What to do if you have to cancel your trip due to illness or injury
- Trusted by:
Trusted by:
1. Rearrange or cancel your bookings
As soon as you know that you won’t be able to use any pre-booked or pre-paid accommodation, transport or tours, you must try to rearrange them, or if necessary, cancel.
Just remember, if you decide to rearrange, we’ll only pay up to the amount it would have cost you to cancel those arrangements. If you don’t rearrange or cancel straight away, we won’t cover any additional rearrangement or cancellation costs that arise as a result. But you should only cancel arrangements when it’s absolutely necessary. For example, if your doctor says you can’t fly for two days, but you cancel a three week trip, rather than putting it back by two days, we’ll only cover cancellation of two days’ worth of accommodation, not the entire booking.
2. Get it in writing
To support your claim, you’ll need to get the following:
- Doctor (or other medical practitioner)’s report, confirming what happened and the nature of the illness or injury.
- Hospital Admission report (if the person was admitted to hospital)
- Ambulance report (if they were involved)
- Police report (if they were involved)
- Any other relevant documentation related to what happened.
3. Keep your itineraries and receipts
You’ll need to keep your receipts, itineraries and booking and cancellation confirmations including details of any refunds received for any affected transport and accommodation.
Our suggestions should help you avoid unnecessary costs, gather the right evidence and help keep your claim hassle free.
Travel Insurance Benefits: how we can take care of you*
Trip Cancellation
Been working hard for your trip?
We'll work hard to protect it.
Trip Protection
- Unexpectedly hospitalised?
- Travel buddy unfit to travel?
- Close relative suddenly dies?
We’ve got your back.
Emergency Medical Expenses
Feeling fit and healthy? What if you get sick or injured?
Take the pain out of medical or dental costs.
Emergency Medical Insurance
- Need meds quick?
- Accidentally injured?
- Suddenly sick?
We’ve got your back.
Emergency Medical Transportation
Know where the nearest hospital is?
Don’t stress, we’ll get you there quickly.
Evacuation and Repatriation
- Banged up abroad?
- Need a hospital urgently?
- Medivac home?
Help starts here.
Protect your gear
Love photography, filming or sport?
Cover your bags, tech or gear.
Protect your gear
- Passport or tech stolen?
- Airline lost your gear?
- Bags delayed?
Help starts here.
- Emergency Overseas Medical & Dental Expenses
- Emergency Medical Evacuation & Repatriation
- Trip Cancellation or Interruption
- 24-Hour Assistance Services
- Baggage
- And more (depending on your country of residence)
24/7 emergency assistance
Whether you need medical assistance or emergency evacuation, our teams are available 24 hours a day, 7 days a week, 365 days a year before and during your trip.
Are you in need of emergency assistance right now?
Contact the team
Before your trip, check the latest government advice for any travel alerts for your destination.