Travel Insurance Claim

We help you with complete know-how and assistance with your claims.

Claim Assistance as per Your Need

Guaranteed Claim Support,
Vishwas ke Sath

Life can be unpredictable but your claims journey need
not be.

We will guide you from start till end in your claim journey. Start your claim process with us to get our support.

Travel Insurance Claim - Everything You Want to Know

Types of Claims in a Travel Policy

Medical sickness dental relief

Medical expenses for illness/injury during the trip

1

Please contact our service centre at the number given above and obtain a claim form from them and fill it in. It is necessary to obtain the attending physician’s signature on the form.  

2

Please collect all bills/receipts/invoices. 

3

Send all documents to our claims office at the address given below. 

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Claim form

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Discharge summary

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Medical reports

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Bills and recepit for hospital/doctor/nurse/medical services payment, tests/investigations, medicines/drugs

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Past medical history and related documents - query if PED /non-disclosure/declined risk suspected

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LMO name/address/contact details

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Nearest relative in India - name/address/contact details

Overseas in hospital indemnity accident benefit

Medical expenses for illness/injury during the trip

1

Please contact our service centre at the number given above and obtain a claim form from them and fill it in. It is necessary to obtain the attending physician’s signature on the form.  

2

Please collect all bills/receipts/invoices. 

3

Send all documents to our claims office at the address given below. 

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Claim form

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Discharge summary

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Medical reports

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Bills and recepit for hospital/doctor/nurse/medical services payment, tests/investigations, medicines/drugs

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Past medical history and related documents - query if PED /non-disclosure/declined risk suspected

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LMO name/address/contact details

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Nearest relative in India - name/address/contact details

Loss of baggage

Indemnify for loss of checked in baggage (including hand baggage) during the trip for a period when is beyond custody of the common carrier. 

1

Intimate the airline about your loss and lodge a complaint; obtain the Property Irregularity Report. 

2

Claim form can be obtained from our service centre. 

3

Fill in the claim form and send all documents to our Corporate Office at the address given above.  

4

NOTE: Damage to the luggage or partial loss of its contents are not covered under the policy. 

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Claim form, copy of letters to common carrier/ police authorities and hotel/accommodation provider

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FIR/Police report copy

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Revert from common carrier/police authorities/hotel/accommodation provider (if
received)

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Proof of ownership in case the cost of items lost is > 100 USD

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Any other documents as required by ASP/ insurer on a case-to-case basis

Delay of baggage

Pay fixed allowance (as per SI) for delay in receipt of checked in baggage. 

1

Obtain confirmation of the delay from the airline. 

2

Claim form can be obtained from our service centre. 

3

Fill in the claim form and send all documents to our corporate office at the address given above. 

4

NOTE: Baggage delay in the Republic of India is not covered. 

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Claim form

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Property irregularity report issued by common carrier

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Voucher with compensation details from common carrier for delayed delivery/short delivery of baggage

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Communication/correspondence exchanged with common carrier in connection with lost baggage (if any)

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Any other documents as required by ASP/ insurer on a case-to-case basis

Trip Delay

Reimbursement of additional expenses incurred due to trip delay. 

1

Claim form can be obtained from our service centre. 

2

Fill in the claim form and send all documents to our claims office at the address given below. 

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Claim form

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Trip cancellation confirmation from a common carrier with details of circumstances leading to cancellation

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Refund certificate issued by flight operator with details of forfeited amount if any

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Bills and receipts for payment/refund made towards accommodation/food at the location of trip cancelled/delayed

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The original ticket for the alternative flight arranged to cover the journey planned through the flight delayed

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Declaration from the insured with incident details leading to trip delay (only for delay due to personal reasons/passport loss)

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Medical evidence (only for a delay due to personal reasons)

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Copy of police report filed at the place of loss of passport (only for delay due to passport loss)

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Any other documents as required by ASP/ insurer on a case-to-case basis

Trip cancellation

Indemnify financial loss to the Insured for trip cancellation due to covered perils or personal contingencies. 

