Claim forms

In the event of an insurance claim, you can download a claim form from ‘Table of Claims Forms’ and send it to the Claims Office as indicated by your country of origin of travel in ‘Table of Claims Offices’.

For additional Information you may also review the documents required section below.

You may download a copy of any of the following Claim(s) forms:

Claim forms for specific countries
South Africa United States of America
France Germany
Belgium and Switzerland

Claim forms for all other countries
Trip Cancellation Trip Curtailment (Cutting Short your Trip)
Medical and Associated Expenses Travel Delay & Missed Departure
Baggage Delay Personal Belongings and Baggage
Passport and Travel Documents Personal Accident
Personal Public Liability Physician Medical Certificate**

** Physician’s Medical Certificate is an extra document to be used if the applicable Claim Form indicates the need for it.

Please send all forms duly filled to the Claims Offices mentioned.

Claims Offices

For contact details to register and submit your claim click on the country where you purchased your travel insurance policy for the relevant contact details:

All countries except USA, Belgium, Italy, Switzerland, France and South Africa
Travel Guard
PO Box 60108, London, SW20 8US
United Kingdom
Telephone number: +44 1273 558 486
Telephone number (for Qatar) : +974 496 7584
Email: Etihad.claims@travelguard.com
Operating Hours : 0900 to 1700 hours GMT
 

German Speaking Passengers

PO Box 60108, London, SW20 8US
United Kingdom
Telephone number: +49 69 517 09516
Email: Schadenservice.de@travelguard.com
Operating Hours : Local hours: 0900 to 1700 hours GMT
 

U
nited States of America

Travel Guard
2727, Allen Parkway, 2nd Floor
Houston
Texas 77019
USA
Telephone number: +1 866 475 7507 (toll free) or +1 817 826 7037 (direct)
Email: aigtaclaims@aig.com 
Operating Hours : Local hours: 0900 to 1700 hours
 

F
rance

Chartis Europe SA
Department Indemnisation Assurance de Personnes
92079 Paris
La Defense 2 Cedex
France
Telephone number: +33 149 02 42 22
Email: travelassist.fr@travelguard.com 
Operating Hours : Local hours: 0900 to 1700 hours
 

C
hartis South Africa Limited

Travel Claims Dept
P.O. Box 31983
Braamfontein
2017
South Africa
Telephone Number : +27 11 551 8533
Email: SATravelClaims@chartisinsurance.com
Operating Hours : Local hours: 08h00 to 16h30 hours
 

B
elgium

Chartis Belgium
Telephone Number:+32 2 739 96 20
Email: contact.be@chartisinsurance.com
Operating Hours : Local hours: 0900 to 1700 hours
 

I
taly

Travel Guard 
C/o CHARTIS EUROPE SA
Rappresentanza Gen. per l’Italia
Via della Chiusa, 2 
20123 MILANO
ITALY 
Telephone: +39 02 91 483 100
E-mail: travelassist.it@travelguard.com
Operating Hours : Local hours: 0900 to 1700 hours
 

S
witzerland

Chartis Europe S.A., Courbevoie, 
Claims Department
Postfach, 8027 Zurich
Telephone: +41 43 333 37 00
Fax: +41 43 333 37 99
E-Mail: claimsCh@chartisinsurance.com
Operating Hours : Local hours: 0900 to 1700 hours
 

Arabic speaking passengers
Telephone: +971 4 6014455
Or email on: Etihad.assistance@chartisinsurance.com
Operating Hours : Local hours: 0900 to 1700 hours from Sunday to Thursday

Please note: Claims submissions can only be made during the local hours of the office you are submitting to.

Documents required

Canceling and Cutting Short your Trip

1. Insurance policy schedule/certificate of insurance/tour operator booking invoice showing payment of your insurance premium.
2. Original evidence to substantiate travel e.g. booking invoice, travel itinerary, tickets, insurance certificate/document.
3. All unused and used travel tickets, itineraries etc.
4. Letter confirming whether any refund is due.
5. If curtailment is due to a medical condition, including death attach the medical certificate completed by the usual medical practitioner of the individual whose condition has caused the submission of the claim.
6. If curtailment was due to an injury or illness suffered by an individual appearing on the certificate of insurance and who traveled on the holiday, provide written confirmation of the physician who treated the individual that curtailment was necessary.
7. If cancellation or curtailment is due to death, a certified copy of the death certificate needs to be submitted. In addition, if the deceased was insured under the certificate on which this claim is being submitted we require a copy of the Grant of Probate/Letters of Administration issued in respect of the deceased’s estate.
8. If the claim is being submitted as a result of an injury provide a full description of the incident leading to the injury. If a 3rd party was involved, provide their details and those of their insurer if available.
9. If cancellation or curtailment is for any other reason, forward independent written evidence of the incident or circumstances that have resulted in the submission of the claim.
10. The original holiday cancellation invoice. If the booking was flight only it might not be possible to obtain this document. If this is the case provide a written statement to this effect from the travel agent.
11. If cancellation is due to redundancy we require a letter from your former employer which confirms that you have been made redundant and are due to receive payment under current redundancy payment legislation, the position you held and your length of service.
12. If cancellation is on medical grounds, including death, the attached medical certificate/s must be completed by the usual medical practitioner of the individual whose condition has led to the submission of the claim.
13. If cancellation is due to being called for jury duty, submit summons of jury duty.
14. For curtailment, an official letter confirming the need for your return or emergency posting overseas.

