If you’re making a Travel Insurance claim
find everything you need to know in our guide to the claims process.
Step 1: Make a claim
0345 123 1160
(New claim: open 24 hours a day. Existing claim: 9am to 5pm Monday to Friday)
24-hour Medical Assistance Helpline: +44 (0)23 8064 4633 (open 24 hours, 365 days a year)
Step 2: Details of your claim
The claims handler will explain the amount of excess that will be applied and will ask for details of your claim – the more information you can give, the sooner the claims process will begin. We may ask you when you booked your holiday, the dates of travel and details about the expenses you’re claiming for.
Here are some examples of the kind of information we may need to assess your claim:
If your luggage or possessions were lost or stolen:
If your luggage was lost in transit, you will need to send us the Property Irregularity Report (P.I.R.) you obtained from the airport.
If your luggage or any possessions were lost or stolen, you will need to provide us with the police incident number given to you at the time you reported it.
Receipts for any emergency purchases you made while you were without your luggage.
Receipts where possible for items that were lost or stolen, especially for the higher value items.
You will need to confirm if your possessions are damaged beyond repair.
If you had to cancel or cut short your holiday:
Request a cancellation receipt from the tour operator or the airline, or a letter if you were delayed.
Send us evidence from an appropriate authority explaining why the cancellation was necessary.
Provide us with receipts for additional accommodation and travel expenses.
If you’re claiming for medical expenses:
You’ll need to provide written confirmation from the doctor for the medical treatment you received.
Send us any receipts for additional accommodation or travel expenses that you incurred as a result.
You may also be asked to provide a medical history or certificate from your GP.
If you can collate the above information and documents before you call to make your claim, we can process the claim more quickly. Once we have confirmed the details of your claim and any information we need to support it, we may also send you a claim form for you to complete.
Step 3: Putting things right
Once you have returned all of the information we need, we will then assess and validate your claim.
We may contact you to discuss the settlement payment, otherwise the payment will be made directly to you minus your excess.
If you have any queries during you claim please contact us on 0845 123 1160, we’re here to help.
To make a Travel Insurance claim now call us on 0345 123 1160.
To make a Medical Assistance claim now call us on +44 (0) 238 0644 633.
John Lewis plc is an appointed representative (Financial Conduct Authority number 416011) of Ageas Retail Limited. John Lewis Travel Insurance is provided by Ageas Retail Limited (No1324965). Registered office: Ageas House, Hampshire Corporate Park, Templars Way, Eastleigh, Hampshire, SO53 3YA. Ageas Retail Limited is authorised and regulated by the Financial Conduct Authority (number 312468). Ageas Retail Limited is a sister company of Ageas Insurance Limited.
John Lewis Finance and John Lewis Insurance is a trading name of John Lewis plc. Registered office: 171 Victoria Street, London SW1E 5NN. Registered in England (Registered Company Number 233462). John Lewis plc is an appointed representative of a panel of carefully chosen insurers to offer a full range of insurance products and services via John Lewis Insurance (Financial Conduct Authority number 416011).