Travel claims

Lost, delayed, damaged or stolen luggage: what to do and what to gather

Report it to the airline or police before you leave the airport or the area.

On international flights, damaged bags must be reported to the airline within 7 days of getting them back, and delayed bags within 21 days. Do it in writing, and sooner is better.

Do this first

1. Report it to the airline before leaving the airport Ask for a Property Irregularity Report (PIR) and keep your copy.
2. For theft, report it to local police and get a written report Insurers expect it.
3. Keep your boarding pass and baggage tags
4. Buy essentials if you need to, and keep every receipt Check your policy's limits for emergency purchases.
5. Contact your insurer

Who to tell

• The airline: Report lost, delayed or damaged bags, in writing and quickly.
• Local police: For theft. Get a report in writing.
• Your insurer: Start your claim promptly.

What to gather

• The airline's report (PIR) or written confirmation. Insurers need proof it was reported.
• A police report, for theft. Expected for stolen items.
• Boarding pass and baggage tags. Proves the bag travelled.
• A list of what was in the bag with values and ages. Items are usually paid at depreciated value.
• Receipts or photos showing you owned the items. Supports value.
• Receipts for emergency purchases. If you bought essentials while your bag was missing.
• What the airline has offered or paid you. Insurers take it into account.
• Photos of damaged luggage. Shows the damage.

Things that catch people out

• Items left unattended, and valuables in checked baggage, are common exclusions.
• Many policies cap what they pay per item. Check your limits for phones, cameras and laptops.
• Domestic flights and some airlines have their own deadlines, so report at the airport.

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