Making a claim

To make claiming on your travel insurance policy easier and quicker, you can 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 navigate to the correct section of the page, please click the policy you have from the list below, then the type of claim you wish to make.

Once you have fully completed the necessary forms, please send them to us. You can find our address at the bottom of the page.

Please click the type of claim you wish to make against your Free Spirit policy. This will navigate you to the section and documents you require.

Cancellation

Curtailment, Medical and Other Expenses

Baggage, Personal Money and Documents

Delayed Departure, Missed Departure or Missed Connection

 

Cancellation

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.

What documentation do I need to back up my claim?

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

• Schedule of Insurance (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)

To download a Cancellation Claim Form click here.

 

Curtailment, Medical and Other Expenses

What should I do?

• Emergency Medical

Contact the 24-hour Medical Emergency Assistance provider immediately if you are admitted as an inpatient.

• 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.

What documentation do I need to back up my claim?

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

• Schedule of Insurance (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, the amount 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

To download a Medical and Curltailment form click here.

To download a Medical Certificate click here.

Baggage, Personal Money and Documents

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 8 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.

What documentation do I need to back up my claim?

Please complete and return the form to Travel Claims Department with the original documentation to support your claim including:

For all claims

• Schedule of Insurance (if Annual Multi-trip insurance a copy would be sufficient)
• 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

To download a Baggage, Personal Money and Documents Claim Form click here.

 

Delayed Departure, Missed Departure/Missed Connection

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.

What documentation do I need to back up my claim?

Please complete and return the form to Travel Claims Department with the original documentation to support your claim including:

• Schedule of Insurance (if Annual Multi-trip insurance a copy would be sufficient)
• Booking Confirmation
• A 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)

Click here to download a Travel Delay/Disruption Claim Form

Send the original completed form & original supporting documentation to:

Travel Claims Department
P J Hayman & Company Ltd
Stansted House
Rowlands Castle
Hampshire
PO9 6DX

If your type of claim is not listed above, or if you would like to speak to the Travel Claims Department, please call 02392 419 020.

Alternatively, email claims@pjhayman.com