Documents are the raw material of claims handling: the insurer doesn't reimburse the story, it reimburses the proven cost and the proven event. The good news: collecting them isn't complicated if you follow one simple system on the road – every piece of paper in one place, a photo of every event, and nothing gets thrown away until you're home.
- The basic rule: for what happened, get a document (an official report, medical paperwork), for what you paid, get a receipt (invoice, till receipt, statement).
- The best tool for collecting is your phone: photograph everything straight away – and keep the original too.
- Once you're home, the order of your documents shapes the claim: see the article on submitting it.
Event documents
These prove what happened: for medical care, test results, the discharge summary, prescriptions; for an accident, the official report from the scene (for a skiing accident, the piste patrol's report); for theft, the police report; for an airport baggage case, the PIR; for a flight delay, the airline's confirmation. Golden rule: ask for a copy of every document or photograph it – reaching institutions abroad afterwards is difficult.
Payment documents
These prove what you paid: invoices and receipts for medical costs, medication, essential purchases, rearranged transport; a bank card statement as backup (typically not enough on its own – the invoice shows what the item actually was). Always ask for a receipt when paying cash. The insurer handles the currency exchange rate according to its own policy conditions – your job is the receipt, not the conversion.
A practical system
A simple method that works: one physical collection point (a zip pocket in your suitcase) for every piece of paper + one folder on your phone (a photo of every document, on the day it's issued) + one note with a timeline of events (when, what, who you spoke to – including the times of your assistance hotline calls). This trio is worth its weight in gold for a claim, and it's manageable even under stress. Its pre-departure counterpart is the travel document checklist – with the policy and the assistance hotline number saved on your phone.
How long should you keep them?
Keep everything until the claim is closed – the original papers too: the insurer may ask you to submit the originals. In a disputed situation (rejection, partial reimbursement), the documents are the basis for a request for review – this is also where help from the broker comes in: see the disputed claims article. So keeping things organised isn't bureaucracy – it's the proof behind your money.
Frequently asked questions on this topic
I lost a receipt – is that item gone for good?
Not necessarily: for card payments, the statement plus a follow-up confirmation from the provider can replace it. But the trade-off is poor: getting it afterwards takes hours, while putting it away on the spot takes seconds.
The invoice and the medical report are in a foreign language – do I need a translation?
Insurers typically accept documents in English; for other languages, they may ask for a translation – the policy conditions set out who pays for it. In a country with a less common language, ask the provider for an English-language summary if you can.
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