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How Coronavirus may affect your policy | Can I claim? Find out more

Important Information

As part of the claims process we will ask for some documentation to assist our claim handlers review the claim. We ask that you check you have the following documents as once you have started the claims process you will only have a small amount of time to complete the process:

For all claims:

Please provide your policy certificate which was emailed from ‘Trainline – Travel Insurance’ and ticket confirmation email from Trainline

Cancellation

If you are cancelling due to a medical reason, we require:

  • Medical report / letter from doctor or self certificate

For other cancellation reasons, we require:

  • Letter from court confirming date of jury service summons
  • Letter from Commanding Officer confirming call up
  • Letter from employer confirming redundancy and last date
  • Photos of home emergency
  • Home insurance claim number and insurance company details (if applicable)
  • Police report with station details and incident number

Depending on the circumstances of the claim we will let you know what is required as part of the ‘Document Upload page’

Stranded Traveller

  • News report or letter from train company confirming strike / news report or weather report confirming adverse weather / Confirmation from train company (Southern / Thameslink etc.) of mechanical failure of train / screenshot from highways agency website or equivalent, or news report confirming traffic
  • Receipt / bank statement confirming additional travel cost / cost for overnight accommodation

Depending on the circumstances of the claim we will let you know what is required as part of the ‘Document Upload page’

Personal Possessions

  • Receipt or photo of lost / stolen / damaged item
  • Police / loss report with station details and incident number
  • Receipt of additional costs for travel documents
  • Receipt of ATM / bank withdrawal

Depending on the circumstances of the claim we will let you know what is required as part of the ‘Document Upload page’

 

This list is not exhaustive and we may ask for more documentation than is listed above.

Our holiday to Lanzarote was cancelled…

Our holiday to Lanzarote was cancelled, I called up to change the destination, it was done within a few minutes with no extra cost. Very happy & will use again.

ERGO Customer - September 2020