (Medigap) policies may cover emergency care abroad. Credit cards may also include trip or baggage coverage, which can affect which policy pays first.
- Keep booking records: invoices, cancellation terms, and proof of what is non-refundable.
During the trip: call first
For a medical emergency, get care first. As soon as you can, contact the insurer's assistance service. Many policies require approval before non-emergency treatment, hospital admission or medical evacuation, and the assistance company may arrange direct payment to the hospital. Paying out of pocket and claiming later is possible, but approval rules still apply.
For other incidents, act on the spot: report theft to the local police and get a written report; report damaged or missing bags to the airline before leaving the airport and keep the property irregularity report; ask the carrier for written confirmation of delays or cancellations and their cause.
Documents by type of claim
| Claim | Typical documents |
|---|---|
| Trip cancellation | Proof of the covered reason (for example a physician's statement), booking invoices, cancellation penalties and refunds received |
| Trip interruption | Proof of the reason, original itinerary, receipts for new tickets and unused prepaid arrangements |
| Emergency medical | Itemized medical bills, medical report with diagnosis, prescriptions, proof of payment |
| Travel delay / missed connection | Carrier's confirmation of the delay and its cause, receipts for meals and lodging |
| Baggage loss or delay | Airline report, baggage claim tags, receipts for essentials and for the items lost |
Foreign bills should be itemized. If they are not in English, the insurer may ask for a translation. Keep card statements showing the exchange rate you actually paid.
Timelines
Each policy sets its own deadlines: a period to notify the insurer of a claim, and a longer period to submit proof of loss. They are usually counted from the date of the incident, not from your return. Look them up in your policy and calendar them. If you cannot get a document in time, notify the insurer anyway and explain what is pending.
Insurers, for their part, must follow state claim-handling rules. Many are modeled on the NAIC Unfair Claims Settlement Practices Act, which treats failing to acknowledge claim communications with reasonable promptness, or failing to affirm or deny coverage within a reasonable time after the investigation, as unfair practices.
How the claim is paid
- Other sources first. Airlines, hotels and tour operators may owe refunds or compensation. Travel insurance often pays only what they do not, so include their responses.
- Primary vs secondary medical coverage. Some policies pay first; others pay only after your health plan. Secondary coverage may require a denial or an EOB from your health insurer.
- Limits and deductibles. Each benefit has its own maximum, and baggage benefits often have per-item limits and depreciation.
Common reasons for denial
- The reason for cancellation is not on the list of covered reasons, or the event was already known when the policy was bought.
- A pre-existing medical condition without a waiver.
- No police or carrier report, or no proof of payment.
- Treatment or evacuation arranged without required approval.
- Claim filed after the deadline.
If your claim is denied, request the reasons in writing, provide what is missing and ask for reconsideration. You can complain to the insurance department in your home state. Our guide to denied claims explains the next steps.
A simple routine
Photograph every receipt the day you get it, keep a folder per trip, write down names and times of every call, and submit the claim as a single complete package. Complete files are processed fastest.
Planning a trip? Compare plans in our travel insurance section or request a quote.