Travel Insurance claims: claim, advice, cancelling | HSBC UK

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Making Claim

Contact the relevant helpline number for assistance as soon as you can, quoting your policy number if possible.

Here are the answers to the most common questions about our Travel Insurance policies.

Q. I have a flight booked to Sierra Leone but the airline has cancelled all flights to that country due to the ebola outbreak. Can I claim under my travel insurance cover?

A. You will need to discuss this with the travel agent/tour operator/airline, as they should provide a refund as the travel insurance will not provide cover in this instance.

Q. I no longer wish to take my holiday as the country I was travelling to has an ebola outbreak. Can I claim for the cancellation of the trip under my travel insurance?

A. No, you would not be able to make a claim unless you, your travelling companion or the person you were going to stay with becomes ill, is quarantined or dies. You cannot claim for cancellation of the trip if the FCO advise against travel to these areas. You should contact your airline / travel agent / tour operator to see if you can change your travel arrangements.

Q. What would happen if I contracted ebola when I'm abroad?

A. The World Health Organisation and its partners are coordinating the response and treatment, particularly in Liberia and Sierra Leone. As such if you were suspected of having the disease it would be referred to them and the Foreign Office would also be contacted. All care and repatriation, if appropriate, would be controlled by WHO or one of its partners. However, you would be able to claim under the medical expenses section of your travel insurance, subject to the terms and conditions.

Q. Where has the largest impact been so far?

A. The outbreak has so far been confined to less popular tourist destinations such as Guinea, Liberia, Sierra Leone and Nigeria.

Q. Who do I need to contact to make a claim?

A. Refer the customer to Aviva -

Premier and Advance

- 01243 621162


- 01603 605124

Gold Mastercard

- 01603 605124

Private Bank

- 02076 624012

Standalone Travel Insurance

- 01603 605124

First directory

- 01603 605125

Q. I am about to go on holiday however all airports are closed due to a volcanic ash cloud - what can I do?

A. If the airspace is closed due to a volcanic ash cloud on the day that you are travelling you can cancel your holiday - all non refundable travel and accommodation costs up to the policy limit are covered as well as excursions if no suitable alternative flight is available within 24 hours.

Q. I am worried that the ash cloud will affect my travel plans - what can I do?

A. Make sure you keep up to date with the latest news and also check regularly with the FCO website at

Q. I cannot return home due to the ash cloud - what do I need to do?

A. Your policy automatically extends cover for 14 days if you are unable to return home.

Under the Enforced Stay Abroad cover, you will be able to claim for each 24 hours that you are unable to return home, or we will pay for your additional travel and accommodation expenses up to the policy limits if you have to make your own immediate alternative arrangements to come home.

Claims for emergency
medical treatment

+44 (0)1603-605128

Medical Emergency Line
Lines open 24 hours a day

Other claims

+44 (0)1603-605124

Claims helpline open 8am to 6pm Monday to Thursday and 8am to 5:30pm Friday

To help us continually improve our service and in the interests of security, we may monitor and/or record your telephone call with us.

Documents you may need when making a travel insurance claim

  • Original receipts, bills, cash withdrawal slips, flight and luggage tickets, guarantees, instruction manuals, accident reports, any photographs of your belongings and medical certificates or reports
  • A police report made within 24 hours of any theft or loss of your passport, personal belongings, money or a mugging
  • A "Property Irregularity Report" for baggage lost or damaged by an airline
  • Written confirmation from your tour operator or carrier to validate any delays

Please note, this is not a complete list as each claim is different. Please read your policy document for full details.

Your cancellation rights

Cancelling your policy

0800 169 4013

Lines open 8am to 8pm Monday to Thursday and 8am to 7pm Friday, 9am to 5pm Saturday and 10am to 2pm Sunday except Christmas Day, Boxing Day & New Year's Day.

You have a statutory right to cancel your policy within 14 days from the day of purchase or renewal of the policy or the day on which you receive your policy or renewal documentation, whichever is the later.