The fate of a cancellation claim is decided by its documents – this list brings together what insurers typically ask for, grouped by reason. The documentation article covers the how; this page covers the what: work through it before you submit your claim.
- Every cancellation claim has a common core: proof of the booking and payment, confirmation of the cancellation, and a statement of the cancellation cost.
- On top of that comes the reason-specific document: a specialist's report, a discharge summary, an official report – following the official-report principle.
- Submit the package all at once – each round of requests for missing documents adds weeks to the case.
The common core (for every reason)
☐ The cancellation cover policy (or the document confirming your cover). ☐ Proof of the booking: a booking confirmation from the travel agency, ticket confirmations, accommodation bookings. ☐ Proof of payment: transfer receipts, invoices. ☐ Confirmation of the cancellation (dated! – the cancellation-cost tier depends on this). ☐ The provider's itemised statement of the cancellation cost and any refund. ☐ A bank account number for payment.
For illness or accident
☐ Specialist's medical report: a specialist clinic's opinion, an outpatient record, a discharge summary – with diagnosis, treatment and dates (a GP's note on its own is typically not enough). ☐ If available: a doctor's formal statement that you are unfit to travel. ☐ For hospital treatment: the discharge summary. ☐ If the person affected is a fellow traveller or family member: their documents plus proof of the relationship (the eligible circle follows the policy wording – fellow-travellers chapter).
Home incidents and other reasons
☐ For a house fire: a fire brigade report or official confirmation. ☐ For a burglary: a police report. ☐ For a death: a death certificate plus proof of the family relationship. ☐ For other reasons named in the policy wording (employer-related, official): the document specified there – your own policy's list of reasons governs. If in doubt, ask the insurer or me before you submit, about what counts as sufficient proof.
Submitting the claim
☐ The claim form filled in (online is fastest – the process). ☐ The full package submitted together, in legible copies – keep the originals. ☐ The deadline checked (per the policy wording, counted from when the reason arose). ☐ The deductible noted – the payout will be that much less than the loss. If the outcome is disputed: help from the broker.
Frequently asked questions on this topic
Is it enough to submit scanned documents?
For the claim notification, typically yes – a good-quality photo or scan. Keep the originals: the insurer may ask for them, and in a disputed case the original is the reference point.
Can the insurer contact my doctor?
Within the authorisation you give for the claims process, the insurer's medical expert may liaise with your doctor or ask for additional documents – that's a normal part of the process. The more complete the first document package, the less often this is needed.
How long should I keep the documents from a cancellation case?
Until the case is closed, without question, and it's worth keeping them within the limitation period afterwards too – a dispute or a follow-up question can surface at any time. A digital copy (a cloud folder) is the easiest safeguard here: it takes up no space, and it can't get lost.
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