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Filing a travel insurance claim documentation and process

How to File a Travel Insurance Claim: Step-by-Step Guide for Digital Nomads

The difference between an approved and denied travel insurance claim often comes down to documentation and process. Knowing how to file a claim properly—before you actually need to—can mean the difference between full reimbursement and an expensive lesson.

This guide walks through the entire claims process, from what to do immediately after an incident to handling appeals if your claim is denied.

This article is part of our complete digital nomad travel insurance guide.

Before You Ever Need to Claim

Documentation Habits to Start Now

Step-by-Step Guide

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Immediate Steps After an Incident

For Medical Emergencies

  1. Seek care first - Your health is priority
  2. Contact your insurer within 24-48 hours (or have someone do it)
  3. Call the 24/7 emergency line for hospitalizations - they may arrange direct billing
  4. Get written documentation from medical providers
  5. Keep ALL receipts - even small ones

For Theft

  1. File a police report within 24 hours - Required for all theft claims
  2. Get the report number and a copy (in English if possible)
  3. Document the incident - what was taken, when, where, how you discovered it
  4. Contact your insurer within required timeframe (usually 24-48 hours)
  5. Don't replace items immediately - insurer may have guidance

For Trip Disruption

  1. Document the reason - airline communication, weather reports, etc.
  2. Keep all receipts for additional expenses incurred
  3. Get written confirmation of disruption cause from carrier
  4. Contact insurer for guidance on coverage

The Claims Process Step-by-Step

Step 1: Initial Contact

When: Within 24-48 hours of incident (check your policy)

How:

  • Emergency line (24/7) for urgent medical
  • Online portal for non-emergency claims
  • Email for documentation submission

What to provide:

  • Policy number
  • Date and location of incident
  • Brief description of what happened
  • Your contact information

Step 2: Gather Documentation

Medical Claims:

  • [ ] Itemized medical bills (detailed, not summary)
  • [ ] Medical reports from treating doctors
  • [ ] Prescriptions and pharmacy receipts
  • [ ] Proof of payment (if you paid)
  • [ ] Hospital admission/discharge records
  • [ ] Diagnostic test results

Theft Claims:

  • [ ] Police report (required)
  • [ ] List of stolen items with values
  • [ ] Proof of ownership (receipts, photos, credit card statements)
  • [ ] Any witness statements
  • [ ] Photos of forced entry if applicable

Trip Disruption:

  • [ ] Airline/carrier communication showing disruption
  • [ ] Receipts for additional expenses (meals, hotels)
  • [ ] Original booking confirmations
  • [ ] Proof of non-refundable payments

Step 3: Submit Your Claim

Most insurers accept:

  • Online portal submission (preferred)
  • Email with attachments
  • Mobile app submission

Tips:

  • Submit everything at once if possible
  • Use clear file names (e.g., "Medical_Bill_Hospital_01152026.pdf")
  • Keep copies of everything submitted
  • Note submission date and confirmation number

Step 4: Wait and Follow Up

Typical timelines:

  • Simple claims: 5-15 business days
  • Complex claims: 15-45 business days
  • Claims requiring investigation: 30-90 days

What to do:

  • Check status weekly via portal
  • Respond promptly to any requests for additional documentation
  • Keep records of all communication
  • Note names and dates of phone conversations

Step 5: Receive Decision

If approved:

  • Review the amount against your claim
  • Understand any deductions (deductible, depreciation)
  • Choose reimbursement method (direct deposit usually fastest)
  • Expect payment within 5-10 business days of approval

If denied:

  • Request written explanation of denial reason
  • Review against your policy language
  • Gather additional documentation if possible
  • File appeal if you believe denial is incorrect

Common Claim Denials and How to Avoid Them

Pre-Existing Condition

Denial reason: Incident related to a condition you had before coverage

Prevention:

  • Fully disclose medical history during enrollment
  • Understand what conditions are excluded
  • Choose coverage with pre-existing condition options if relevant

If denied: If you disclosed properly and believe the incident is unrelated, appeal with medical documentation showing the incident is separate from your condition.

Activity Exclusion

Denial reason: Injury occurred during excluded activity

Prevention:

  • Check activity coverage BEFORE participating
  • Verify specific limits (depth for diving, engine size for scooters)
  • Choose policies that cover your planned activities

If denied: Review whether activity was actually excluded. If policy language is ambiguous, cite specific wording in appeal.

Insufficient Documentation

Denial reason: Lack of required documents (often police reports for theft)

Prevention:

  • File police reports immediately for theft
  • Get itemized bills, not summaries
  • Request English translations when possible
  • Keep copies of everything

If denied: Gather missing documentation. Many denials for documentation can be overturned by providing what's needed.

Filing Deadline Missed

Denial reason: Claim submitted after deadline (often 30-90 days)

Prevention:

  • File promptly, even if documentation isn't complete
  • Initial contact establishes timeline; documentation can follow
  • Set calendar reminders

If denied: If you have a compelling reason for delay (hospitalization, etc.), explain in appeal. Some flexibility may exist.

