Report a Travel Insurance claim

Cancellation insurance

To ensure quick claims settlement, please submit the following documents:

• Claim form for your cancellation insurance
• Copy of the proof of insurance
• Policyholder’s address
• Recipient’s bank account details
• Original copies of all booking and cancellation documents
• Original receipts evidencing costs paid
• Medical certificate showing the diagnosis and treatment dates 
• In the event of death, a copy of the death certificate
• In the event of a job loss, a redundancy confirmation issued by the employer and official confirmation on the start of unemployment
• If a new job is started by someone who was previously unemployed, a confirmation issued by the new employer on the start of employment and official confirmation on the start of employment
• In the event of a change of job, confirmations issued by the old and new employers, including evidence of the probationary period
• For necessary resits of failed examinations, confirmation issued by the university/university of applied sciences/college
• Corresponding proof for summons to appear in court, a divorce petition or a transport delay

Travel roadside assistance

We provide the benefits for this type of insurance via our worldwide 24-hour emergency hotline service. It is available round the clock on +41 43 550 21 21.

The emergency hotline service will work with you to clarify the services you need and organise breakdown assistance or a towing vehicle. The service providers settle the costs for the services provided directly with HanseMerkur International.

Rental car insurance

To ensure quick claims settlement, please submit the following documents:

• Claim form for your rental car insurance
• Proof of insurance (copy)
• Booking confirmation of your operator (copy)
• Rental contract and terms of the car rental agency (original)
• Report confirmation from the car rental agency
• Questionnaire for the rental car agency
• Invoice(s) for rental costs (original)
• Police report (original)
• Cost estimate/photos (originals)

Luggage insurance

To ensure quick claims settlement, please submit the following documents:

• Claim form for your luggage insurance
• Description of the damage incurred
• List of stolen/damaged items, including purchase price and date, enclosing the receipts
• Copy of the booking confirmation issued by the tour operator
• Copy of the proof of insurance
• Policyholder’s address
• Recipient’s bank account details

What you should do on location:

• You must report any loss or damage caused by criminal acts by third parties to the competent local police station without delay. Make sure that you receive the entire police report and submit the original to us.
• Report any damage or loss caused during transport to the transport company as soon as possible. Have the transport company issue you with confirmation of the report and submit the original to us.
• You must report any loss or damage in tourist accommodation to the management of the business as well. Have the tourist accommodation business issue you with confirmation of the report and submit the original to us.
• If you are on a package holiday, please also report the loss or damage to your tour manager. Have the tour manager issue you with confirmation of the report and submit the original to us.