Start by contacting your airline or travel provider as soon as you can. Making a claim with us will depend on your level of cover and the circumstances of the cancellation.
Always contact the airline first. Airlines are responsible for rebooking, refunds, or compensation where applicable. Ask for written confirmation of the cancellation, including the reason and length of the disruption, and accept any reasonable alternative travel they offer where possible.
How this affects your policy
- For Silver policies: This policy focuses on emergency medical treatment and personal accident. It does not cover flight cancellations, travel delays, or abandoned journeys.
- For Gold / Gold Plus / Platinum policies: If your outward or return journey is disrupted, you may be able to claim under Travel delay and abandonment, depending on the cause and length of the delay. Cover applies for final international destination and does not apply to trips that are solely within your home country. Written confirmation from the carrier is required stating the period and reason for the delay.
- Platinum (scheduled airline failure): If the cancellation is due to the financial failure of a scheduled airline, Platinum includes cover for this, provided you first try to recover costs from the airline, card provider, or ATOL where applicable.
Keep all documents, such as cancellation notices, rebooking details, reasons for delay, and refund confirmations, as these are usually needed if you make a claim.