Make a claim
Need to report an insured incident? We are here for you when things get tough.
Report a Travel Insurance claim
Travel emergency call: In the event of an emergency or incident, contact our emergency call centre at medicall. They are there for you around the clock. Telephone: +41 43 550 21 21
Online claims notification: Report your claim to us online or using the form. Here you will find answers to Frequently Asked Questions
Online claim notification & claim forms
To ensure quick claims settlement, please submit the following documents:
- Claim form for your cancellation insurance or respectively Claim form for your Travel Dive 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
To ensure quick claims settlement, please submit the following documents:
- Claim form for trip interruption insurance or respectively Claim form for your Travel Dive 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
- Certificates issued by the doctor in your destination showing the diagnosis and treatment dates
- In the event of death, a copy of the death certificate
- Corresponding proof for summons to appear in court or a transport delay
You should start by submitting your invoices for medical treatment abroad to your compulsory health insurance (HIA). Next, send the statement of benefits issued by your HIA, including the supporting documents, to HanseMerkur International.
Please also submit the following documents:
- Claim form for your medical expenses insurance / foreign health insurance
- Proof of insurance (copy)
- Doctor's or hospital bills, bills and prescriptions for medicines
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.
Please contact the service centre of our partner, Orion Rechtsschutz-Versicherung AG, by telephone on +41 (61) 285 27 27, or by email: rechtsfall@orion.ch
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.
Please send an email with the following attachments to claims@hansemerkur.ch:
- Best Price Guarantee claim form
- Travel booking confirmation incl. details of the trip
- Binding and cheaper offer incl. date
Please send an email with the following attachments to claims@hansemerkur.ch:
- Leisure cover claim form
- Medical certificate, Copy of death certificate
- Ticket booking confirmation incl. GTC
- Original ticket
- Cancellation costs invoice/ cancellation invoice
- Proof of non-cancellation
To ensure your claim is settled quickly, please report your claim online: Report a claim now
Alternatively, please email the following attachments to claims@hansemerkur.ch:
- Claim form for your guest insurance
- Doctor's or hospital bills, bills and prescriptions for medicines
- Passport (including entry stamp) or flight tickets
To ensure your claim is settled quickly, please report your claim online: Report a claim now
Alternatively, please email the following attachments to claims@hansemerkur.ch:
- Claim form for your rental car insurance
- Booking confirmation from your tour operator (copy)
- Rental agreement and terms and conditions from the landlord (copy)
- Confirmation of damage report submitted to the landlord
- Repair invoice(s) (copy)
- Police report (copy)
- Cost estimate/photos (copy)