The amount you can claim per item and in total for your baggage and personal items if lost, damaged, destroyed or stolen will depend on the plan you buy – Standard Plan or Explorer Plan – how many travellers are listed on your policy, your country of residence and if you have valuables and specified high value items.
The following items are considered valuables under the policy: watches, furs, jewellery, photographic equipment, binoculars, telescopes, spectacles, sunglasses, contact or corneal lenses, computers and/or accessories (including laptops, games and gaming consoles), Personal Digital Assistants (PDAs) and tablet devices (including iPads and eBooks), video cameras, audio visual equipment (including portable speakers and headphones), DVD players, mobile phones, drones and satellite navigation devices.
Valuables have a combined limit of cover. Of course if you list any of your valuables as specified items then they will be covered separately and won't be part of this combined limit.
Your baggage and personal items when lost, stolen, damaged or destroyed, if you look after them properly. That means, keep them with you as much as possible or, if you must leave them, ensure they’re in a locked compartment out of sight lines.
Your checked-in baggage when lost, damaged or delayed by a common carrier (eg airline or bus company).
Your passport, travel documents and driver’s licence when stolen or lost.
Your money (Explorer plan only).
Essential items when your baggage is delayed by a common carrier (e.g. airline or bus company) for over 24 hours.
Depending on what's happened, we may choose to repair, replace or make a cash settlement based on the replacement cost of the item. Be aware that there will be allowances for wear and tear; (depreciation) unless it's a specified item where an additional premium has been paid, in which case no depreciation will apply.
Whatever happens, you’ll need to get written proof of the incident from the local police (particularly for a theft) or other appropriate authority such as your tour operator, bus company, airline or hotel as soon as possible upon discovery to support your claim. We understand that this can be a challenge in a country where you don't speak the language and they might even make you pay for it, but you will need this report to support your claim. Our 24/7 Emergency Assistance team may be able to help you negotiate the local administration.
You’ll need to send in the original receipt, valuation report or other acceptable proof of the item’s value, age and your ownership in order for your claim to be considered. If you make a claim for damaged items, we will ask for proof of the damage, which may include a repair quote.
If your baggage is delayed, damaged or lost by the carrier (airline or bus etc), cover may be available. You must notify the carrier and obtain a written report from the carrier (a PIR - Property Irregularity Report in the case of an airline) and where possible obtain compensation from them.
The policy isn’t designed to cover everything. Take the time to read the terms and conditions in the policy wording for full details, limits to cover and exclusions. If you are unsure of the cover, please contact customer service for help.
At no time, for any reason, should you leave your bags or any personal items unsupervised, anywhere. You wouldn't do it at home so be even more careful when you are travelling.
Your belongings are not covered at all when:
You don’t exercise reasonable care for the safety and supervision of your personal baggage;
They are left unattended at any time (particularly valuables and specified items left in a vehicle or in the custody of carriers). Cover applies only when they are with you or locked in a safe or safety deposit box;
They are left unattended in a vehicle (other than when you’re staying in securely locked motor caravans) overnight between 9pm and 9am local time;
Left unattended during the day unless left in a locked glove compartment, rear boot or luggage area and covered so as not to be visible from the outside of the vehicle and there is evidence of forcible and violent entry;
They are hired, loaned or entrusted to you. That is, you must actually own the items you claim for; and
Anything else that’s listed in the General and Specific Exclusions in the policy wording.
We’re here to help if you have a question about travel insurance.
For policies purchased on or after 1 November 2018:
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For policies purchased before 1 November 2018:
Before your trip, check to see if there are current travel alerts for your destination – you can also view the latest government advice.