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Make a travel insurance claim

Find out how to make a claim, whether you're at home or abroad.

About HSBC Travel Insurance claims

HSBC Travel Insurance is provided by Aviva Insurance Limited. Aviva manages the claims process from start to finish so that your claims are handled as quickly and efficiently as possible.

When to make an HSBC Travel Insurance claim

If your trip has been cancelled, your first step should be to contact your travel and/or accommodation provider for a refund.

If you paid any part with your debit or credit card or PayPal, you may also contact the payment provider for a refund. If you paid with an HSBC debit or credit card, here’s how you can raise a dispute.

Claiming a refund from either your travel operator or your card provider may lead to a better outcome for yourself than claiming via your travel insurance, as you may be able to claim the full amount you paid without having to pay an excess. You could also potentially recover losses for all the party members on the booking, some of whom may not have taken insurance. You can find further useful information on this topic on the MoneyHelper website.

If you’ve been unable to get a refund from your travel and/or accommodation provider or your payment provider, please contact Aviva to make a claim.

Coronavirus advice

For the latest coronavirus travel guidance, see what’s covered under HSBC Travel Insurance.

How to make a claim

If you don't need urgent medical attention, you can make a claim online.

All medical emergency lines are open 24 hours a day, 365 days a year:

All travel claim lines are open 8am to 6pm Monday to Friday and 8am to 6pm on Saturdays, closed Sundays.

For HSBC Premier

Medical emergency line: +44 (0)1603 605 135

For travel claims: +44 (0)1603 605 122

For HSBC Private Banking and Premier (retained Jade benefits)

Medical emergency line: +44 (0)1603 605 102

For travel claims: +44 (0)1603 605 122

For HSBC Select and Cover

Medical emergency line: +44 (0)1603 208 95

For travel claims: +44 (0)345 302 8387

For HSBC Insurance Aspects 

Medical emergency line: +44 (0)1603 605 142

For travel claims: +44 (0)1603 604 910

For HSBC Gold MasterCard and HSBC Platinum MasterCard 

Medical emergency line: +44 (0)1243 621 064

For travel claims: +44 (0)1603 604 910

What you’ll need to make a claim

You’ll need to provide Aviva with:

  • confirmation of the original booking and which parts of it are non-refundable
  • evidence you’ve tried to get your money back from your travel and/or accommodation provider, plus your credit or debit card provider if you paid by card - for example, copies of emails you’ve sent and/or their replies
  • details of any self-isolation advice you’ve been given by either your GP or from NHS 111

For all claims, normal policy excess, terms and conditions, exclusions and claims assessment apply.

How long will it take to process my claim?

As soon as you’ve notified Aviva of your claim, they will send you a claims pack detailing the information they need from you. To ensure your claim is handled as swiftly as possible, please follow the instructions in this pack.

After receiving your details, Aviva will assess your claim and make a payment to you within 28 days if your claim’s been successful.

If you’re having financial difficulties, please visit our financial support page for ways we can help.

Policy documents

HSBC Premier Account & Private Banking Worldwide Travel Insurance

Select and Cover

Insurance Aspects Worldwide travel insurance

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