Filing a travel insurance claim can feel overwhelming, especially when you are dealing with a medical emergency or disrupted travel. This guide walks you through the process step by step — and shows you how to maximize your chances of approval.

Step 1: Contact Your Insurer Immediately

Most insurers have a 24/7 emergency hotline. Call them as soon as possible after the incident.

Why this matters:

They can pre-approve expensive treatments

They can direct you to network hospitals

They can arrange direct payment (instead of you paying upfront)

Some policies require notification within 24-72 hours

Information to have ready:

Policy number

Your location

Nature of the emergency

What medical treatment you need (if applicable)

Step 2: Gather Documentation

The single biggest reason claims are denied? Insufficient documentation (18% of all denials).

For Medical Claims

Doctor's report (diagnosis, treatment, prognosis)

Itemized hospital bill

Pharmacy receipts with prescriptions

Diagnostic test results (X-rays, blood work)

Translation if documents are not in your insurer's language

For Trip Cancellation

Booking confirmations showing non-refundable amounts

Cancellation invoices from providers

Medical certificate (if cancelled due to illness)

Death certificate (if cancelled due to family bereavement)

Employer letter (if cancelled due to work reasons)

For Baggage Loss/Theft

Police report (file within 24 hours)

Property loss report from airline/hotel

Receipts or proof of ownership for lost items

Photos of damaged items

For Travel Delay

Airline delay confirmation

Receipts for meals, accommodation, and alternative transport

Original boarding passes

Step 3: Submit Your Claim

Online Claims (Preferred)

Most insurers now offer online claims through their website or app:

ERV: Online claims portal with document upload

HanseMerkur: App-based claims with photo capture

Allianz: Online form with tracking

**Advantages:** Faster processing, digital receipt confirmation, tracking.

Paper Claims

If online submission is not possible:

Download the claim form from your insurer's website

Complete all fields

Attach original documentation (keep copies!)

Send by registered mail

Step 4: Follow Up

Expected Processing Times

Simple medical claims: 7-14 days

Complex medical claims: 14-30 days

Cancellation claims: 14-21 days

Baggage claims: 21-45 days

Large claims (€10,000+): 30-60 days

If Your Claim Is Taking Too Long

Wait until the maximum processing time has passed (check your policy)

Call customer service for a status update

Escalate to a supervisor if no response within 7 days

File a complaint with the Versicherungsombudsmann (free ombudsman service in Germany)

Step 5: If Your Claim Is Denied

Don't give up. Approximately 25% of initially denied claims are approved on appeal.

Reasons Claims Are Denied

**Pre-existing condition not declared** (28% of denials)

**Activity not covered** (22%)

**Insufficient documentation** (18%)

**Claim filed too late** (12%)

**Alcohol/drug involvement** (10%)

**Exceeded coverage limit** (6%)

**Other** (4%)

How to Appeal

**Request a written explanation** of the denial

**Review your policy** — specifically the coverage and exclusion sections

**Gather additional evidence:**

- Medical second opinion

- Witness statements

- Additional documentation

**Write a formal appeal letter** stating why you believe the denial is incorrect

**Submit within the appeal deadline** (usually 30-60 days from denial)

If Appeal Is Denied

File a complaint with the **Versicherungsombudsmann e.V.** (ombudsman.versicherung.de) — free for consumers

Consult a lawyer specializing in insurance law

Contact the **Verbraucherzentrale** for free advice

Tips to Maximize Claim Approval

Tip 1: Read Your Policy Before You Travel

Understanding what is covered before you need it prevents costly mistakes.

Tip 2: Keep Every Receipt

Even small expenses add up. Save all receipts — digital or physical.

Tip 3: Take Photos

Photograph injuries, damaged items, delayed flight boards, medical reports, and anything else relevant.

Tip 4: Get Everything in Writing

Verbal promises from doctors, airlines, or hotels are worthless. Get everything documented.

Tip 5: File Promptly

Don't wait until you return home if the policy requires earlier submission. File as soon as possible.

Tip 6: Be Honest

Exaggerating claims, omitting information, or submitting false documents will result in denial — and potentially fraud charges.

Tip 7: Use the Insurer's Emergency Hotline

Calling before non-emergency treatment shows good faith and ensures you visit covered facilities.

Essential Travel Gear for Claims

**[Waterproof document pouch](https://www.amazon.de/dp/B07JHZFQDS?tag=ultrion21-21)** — Protect receipts and medical docs

**[Travel receipt organizer](https://www.amazon.de/dp/B07PXGQC1Q?tag=ultrion21-21)** — Keep everything sorted

**[Smartphone with good camera](https://www.amazon.de/dp/B09VPT7Z3H?tag=ultrion21-21)** — Photograph everything

**[Portable scanner](https://www.amazon.de/dp/B08BTSVKL7?tag=ultrion21-21)** — Digital copies of documents

Common Claim Amounts by Category

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Conclusion

Filing a travel insurance claim does not have to be complicated. The keys are: contact your insurer early, document everything thoroughly, submit promptly, and follow up if processing takes too long. If your claim is denied, don't accept it immediately — review the policy, gather additional evidence, and appeal.

Sources

IVR: Reiseversicherung Schadensstatistik 2026

Versicherungsombudsmann e.V.: Jahresbericht (ombudsman.versicherung.de)

Stiftung Warentest: Reiseversicherung im Schadensfall (test.de)

Verbraucherzentrale Bundesverband (vzbv): Versicherungsberatung

Travel Insurance Claim Guide: How to File and Win Your Claim