Claims

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.

• 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

Cancellation/Curtailment:

• 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