Touched down, but your luggage hasn't? If your bags have gone on an unexpected journey of their own, leaving you empty-handed at the carousel, we may be able to assist. Once the carrier officially declares your luggage permanently lost, we step in. You could be eligible to claim for the contents and the bags themselves (with some exceptions).
How much can I claim?
The amount you can claim depends on the travel insurance plan you choose (Standard, or Explorer), and how many people you have insured. The following table outlines the maximum amount you can claim based on the plan you choose and the number of travellers:
|
Plan |
UK (per person) |
|---|---|
|
Standard |
Up to £125 per item, per person insured: total claim £1,500 |
|
Explorer |
Up to £250 per item, per person insured: total claim £3,000
|
Note: A policy excess is applied to lost baggage claims.
Remember, the amount you can claim is subject to the terms and conditions of your policy. Make sure to read the policy carefully (specifically Section 9) before purchasing to understand the belongings' coverage and limitations.
What if my luggage is delayed?
It happens; luggage goes temporarily AWOL. If you find yourself in this position, we may be able to assist. If your checked luggage still hasn’t arrived 24hrs post touch-down, we'll reimburse you for those crucial bits and bobs – think essential clothing and toiletries – to tide you over until your bags decide to show up.
Just make sure to keep those receipts from your impromptu shopping spree. If it turns out your luggage has taken a permanent vacation, we’ll deduct these reimbursements from your total claim amount.
Travellers tip: keep essentials like medications, a change of clothes, and a spare toothbrush in your carry-on. This way, even if your checked luggage goes on a detour, you’ll have your necessities on hand.
What you need to do if your baggage has been permanently lost:
Losing your baggage can be a frustrating and stressful experience, but there are steps you can take to help recover your belongings. Here's what you need to do if your bags are lost:
-
Report it: it’s crucial you notify the carrier as soon as you realise your luggage is missing by lodging a written Property Irregularity Report (PIR). Don’t skip over this step, because if you don’t have a PIR we may not cover your losses. And if you can’t obtain a PIR immediately? You’ll need to follow up within 7 days in writing to obtain one.
-
Claim it through the carrier: speak to your carrier about compensation before lodging a claim with us. After you’ve exhausted all avenues to recover your losses from the responsible party, we’ll step in and cover the difference (up to the limits of your policy).
-
Collect your evidence: your next step is to collate all your source documents to support your claim. Think luggage checks and air tickets, as well as proof of ownership, age, and value of your belongings.
-
Make a claim online: if your bags are deemed permanently lost by the airline, you can make a claim online for your lost baggage. Be sure to include all the relevant documentation that you’ve collated to support your claim.
What’s not covered
When purchasing travel insurance, it's important to understand that it doesn't cover everything.
Make sure to read the policy wording carefully, paying particular attention to Section 9 – What’s not covered - as well as the Section Exclusions. This will help you avoid any surprises if you need to make a claim.
If you leave any of the following items in checked-in baggage or with the carrier for transport, you will not be covered:
- Any item worth more than the excess amount on your policy lacking proof of ownership and value (which is exactly why you need to collect those source documents!);
- Specified high-value items (unless you’ve upgraded your travel insurance policy for specific high-value items, you read more about that option here);
- Portable electronic devices (including tablets, laptops, photographic or video equipment, mobile phones, and other hand-held devices), unless the carrier insists they are checked in;
- Jewellery
Travellers tip: While you can’t stop unforeseen luggage mishaps, you take steps to lessen the chances of happening to you. Tag each piece of your luggage with your name and contact info - this will help others not mistakenly claim your bag as their own. Thinking about teching up? Luggage GPS trackers could be your new best friend for keeping tabs on your bags.
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