For information relating to policies purchased prior to 18 May 2022, please check the Policy Document provided with your purchase. You can contact us if you need this sent to you again. For policies purchased on or from 18 May 2022 please see below.
You’ve arrived at your destination and you’re waiting and waiting by the carousel…….but nothing! Your checked-in baggage hasn't turned up and you're coming to the realisation that maybe it's been lost permanently by the carrier. Read on to find out how and what you can claim if luck isn't on your side this time.
Once confirmed as permanently lost by the carrier, you can claim for the personal belongings that were in those lost bags and the bags too (with some exceptions – see ‘what’s not covered’).
How much can I claim?
This depends on what plan you buy (Standard or Explorer) and how many travellers are listed on your policy. Please refer to your Policy Document for further details.
What do I need to do if my bags are lost?
- Report it. You’ll need to make a lost baggage report, aka the Property Irregularity Report (PIR), and this is best to do before you even leave the airport. Give as much information about your bags as possible, and be accurate with your forwarding address when talking to the airline representative so that if your bags are just delayed and not lost, they can be delivered to you without any further hassles.
- Seek compensation from the carrier first before making a claim on your policy. Where you can show that you’ve exhausted all attempts to make a full recovery from the responsible party, we’ll pay the difference up to the policy limits.
- Provide evidence of proof of ownership, age and value of your belongings to support your claim as well as luggage checks and air tickets.
- Make a claim online for your lost baggage and have ready all relevant documentation to support your claim. The policy excess applies to lost baggage claims.
- If you’ve already submitted a claim for the expenses you incurred to buy essential items while waiting (optimistically) for your lost bags to arrive, any amount paid out under the ' delayed baggage' claim will be deducted from the final settlement of your lost baggage claim.
What’s not covered
Travel insurance is not designed to cover everything, so take the time to read the terms, conditions, limits and exclusions in the Policy Document, particularly Section 4 – Your Belongings and the General Exclusions, so there are no surprises if you do need to use it.
Loss to any of the following is NOT covered if left in checked-in baggage/held by the carrier for transport:
- specified high value items,
- portable electronic devices (including tablets, laptops, photographic or video equipment, mobile phones and other hand-held devices),
- jewellery,
- passports, travel documents
- cash and credit cards.
This is only a summary of cover and does not include the full terms, conditions, limits, and exclusions of the policy. You should read your Policy Document in full, so you understand what is and isn’t covered. If you are unsure about your level of travel cover, please contact us for help.
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