Claims FAQ Document


How much time do I have to submit a claim? (Back to Top)

Claims need to be submitted within one year after a covered loss, but should be submitted as soon as possible.

What size of email attachment can I send? (Back to Top)

We can accept emails up to 10 MB. If your attachment is larger than 10 MB, you can send multiple emails, or send by fax or mail.

Why do you need proof of payment? (Back to Top)

We require proof as we are providing a benefit and we need to be sure that we are providing that benefit in a fair and equitable manner. Proof of payment provides us with proof of what was paid, when payment was made, and who was paid, supporting that there has been an economic loss.

The person who is sick/injured isn’t traveling. Do I still need to provide medical information? (Back to Top)

Yes, since the reason for cancellation/interruption was the sick/injured person, we need to have a physician’s statement and/or medical records. We will also need a signed Patient Authorization from the person whose sickness or injury caused the claim.

What is meant by description/name of supplier on Section 3 of the Claim Form? (Back to Top)

Description/name of supplier refers to the company from which you purchased goods or services, for example the cruise line, hotel name, tour operator, travel agent, Expedia, etc.

I received a letter stating my claim will close in 30 days? (Back to Top)

If we have not received the requested documentation from you within the stated time, your file could be closed. However, upon receipt of the requested documentation, we will reopen your claim for further processing.