1

The claim form can be obtained from the insurer’s call centre/assistance service centre. 

2

Fill in the claim form and send all documents to the insurer’s claims office address. 

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Claim Form

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Trip cancellation confirmation from a common carrier with details of circumstances leading to the cancellation

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Original air ticket with the cost of the ticket and receipt of refund for the cancelled trip

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Bills and receipts for payment/refund made towards accommodation at the location of the trip cancelled

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Used air ticket copy for the return journey from the place of cancellation to the country of residence

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Declaration from insured with incident details leading to trip cancellation (for cancellation due to personal reasons)

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Medical evidence (for cancellation due to personal reasons)

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Any other documents as required by ASP/ insurer on a case-to-case basis

Loss of passport

Cost incurred for emergency certificate including incidental expenses and for issue of duplicate passport and incidental expenses. 

1

File a complaint with the local police

2

Contact the Indian Embassy, wherever necessary. 

3

Submit all documents to our claims office at the address given below, along with a detailed statement. 

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Claim form

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Police report in original

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Details of attempts made to trace the lost passport

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Insured statement for expenses incurred

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Receipt/payment proof for issuance of emergency certificate

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Receipt/payment proof for issuance of duplicate passport

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Any other documents as re-quired by ASP/insurer on a case-to-case basis

 

Personal liability

Indemnify against legal liability for bodily injury/property damage to third party due to accident. 

1

Inform our claims department immediately (at the address given below) giving full details of the incident 

2

Do not commit any benefit/compensation or enter into any agreement. 

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Claim form

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Statement with details of event leading to liability

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Photocopy of police report

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Any other documents as required by ASP/ insurer on a case-to-case basis

Accidental death and dismemberment

Indemnify as per SI in case of death/total or partial permanent disability due to accident while on the trip.

1

Collect all documents pertaining to the loss including correspondence with the carrier and send them to our claims office at the address given below.  

2

Claim form can be obtained from our service centre.

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Claim Form

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Medical report with accident details leading to death/disability, nature of injury/extent of disability

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Certificate from medical practitioner with reasons and extent of disability (in case of disability)

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Copy of the death certificate from medical practitioner (in case of accidental death)

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Photocopy of post-mortem report

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Police report in original in case the accident occurred at a public place/premise

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Legal heir certificate for payment to nominee (in case of accidental death)

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Any other documents as required by ASP/ insurer on a case-to-case basis

Home secure policy burglary

Indemnify the insured for damage/loss to property due to perils/burglary. 

1

File a complaint with the local police. 

2

Submit all documents to our claims office at the address given below, along with a detailed statement. 

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Claim Form

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FIR report and panchnama

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Investigation report by the police

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Fire brigade report (wherever applicable)

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Estimate and final bills for repairs

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Invoices for owned articles

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Legal opinion

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Statement of the insured with details of items lost with supporting bills

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Any other documents as required by ASP/ insurer on a case-to-case basis

Emergency medical evacuation

Cost of ambulance/transportation/evacuation services, including medical care enroute for illness/injury during the trip. 

1

For any assistance/guidance, immediately contact the assistance company at the number given above as soon as possible. 

2

The assistance company will provide all guidance/advice. 

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Claim Form

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Medical reports/prescription/treatment details by medical practitioner confirming necessity for the evacuation

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Transportation details from evacuation agency

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Proof of expenses incurred for medical evacuation

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Any other documents as required by ASP/ insurer on a case-to-case basis

Repatriation of mortal remains

The cost incurred for transporting mortal remains or the cost of local burial/cremation in the country of loss. 

1

For any assistance/guidance, immediately contact the assistance company at the number given above as soon as possible.

2

Assistance company will provide all guidance/advise.

