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

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If you registered for Online Banking prior to the 17th December 2014 it's not possible for you to activate your existing Secure Key and you will need to re-start your registration.

If you registered for Online Banking after this date, please log on to Online Banking entering your username, memorable answer and your password, from here you will be prompted to activate your Secure Key.

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Making a 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 been denied boarding because there are too many passengers for the seats available. Can I claim for cancellation of the trip?

A. Yes, as long as you can provide proof that your carrier was unable to offer you suitable alternative travel arrangements within 12 hours.

Q. My tour operator has become insolvent. Can I claim for cancellation or abandonment of the trip?

A. Yes, you can claim for cancellation or abandonment of the trip if your tour operator, accommodation provider or their booking agent becomes insolvent.

Q. The Foreign and Commonwealth Office (FCO) have not advised against travel to the area/country I am travelling to, however I do not feel safe travelling. Can I claim for cancelling or abandoning the trip?

A. Yes, if a major incident such as a terrorist attack happens within a 50 mile radius of the area in which you will be/are staying and you do not wish to travel, regardless of the FCO advice, then you are covered to cancel or abandon the trip.

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

Premier and Aspects

- 01243 621162


- 01603 605124

Gold Mastercard

- 01603 605124

Private Bank

- 02076 624012

Standalone Travel Insurance

- 01603 605124

First directory

- 01603 605125

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 24 hours a day, 365 days a year.

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
  • You must report any loss or theft to the police as soon as reasonably possible and request a written report
  • 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.

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