If you need to make a claim, we recommend the following procedure:

Claims Procedure - The Basics

Claim Pre-requisites

In addition to information required by specific claim incidents listed lower down on this page kindly ensure you have the following before submitting a claim

  • A bank account verification letter in the policy holders name, stamped by the bank not older than 12 months. An online banking PDF authorization will suffice.
  • A copy of Public Conveyance Ticket, disclosing passenger name and travel dates (i.e. airline ticket, cruise liner etc.).
  • A copy of passport/s for each traveller being claimed for, including the pages containing the exit and entry stamps from your country of residence, unless there are/were no border crossing/s.

Claim Online

Submit your claim here.

How to claim for specific incidents

You must obtain the assistance company’s approval before incurring any medical expenses exceeding R10 000.

The claim process is as follows:
  • Submit your claim here
  • All claims must be lodged within 30 days after your return to your country of residence

The following is a brief summary of the main claim categories and the requisite documentation associated with them:

Baggage loss:
  • Airline report detailing your loss and their contribution
  • Police report, if loss occurred outside of the airline’s jurisdiction
  • Medical report (if medically related) detailing reason for cancellation and a brief medical history
  • The unused portion of any ticket/accommodation vouchers etc., where no refund has been given, becomes the property of the Insurer in the event of a claim settlement. The Insured must request refunds for the unused portion of any tickets/tours from the appropriate source before a claim is submitted
  • Written proof substantiating non-refundable deposits is required
  • Termination: Letter from employer
  • Unexpected death (death certificate of subject)
  • Burglary: Assessment report from household insurer
  • Theft or loss of documents: Police report
Car Rental Waiver:
  • Copy of accident report or case number
  • Copy of Car Hire Agreement
  • Proof that excess has been paid
Hijack, hostage, or wrongful detention:
  • Police report / Authoritative report
  • Copy of ticket
Loss of luggage, cash and documents and trade samples information:
  • Police report / Authoritative report
  • Contribution by airline in lieu of luggage loss
Medical Claims:
  • Medical report from treating physician
  • Medical receipts and/or invoices
Natural Disaster:
  • Proof of additional accommodation and/or travel
  • News or weather report from a designated authority
Political Evacuation:
  • Proof of expenses incurred
  • News report confirming state of emergency
Personal accident information:
  • Death (death certificate)
  • Death (police or authoritative report)
  • Disablement (medical report from consulting physician)
  • Certified copy of identification document
Personal liability:
  • Police report / Authoritative report
  • Copy of summons (if applicable)
Travel delay/Baggage delay:
  • Airline report
  • Receipts of costs incurred

Travel Insurance Consultants (Pty) Ltd
The Pavilion The Wanderers Office Park 52 Corlett Drive Illovo Johannesburg
P O Box 3337 Cramerview 2060 South Africa
T +27 (0)11 521 4000
F +27 (0)11 521 4401