Claims

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We make claims easy.

If something has gone wrong on your trip, we want to make the claims process as clear and straightforward as possible.

This page explains what to do, where to send your claim, and the documents you may need to help us assess it.

If it is a medical emergency

If you are abroad and need urgent medical help, do not start with the standard claims process.

Please use our Emergency Assistance page and contact the 24/7 emergency assistance team as soon as possible. 

Emergency medical cases involving hospitalisation, inpatient treatment, medical evacuation, or repatriation should be handled through the emergency route first.

How to claim in 3 easy steps

Step 1: Gather your documents

Before you submit your claim, collect the documents that relate to what happened.

This may include receipts, invoices, reports, confirmations, and any evidence from airlines, police, doctors, or other providers.

Step 2: Email your claim

Send your claim and supporting documents to:

claims@optimumglobal.com

Please include:

  • your full name
  • your policy number
  • a short summary of what happened
  • the type of claim you are making
  • your supporting documents

Step 3: We review your claim

Once your claim has been received, the claims team will review the details and may contact you if anything else is needed.

When should I submit my claim?

Please notify us of any potential claim within 31 days of returning to your home country or country of residence.

It is always best to submit your claim as soon as reasonably possible, while your documents and travel details are still easy to gather.

What documents might I need?

The exact documents depend on the type of claim, but these are the most common examples.

Cancellation claims

You may need:

  • your trip booking invoice or receipt
  • cancellation invoice
  • medical certificate or other evidence explaining why the trip was cancelled

The policy wording specifically says cancellation claims due to illness usually need a doctor-completed medical certificate along with the booking invoice, receipt, and cancellation invoice.

Download the Cancellation Claims form

Curtailment claims

You may need:

  • your holiday booking invoice and receipt
  • a doctor’s letter confirming that you had to cut your trip short and return home
Download the Curtailment Claims form

Medical claims

You may need:

  • detailed medical receipts and invoices
  • medical reports or notes
  • confirmation of diagnosis and treatment

For medical expenses over £500, the wording says you should contact the insurer as soon as possible for authorisation before incurring those costs where possible.

Download the Medical Claims form

Baggage claims

You may need:

  • a police report if your baggage was lost or stolen
  • a Property Irregularity Report or similar from the airline, coach, rail provider, or ship
  • receipts or proof of ownership
  • repair estimates or confirmation that an item could not be repaired, where relevant
Download the Baggage Claims form

Loss of passport claims

You may need:

  • a police report
  • receipts for replacement documentation
  • receipts for extra travel or accommodation costs linked to replacing the passport
Download the Loss of Passport Claims form

Money claims

You may need:

  • a police report made within 24 hours of discovering the loss
  • bank or exchange evidence
  • confirmation of cancelled cheques or related financial records, where relevant
Download the Money Claims form

Delay or missed departure claims

You may need:

  • written confirmation from the airline or transport provider
  • details of the reason for the delay or missed connection
  • receipts for alternative transport or extra expenses, where relevant
Download the Delay or Missed Departure Claims form

A few important things to remember

  • Keep your receipts, invoices, and supporting paperwork.
  • Report theft or loss to the police or relevant transport provider as soon as possible.
  • Check your policy wording before you claim so you understand the section that applies.
  • If you are claiming for emergency medical treatment abroad, use the emergency assistance route first.

Frequently asked questions

Can I make a claim by email?

Yes. For non-emergency claims, email your claim and supporting documents to claims@optimumglobal.com.

What if I am still travelling?

If it is a medical emergency, contact the emergency assistance team as soon as possible. For non-emergency matters, keep your documents safe and submit the claim with full details as soon as you reasonably can.

Do I need my policy number?

Yes, it is best to include your policy number whenever you contact us about a claim. The wording also says you should produce your certificate or invoice as evidence when making a claim.

What if I do not have every document yet?

Send what you have and explain anything that is still outstanding. Missing documents can slow the process, but it is usually better to notify us promptly than to wait too long.

Where do I get urgent medical help while travelling?

Use our Emergency Assistance page and contact the 24/7 emergency assistance team. Emergency hospitalisation, evacuation, and repatriation should not be handled as an ordinary email claim first.

Need help?

If you are not sure how to claim, or you are unsure which documents you need, please contact us and we will point you in the right direction.

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