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Claim Form

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Photocopy of postmortem report

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Photocopy of death certificate

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Proof of expenses incurred towards disposal of mortal remains

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Proof of expenses incurred towards preparation/packing/air transportation of mortal remains

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Past medical history and related documents - query if PED/non-disclosure/declined risk suspected

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LMO name/address/contact details

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Nearest relative in India - Name/address/ contact details

More on Claim Settlement Ratio

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Claim settlement calculations

To calculate the claim settlement ratio of travel insurance companies, you can use a simple formula. Here, the claim settlement ratio is equal to the total claims settled by the insurer, divided by the total claims received by the insurer and the outstanding claims from the start of the year. So, while buying a travel insurance plan, you should check for insurance companies offering impressive claim settlement ratios.

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Consistency

An insurer offering a consistent travel claim ratio in the last five years should be your choice when buying a travel plan. Hence, consider an insurance company offering a high claim ratio or at least a consistent claim ratio.

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Claims received by the insurer

Another influencing factor to consider is to see the number of claims that an insurance company has received during a financial year.

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Annual IBA report

Insurance Brokers Association of India or IBAI circulates the claim settlement ratio of all insurance companies in India, both public and private, every year. You can check this report in the IBAI portal to find out the best companies with travel claim insurance ratio before buying a travel plan.

Claim Process

1
Step 1

Report your claims either to the respective service provider of your insurance company or contact us through the toll-free number .

2
Step 2

Keep the following documents ready as per your case

Common in all claims:

  • Claim forms
  • Copy of passport/visa with entry and exit stamp (not in trip cancellation)
  • Personal ID proof
     

3
Step 3

Once all documents are arranged and ready, please submit the same at the time of occurrence or max. within 30 days of the end of your trip. 

4
Step 4

The insurance company’s special claim team will assess your claim and inform you if any further documents need to be submitted. Post receiving all the necessary documents.

5
Step 5

Once all relevant documents are reviewed and approved, the insurance company will process your claim request. The payment is now released to the insured as per the policy coverage, after deducting the corresponding cover’s deductible amount. 

More on Claim Settlement Ratio

plus-icon
Claim settlement calculations

To calculate the claim settlement ratio of travel insurance companies, you can use a simple formula. Here, the claim settlement ratio is equal to the total claims settled by the insurer, divided by the total claims received by the insurer and the outstanding claims from the start of the year. So, while buying a travel insurance plan, you should check for insurance companies offering impressive claim settlement ratios.

plus-icon
Consistency

An insurer offering a consistent travel claim ratio in the last five years should be your choice when buying a travel plan. Hence, consider an insurance company offering a high claim ratio or at least a consistent claim ratio.

plus-icon
Claims received by the insurer

Another influencing factor to consider is to see the number of claims that an insurance company has received during a financial year.

plus-icon
Annual IBA report

Insurance Brokers Association of India or IBAI circulates the claim settlement ratio of all insurance companies in India, both public and private, every year. You can check this report in the IBAI portal to find out the best companies with travel claim insurance ratio before buying a travel plan.

How to Check the Status of the Claim

You can check the status of your travel insurance claim either online or offline.   

Follow the process to check the status of your travel insurance claim.   

1
Step 1

Paybima customers can visit the official website, while others can check on their insurance company’s website.  

2
Step 2

Click on the ‘Claim’ tab on the Paybima website. If you choose the insurance company site, look for the claims or policy details tab.

3
Step 3

On Paybima, you can log in via OTP. You can see all the details related to your policy and track your claim. On the insurance company page, follow the steps for logging via OTP or customer ID, policy number, claim number, etc.  

Here are some of the options you can choose to check your travel insurance claim status.

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Visit the branch: You can visit the nearest branch office of Paybima or your health insurance company with all the essential details regarding your policy.

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Write an email: You can also send an email containing your travel insurance policy number and other details to the email address provided.

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Call the claim support: You can also call our claims assistance number or your insurer's toll-free customer care number and talk to a customer executive to find out about your health insurance claim status.

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Connect on WhatsApp: On the Paybima site, you can connect with us on WhatsApp or chat on our chatbot.