No Pre-Authorization

Denial reason: Didn't contact insurer before treatment/evacuation

Prevention:

  • Call 24/7 line for any hospitalization
  • Get authorization before major expenses
  • Only exception: immediate life-threatening emergencies

If denied: If it was truly an emergency where delay would have been harmful, document this in appeal with medical records showing urgency.

Documentation Deep Dive

Medical Bills: What You Need

Ideal documentation:

  • Itemized bill showing each service and cost
  • Dates of service
  • Provider name and address
  • Patient name (must match policy)
  • Diagnosis codes (ICD-10) if available

Common problems:

  • Summary bills without itemization
  • Bills in local language without translation
  • Missing dates or unclear services

Solutions:

  • Request itemized bill specifically (hospitals can provide)
  • Ask for English version or get professional translation
  • Get clarification letter from provider if unclear

Police Reports: What You Need

Required for:

  • Theft claims (always)
  • Assault or robbery
  • Property damage by third parties
  • Traffic accidents

Essential elements:

  • Date and time of incident
  • Location
  • Description of what happened
  • List of items taken/damaged
  • Officer name and badge number
  • Report number

Common problems:

  • Report in local language
  • Police unwilling to file report
  • Report doesn't list all items

Solutions:

  • Request English version or certified translation
  • Be persistent; you have the right to file a report
  • Add items before finalizing if possible

Proof of Ownership

What works:

  • Original receipts
  • Credit card statements showing purchase
  • Photos of items (especially with serial numbers)
  • Warranty registration
  • Previous insurance schedules

What doesn't work:

  • "I had it, trust me"
  • Photos clearly taken after the incident
  • Handwritten lists without supporting evidence

The Appeals Process

When to Appeal

Appeal if:

  • You believe the denial reason is incorrect
  • You have additional documentation
  • Policy language supports your claim
  • Denial reason doesn't match the facts

Don't appeal if:

  • The activity was clearly excluded and you knew it
  • You clearly missed deadlines with no justification
  • You didn't disclose a relevant pre-existing condition

How to Appeal

Step 1: Request formal denial in writing with specific reason

Step 2: Review your policy language carefully

Step 3: Gather additional supporting documentation

Step 4: Write a clear, factual appeal letter:

  • State the claim number and original decision
  • Explain why you believe the denial is incorrect
  • Reference specific policy language supporting your position
  • Include new documentation
  • Request specific reconsideration

Step 5: Submit via certified mail or email with read receipt

Step 6: Follow up if no response within stated timeframe

Appeal Letter Template

[Date]

[Insurance Company Name]
[Claims Appeal Department]
[Address]

RE: Appeal of Claim Denial - Claim #[NUMBER]
Policy #[NUMBER]

Dear Claims Department,

I am writing to appeal the denial of my claim dated [date],
for [brief description of claim].

The denial letter stated [reason given]. I believe this denial
is incorrect for the following reasons:

[Clearly state each reason with specific policy language]

I have enclosed the following additional documentation to
support my appeal:
- [List documents]

Based on the above, I respectfully request that you reconsider
this claim and process reimbursement of $[amount].

Please contact me at [phone/email] if you need additional
information.

Sincerely,
[Your name]
[Policy number]
[Contact information]

Enclosures: [List]

Tips for Success

During the Incident

  • Stay calm and focus on immediate needs first
  • Document everything in real-time (photos, notes)
  • Get names and contact info of witnesses
  • Keep all receipts, even small ones
  • Contact insurer as soon as reasonably possible

During Filing

  • Be thorough and organized
  • Submit complete documentation sets
  • Use clear, factual language
  • Keep copies of everything
  • Track all communications

During Processing

  • Respond promptly to requests
  • Follow up weekly
  • Be polite but persistent
  • Escalate if stuck

FAQ

Frequently Asked Questions

Simple claims typically take 5-15 business days. More complex claims requiring investigation can take 30-90 days. The biggest factor is complete documentation—incomplete submissions cause most delays.
Pre-existing condition exclusions and activity exclusions are the most common. Missing documentation (especially police reports for theft) is also frequent. Many denials can be prevented by understanding your policy before incidents occur.
For theft claims, yes—it's almost always required. For medical claims, generally no unless the injury resulted from a crime. For trip disruption, no. Always file a police report for any theft, even if items are low value.
Yes, most policies allow 30-90 days after the incident to file. However, you should report serious incidents (hospitalization, major theft) immediately. Documentation gathered in-country is usually easier than after you leave.
Request the denial reason in writing. Review against your policy. If you believe the denial is incorrect, file a formal appeal with additional documentation. Many initial denials can be overturned with proper appeals.
Travel insurance is typically not experience-rated like car insurance. Filing claims generally doesn't increase your future premiums. However, a pattern of frequent claims might affect renewability with some insurers.

Related Guides

Successful claims come from preparation and documentation. Know your policy before you need it. Document your belongings before they're stolen. File promptly with complete information. And if denied, don't give up without reviewing whether an appeal is warranted.

The hassle of proper documentation during an incident is nothing compared to the frustration of a denied claim. Invest the time upfront, and your insurance will actually protect you when you need it.

About the Author

Image for Author Peter Schneider

Peter Schneider