If your specific query is not answered, please contact us at the email address shown below.

Q: What is my Claim Reference Number?

A: You will find your Claim Reference Number at the top of your claim form. It is important that you take note of this number and keep it safe as we will require this number in all communications regarding your claim.

Q: How long will it take for my claim to be settled?

A: We are committed to providing a quality service - you should expect to receive a response from us within three weeks. To avoid delays please ensure that you provide us with all the relevant documentation required to process your claim.

Q: Do I need to send original documentation with my claim?

A: Yes, we require original documentation only, although we also suggest that you keep photocopies of every item you send us. We will return certain original documents like death certificates and annual insurance policy documents. Please note all costs incurred obtaining documentation should be borne by the claimant. Some airlines, for example, may charge for the issuing of required documentation such as a letter confirming that you did not take a particular flight.

Q: I do not have all the documents you require; can I proceed with my claim?

A: It is a requirement of your policy that you provide full details when making a claim. You can still submit your claim with an accompanying letter explaining the reasons why you are unable to supply the required documents, but without all relevant documentation we cannot guarantee that the claim can be processed.

Q: Where can I get my Booking Invoice from?

A: If you are not already in possession of your Booking Invoice, it can be requested from the travel agent / tour operator / transport provider used during the booking of your trip.

Q: I have cancelled/curtailed my holiday due to a medical problem; do I need a GP report?

A: We will need a medical report from either the GP of the person who has the medical condition or in certain circumstances this report can be completed by a specialist /consultant. All questions on the medical report must be answered and the report must also be stamped.

Q: Do I need to send all medical receipts and invoices? (for medical claims)

A: Yes, we require original documentation only, although we also suggest that you keep photocopies of every item you send us.

Q: I want to make a luggage claim/travel delay claim but I do not have a written report from airline/police/tour-operator confirming loss or damage or delay; can I proceed with claim?

A: No, unfortunately without a written report we are unable to process this type of claim.

Q: How will claim payments be made?

A: Payments can be made by cheque or BACS transfer, which takes much less time - please complete the claim form accordingly.  Do not forget to include your IBAN number on the claim form as without it we cannot process your electronic payment. 

Q: I'm not satisfied with the settlement; what should I do next?

A: We suggest that you first refer to your policy as limits, exclusions, depreciation or excesses may apply. If you have been sent a Claim Settlement Breakdown sheet this may provide further information. If you remain dissatisfied with the settlement you should contact our Travel Claims Unit at vhitravelclaims@europ-assistance.ie. Alternatively you can write to us at the address below - please mark 'Appeal' on the envelope. The claim will be reviewed and you will then be advised of your further options.

Q: Where do I write to?

A: Please ensure that all documentation includes your Claim Reference Number and is sent to:

If your question is not answered above or in the Guidance Notes, please contact us via fax or email for further help and include you Claim Reference Number.