What Can Get Your Claim Rejected

Specific Exclusions

This entire policy does not provide benefits for any loss resulting in whole or in part from, or expenses incurred, directly or indirectly in respect of:

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Where the Insured person is travelling against the advice of a physician; or receiving or on a waiting list for receiving specified medical treatment; or is travelling to obtain treatment; or has received a terminal prognosis for a medical condition; or any pre-existing condition or any complication arising from it.  

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Suicide, attempted suicide (whether sane or insane) intentionally self-inflicted injury, illness, or sexually transmitted conditions or nervous disorder. 

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Serving in any branch of the military or armed forces of any country, whether in peace or war and in such an event, we, upon written notification by you, shall return the pro rata premium for any such period of service during the rip.  

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Being under the influence of drugs, alcohol, or other intoxicants or hallucinogens unless properly prescribed by a physician and taken as prescribed. 

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Participation in an actual or attempted felony, riot, crime, misdemeanour, or civil commotion; or operating or learning to operate any aircraft or performing duties as a member of the crew on any aircraft or scheduled airline; or any loss arising out of war, civil war, invasion, insurrection, revolution, act of foreign enemy, hostilities (whether war be declared or not), rebellion, mutiny, use of military power or usurpation of government or military power. 

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Any loss, damage cost or expense of whatsoever nature directly or indirectly caused by, resulting from or in connection with any act of terrorism, regardless of any other cause or event contributing concurrently or in any other sequence to the loss. The warranty also excludes loss, damage, cost or expenses of whatsoever nature directly or indirectly caused by, resulting from or in connection with any action taken in controlling, preventing, suppressing or in any way relating to an action taken in respect of any act of terrorism. If the company alleges that because of this exclusion, any loss, damage, cost or expenses is not covered by this insurance the burden of proving the contrary shall be upon the insured. 

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Any loss arising out of the intentional use of military force to intercept, prevent, or mitigate any known or suspected act of terrorism; or the use, release or escape of nuclear materials that directly or indirectly results in nuclear reaction or radiation or radioactive contamination.  

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The dispersal or application of pathogenic or poisonous biological or chemical materials; The release of pathogenic or poisonous biological or chemical materials, (However, the above only applies if 50 or more persons sustain death within 90 days of the date of the incident). 

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The radioactive, toxic, explosive or other dangerous properties of any explosive nuclear equipment or any part of that equipment.  

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Performance of manual work for employment or any other potentially dangerous occupation. 

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Congenital anomalies or any complications or conditions arising therefrom. 

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Osteoporosis (porosity and brittleness of the bones due to loss of protein from the bone matrix) or pathological fracture (any fracture in an area where pre-existing Disease has caused the weakening of the bone). 

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Participation in winter sports, skydiving/parachuting, hang gliding, bungee jumping, scuba diving, mountain climbing (where ropes or guides are customarily used), riding or driving in races or rallies using a motorized vehicle or bicycle, caving or pot-holing, hunting or equestrian activities, skin diving or other underwater activity, rafting or canoeing involving white water rapids, yachting or boating outside coastal waters (2 miles), participation in any professional sports, any bodily contact sport or potentially dangerous sport for which you are untrained. 

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Any loss, injury, damage or legal liability arising directly or indirectly from travel in, to, or through Afghanistan, Cuba or the Democratic Republic of Congo. 

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Pregnancy and all related conditions, including services and supplies related to the diagnosis or treatment of infertility or other problems related to an inability to conceive a child; birth control, including surgical procedures and devices; This however does not include ectopic pregnancy proved by diagnostic means and is certified to be life-threatening by the physician. 

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For any loss of which a contributing cause was your actual or attempted commission of, or wilful participation in, an illegal act or any violation or attempted violation of the law or your resistance to arrest. 

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Any loss, injury, damage or legal sustained directly or indirectly by any terrorist or member of a terrorist organization, narcotics trafficker, or purveyor of nuclear, chemical or biological weapons. 

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Any non-medical expenses (list enclosed - Annexure I)