Personal Belongings, Baggage, Passport and Travel Documents

1. Insurance policy schedule/certificate of insurance/tour operator invoice showing payment of your insurance premium.
2.  Original evidence to substantiate travel e.g. booking invoice, travel itinerary, tickets, insurance certificate.
3. Police report if property was lost/stolen whilst it was not in the custody of a carrier.
4. If original claim is for property lost, stolen or damaged whilst in the custody of a carrier, forward a copy of their or their agent’s report, their written confirmation that no payment has been issued to you and all used travel tickets and baggage tags.
5. For all personal possessions claimed, provide pre-loss supporting documentation in the form of receipts or visa/bank statements showing the purchase of the items claimed for. Also forward the manuals and guarantee documentation for any watches, cameras or electronic goods claimed for.
6. Damage claims only – provide an estimate for repair or it the item is damaged beyond repair, confirmation of this from a relevant tradesman. Retain all damaged items as we may require them to be forwarded to our offices.
7. Baggage delay claims only – Copy of baggage tags.
8. Baggage delay claims only – A dated official confirmation letter from the airline that the baggage is lost or delayed (duration of delay).
9. Baggage delay claims only – receipts for necessary purchases of clothing and toiletries and the carrier’s confirmation of the incident and the date and time your luggage arrived.
10. Loss of passport claims only – a consular report
11. Loss of passport claims only – receipts for travel, accommodation and communication expenses incurred in obtaining a replacement passport or travel document.

Travel Delay

1. Insurance policy schedule/certificate of insurance/tour operator invoice showing payment of your insurance premium.
2. Copy of the ticket showing the original itinerary.
3. Copy of boarding pass of planned travel.
4. A dated official confirmation letter from the airline stating the reason for delay and duration of the delay.

Medical and Other Expenses & Personal Accident (including Cash in Hospital if applicable)

1. Insurance policy schedule/certificate of insurance/tour operator invoice showing payment of your insurance premium.
2. Original evidence to substantiate travel e.g. booking invoice, travel itinerary, tickets, insurance certificate/document.
3. Passport copies showing the exit and entry dates
4. Original receipts for all expenses incurred.
5. You must have a doctor complete the medical certificate.
6. An official letter from the treating physician to confirm that additional expenses were medically necessary
7. Any medical report and/or information given on the site of the site of the medical emergency.
8. If the claim is submitted on behalf of the estate of a deceased insured, copies of the death certificate and the Grant of Probate/Letters of Administration need to be attached. If the insured passed away due to illness rather than as a result of injury, the medical certificate must be completed by the deceased’s usual medical practitioner.
9. If the claim is being submitted as a result of an injury provide a full description of the incident leading to the injury. If a 3rd party was involved provide their details and those of their insurer if available.
10. For Cash in Hospital, proof of hospital admission and discharge dates and times.

Missed Departure

1. Copy of ticket showing the original itinerary.
2. Confirmation of the reason for the delay and how long it lasted from the appropriate authority.

Personal Accident and Personal Public Liability

1. Insurance policy/schedule/certificate of insurance/tour operators booking invoice showing payment of your insurance premium.
2. Full account of the circumstances leading to the accident and the injuries sustained, including the details of any witnesses or 3rd parties involved in the incident.
3. Original holiday booking invoice.
4. Details of your regular general practitioner and any specialists from whom you have received treatment and your written confirmation that we may contact them for further information.

Legal Expenses

1. Proof of injury, illness or death
2. Proof of the nature of the legal costs incurred
3. Original receipts for legal expenses

Bail Bond for Motor Accident

1. Police report of traffic accident
2. Bond request

Notes applicable for all countries

Emergency Medical Assistance Number

Failure to call the Emergency Medical Assistance Number in respect of the Accidental Medical benefit shall invalidate your claim, if any.

Failure to report a claim

Failure to report a claim within reasonable time from the date of loss shall invalidate your claim, if any.

Treatment abroad

If you go into hospital abroad and you are likely to be kept as an inpatient for more than 24 hours or if your outpatient treatment is likely to cost more than $500, someone must contact the Medical Emergency Assistance Company for you immediately. If they do not, we may provide no cover or we may reduce the amount we pay for medical expenses.

What to do in the event of an insurance claim

  • Claim forms

    You can download a claim form from listed relevant PDFs below and send it to the apropriate claims office.
  • Documents required

    For additional Information you may also review the 'documents required' section below.
  • Office addresses and contacts

    Should you have any claims to report, the mailng/contact office addresses could be located under the list of downloadable forms.