Making a claim

Notify the travel agent/tour operator immediately you need to cancel and obtain a Cancellation invoice. If you delay we will only pay for those that you would have had to pay on the date it would have been reasonable for you to cancel.

• Policy Schedule (if Annual Multi-trip insurance a copy would be sufficient)
• Medical Screening Confirmation (where applicable)
• Booking Confirmation
• Cancellation Invoice
• Medical Certificate (completed by the usual GP of the person whose condition gives rise to the claim)

Emergency Medical
Contact the 24 hour Medical Emergency Assistance provider immediately if you are admitted as an inpatient.The 24 hour Medical Emergency Assistance number on +44 (0) 208 763 3433.

Curtailment/cutting short your trip
Contact the 24 hour Medical Emergency Assistance provider to confirm that the reason for cutting short your trip will be covered and that your expected additional expenses are reasonable

Please complete and return the form to Free Spirit Claims Department ensuring the following original documentation is included:

• Policy Schedule (if Annual Multi-trip insurance a copy would be sufficient)
• Medical Screening Confirmation (where applicable)
• Holiday Booking invoice showing the date the holiday/trip was booked to travel, travel dates, destination, amounts paid and purchase of your travel insurance (if applicable)
• All Medical Receipts and Invoices (French medical accounts should be signed by you in the ‘signature de l’assure’ box before submitting them)
• A Medical Report from the treating doctor
• We are unable to accept costs which are not supported by proof of payment

Ski Pack Claims

• Written confirmation from the treating doctor that you were unable to use the remaining proportion of your ski pack
• Original Receipts/Invoices for the Ski Pack items showing how many days they were booked for and the amount paid

For Curtailment Claims

• The Medical Certificate completed by the usual treating GP of the person causing the claim
• The Tour Operator’s report into the incident which caused the curtailment (where available)
• Any flight tickets/boarding passes etc. which confirms the return home journey

Damage to Baggage/Ski Equipment during your trip

Retain the items in case we wish to see them (note: You may not abandon any property to us). You will need to obtain an estimate for repair or a letter confirming that the damage is irreparable.

Delay of Baggage / Ski Equipment in transit

Retain your tickets/luggage tags and report the matter to the carrier and obtain a Property Irregularity Report form or its equivalent. If your personal baggage is delayed for more than 12 hours on your outward journey and you need to buy or hire essential items, ensure that you keep all receipts.

Loss of Baggage / Ski Equipment, Personal Money and Travel Documents during your trip

Notify the police as soon as possible (within 24 hours of discovery or as soon as possible after that) and obtain a written report and reference number from them. Also report the loss to your tour operator’s representative or hotel/accommodation manager and if possible obtain a written report. You will be expected to provide proof of purchase/ownership and/or receipts or pre-loss valuations.

Please complete and return the form to Free Spirit Claims Department ensuring the following original documentation is included:

For all claims

• Policy Schedule (if Annual Multi-trip insurance a copy would be sufficient)
• Medical Screening Confirmation (where applicable)
• Booking Confirmation
• The original receipts/proof of pre-loss purchase for the items you are claiming for, in the event you are claiming for delayed luggage please forward all the original receipts for the emergency purchases (we are unable to return the receipts for the emergency purchases)

Claims for damaged items

• Written confirmation from a trade’s person to confirm the cost to repair the item or to confirm the item is beyond economical repair

Claims where an airline/carrier is involved

• Incident report to confirm loss/damage or delay has been reported to the carrier (as required) in the event the incident involves an airline this document is a Property Irregularity Report or PIR (we are unable to return this document)
• Baggage delivery report/proof of delivery which will confirm the length of the delay to your baggage (we are unable to return this document)
• Baggage tags and tickets

If your baggage has been irretrievably lost by the airline please forward

• Written confirmation from the Airline to confirm the baggage has been irretrievably lost
• Written confirmation from the Airline to confirm the amount of compensation due to you from them as a result of the loss of your baggage

If you have suffered a theft or lost items during your trip please forward

• The original police report to confirm you have reported the loss (as required)
• The local tour operator’s representatives report into the incident (where available)
• Proof of the pre-loss drawings/currency exchange for the money you are claiming for

You need to obtain a letter from the airline, railway company or shipping line (or their handling agents) which shows the scheduled departure time, actual departure time and the reason for the delay. If You are delayed getting to Your Departure Point, You must provide proof of the delay (e.g. a Police or motoring organisation report) and provide receipts for necessary expenses incurred.

Travel delays – EC Regulations
This policy is not designed to cover costs which are met under the EC Regulation No. 261/2004. Under this regulation if you have a confirmed reservation on a flight, and that flight is delayed by between 2 and 4 hours (length of time depends on the length of your flight) the airline must offer you meals, refreshments and hotel accommodation. If the delay is more than 5 hours, the airline must offer to refund your ticket. The regulations should apply to all flights, whether budget, chartered or scheduled, originating in the EU, or flying into the EU using an EU carrier.

Please complete and return the form to Free Spirit Claims Department ensuring the following original documentation is included:

• Policy Schedule (if Annual Multi-trip insurance a copy would be sufficient)
• Medical Screening Confirmation (where applicable)
• Booking Confirmation
• Written report from the appropriate authorities confirming the disruption to your pre-planned travel arrangements
• Letter from the Airline/Carrier confirming the duration of the delay and the reason for the delay
• In the event of your Planned Travel Arrangements being disrupted please forward the Original Receipts/Proof of Payment for the incurred additional travel expenses (only).

You can usually expect to receive one of the following within 5 working days of us receiving your completed claim form:

• A cheque to cover your claim.
• A request for more information and why we need it.
• An explanation of why your claim is not covered under the terms of the policy.

Please note that photocopies are not acceptable when processing claims and we must have sight of the original documents. Some original documents can be returned, if requested, once settlement has been made. If your claim is not covered we will return all your original documentation.

For all sections 
The notification must be made within 31 days or as soon as possible thereafter following any bodily injury, illness, incident, event, redundancy or the discovery of any loss or damage which may give rise to a claim under this policy.