Travel claims

Cancelling a trip: what to do and what to gather

Prove why you cancelled and what you couldn't get back.

Do this first

1. Tell your insurer as soon as you know you may have to cancel Some need to approve it first, and delays can add costs.
2. Cancel your bookings promptly to limit what you lose Ask each provider for a refund or credit, and get it in writing.
3. Collect proof of the reason A medical certificate, a death certificate or a letter from an employer, depending on the reason.

Who to tell

• Your insurer: As soon as you know the trip may not go ahead.
• Airlines, hotels and tour operators: To cancel and ask what refund or credit they'll give.

What to gather

• Proof of why you had to cancel (medical certificate or other official document). Cancellation cover depends on the reason.
• Booking confirmations and itineraries. Shows what you booked and what you paid.
• Receipts or statements showing what you paid. Proves your loss.
• Cancellation confirmations and what each provider refunded. Insurers pay what you couldn't recover, not what you got back.
• Any credits or vouchers you were offered. Insurers may take these into account.
• When you bought the policy, and when you booked the trip. Events you knew about before buying usually aren't covered.

Things that catch people out

• Anything you knew about before buying the policy, including a health condition, is commonly excluded.
• Insurers usually pay only what you can't recover elsewhere, so chase refunds and credits first.

General guidance only. It isn't your insurer's requirements or financial advice. Always check your policy documents and your insurer's instructions.