Making a claim
Important information during the coronavirus pandemic
To make a claim on your Free Spirit travel policy we would urge you not to call us at the present, as call wait times are likely to be substantial.
To ensure your claim form is processed in a timely fashion, please download and print the relevant claim form using the links below. We have also included some information to help you complete your claim form and let you know what documents you will need to send to us.
To view and download the claim forms below, you will need to have Adobe Reader installed on your computer. If you don’t have Adobe Reader, then you can download it here.
Select the appropriate claim form from the list below:
Cancellation
Download a Cancellation Claim Form
Q: What should I do?
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.
Q: What documentation do I need to back up my claim?
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
- Cancellation Invoice
- Medical Certificate (completed by the usual GP of the person whose condition gives rise to the claim)
Curtailment, Medical and Other Expenses
Download a Medical and Curtailment Claim
Q: What should I do?
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
Q: What documentation do I need to back up my claim?
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
Baggage, Personal Money and documents
Download a Baggage, Personal Money and Documents Claim Form
Q: What should I do?
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.
Q: What documentation do I need to back up my claim?
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
Delayed Departure, Missed Departure/Missed Connection
Download a Travel Delay/Disruption Claim Form
Q: What should I do?
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.
Q: What documentation do I need to back up my claim?
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).
Gadget Cover
Visit the online claims portal
Q: What should I do?
Log in to the Gadget Cover claims portal using the information on your Free Spirit policy, and follow the steps to raise your claim.
Otherwise, you can do so using the following details:
email: gadgetclaims@directgroup.co.uk
telephone: 0330 102 8698
Please notify of a claim as soon as possible, but ideally within 48 hours of your return to the UK.
End Supplier Failure Insurance
Fill in the claim form online
Q: What should I do?
Any occurrence which may give rise to a claim should be advised as soon as possible.
You can do so using the online claim form above. Otherwise, write to the following address, quoting your policy schedule number, Free Spirit Travel Insurance and reference ESFI V2-20:
IPP Claims at Sedgwick
Oakleigh House
14-15 Park Place
Cardiff
CF10 3DQ.
email: insolvency-claims@ipplondon.co.uk
telephone: +44 (0) 345 266 1872
Send the original completed form & original supporting documentation to:
Free Spirit Claims Department
Stansted House
Rowlands Castle
Hampshire
PO9 6DX
Frequently asked questions about making a claim
Q: When will my claim be settled?
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.
Q: Do I have to send original documentation?
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.
Q: When do I notify you?
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.
Contact the claims department
If your type of claim is not listed above, or if you would like to speak to the Claims Department, please call 02392 419 879. We are open Monday to Friday 9am – 5pm, closed Bank Holidays. Alternatively, email claims@freespirittravelinsurance.com.