What to do if you have to cancel your trip due to illness or injury
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Illness and injury are never fun, especially when they interfere with your travel plans.
If you have no option but to cancel your trip because you’ve fallen ill or become injured in some way, we’re here to help. Because the only thing worse than missing out on your trip is footing the bill when the unforeseen happens.
- Contact us as soon as possible
- Rearrange or cancel your bookings straight away
- Provide all written documents
- Don’t forget your receipts
- Am I covered if I cancel my trip due to COVID-19?
- Need to know more?
Here’s what to do in the event you need to cancel:
1. Contact us as soon as possible
If you’ve had an accident, you must notify our 24/7 Emergency Assistance Team as soon as reasonably possible so that we can confirm your cover and manage any potential claim for you.
You can contact our 24/7 Emergency Assistance Team on +353 21 237 8009 or +353 21 237 8003.
The team is available 24 hours a day, 7 days a week, 365 days a year and can offer the following assistance:
- Arranging medical transport.
- Setting up direct payments to medical facilities.
- Giving support to you and your family.
2. Rearrange or cancel your bookings straight away
As soon as you know you’re unable to travel you must try to rearrange, or if necessary, cancel your bookings as soon as possible. This means contacting any tour operator or carrier where you’ve pre-booked travel arrangements, such as accommodation, transport, or tour providers.
3. Provide all written documents
Written documents are the best way to support your claim. They need to come from an independent third party and provide evidence pertaining to the illness or injury that is preventing you from traveling or continuing your travels, and any relevant confirmation relating to cancellations made with your travel providers, such as the costs incurred, whether the pre-paid expenses were deemed non-refundable, or if refundable, what refunds were provided.
Required documents include:
- Doctor’s report, written medical diagnosis, or medical certificate from the treating doctor confirming it is medically necessary to cancel, curtail or interrupt your trip.
- Relevant medical records or reports regarding your illness or injury, including information about pre-existing medical conditions.
- Ambulance report if one was required.
- Police report if they were involved.
- Hospital admission report if the person was admitted to the hospital.
- A report from all relevant travel supplier or carrier confirming the details around the cancellation, including refund or offers made to you.
- Any other relevant documentation related to what happened.
4. Don’t forget your receipts
If you need to cancel your travel plans due to illness or injury, you’ll need to provide relevant receipts, itineraries, and bookings and cancellation information (including any refunds received).
Your receipts are pertinent to your claim, and they can help keep things hassle-free so you can focus on getting better.
5. Am I covered if I cancel my trip due to COVID-19?
If you or a member of your traveling party are diagnosed with coronavirus and you have no option but to cancel your trip, or if your travel plans are impacted after being diagnosed with coronavirus during your trip, we may be able to help.
We offer Standard and Explorer Plans, each with different levels of cover. It’s important to note that cover is only available for Coronavirus travel costs if you’ve purchased an Explorer Plan. And we don’t provide cover for any expenses you incur after you return home to your Country of Residence.
Like other illnesses, for a valid claim you must be able to provide satisfactory written evidence of diagnosis as well as all the other details outlined above.
To find out what cover applies to you, read our What’s Covered for Coronavirus article, which has all of the details, including benefit limits, conditions, and exclusions.
6. Need to know more?
If you’re still unsure what to do if you need to cancel your trip because you or someone in your travel party is ill or injured, we’re here to help answer your questions. Check out our Help Centre that has FAQs on diverse topics that will answer any of your questions. If you are still unsure you can get in touch and we’ll help you navigate the process.
And in case of a medical emergency, our experienced Emergency Assistance Team is available to help 24 hours a day 7 days week.
What does my travel insurance cover?
Travel insurance doesn't cover everything. All of the information we provide is a brief summary. It does not include all terms, conditions, limitations, exclusions, and termination provisions of the plans described. Coverage may not be the same or available for residents of all countries, states, or provinces. Please carefully read your Policy Wording for a full description of coverage.
Travel Insurance Benefits: how we can take care of you
Trip Protection
Protect your hard earned vacation from unexpected cancellation before you leave home.
- Explorer Plan: USD $10,000
- Standard Plan: USD $5,000
Trip Protection
- Unexpectedly hospitalised?
- Travel buddy unfit to travel?
- Close relative suddenly dies?
We’ve got your back.
Emergency Overseas Medical Insurance
Take the pain out of medical costs while traveling overseas.
- Explorer Plan: Unlimited, up to 12 months
- Standard Plan: USD $5,000,000
Emergency Medical Insurance
- Need meds quick?
- Accidentally injured?
- Suddenly sick?
We’ve got your back.
Emergency Medical Transportation
We'll get you to hospital quickly.
- Explorer Plan: USD $500,000
- Standard Plan: USD $500,000
Evacuation and Repatriation
- Banged up abroad?
- Need a hospital urgently?
- Medivac home?
Help starts here.
Protect your gear
Cover your stolen or damaged gear and tech.
- Explorer Plan: USD $3,500
- Standard Plan: USD $2,500
Protect your gear
- Passport or tech stolen?
- Airline lost your gear?
- Bags delayed?
Help starts here.
- Overseas Medical & Dental Expenses
- 24 hour Emergency Assistance
- Emergency Medical Transport
- Repatriation & Travel Expenses
- Pre-Trip Cancellation
- Trip Interruption
- Resumption of Trip
- Travel Delay
- Missed connection (Explorer)
- Hijacking (Explorer)
- Baggage & Personal Items
- Passport & Travel Documents
- Personal Liability
- Rental vehicle insurance excess (Explorer)
- Personal accident (Explorer)
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?
Phone:+353 21 237 8008 or +353 21 237 8003 (calls are not toll free. You can claim your itemised call costs)
Before your trip, check the latest government advice for any travel alerts for your destination.