In this guide
- See how one traveler’s $861 insurance claim was almost denied because of a simple mistake her doctor made on a form.
- This article reveals the five biggest mistakes that can get your claim denied, from missing deadlines to losing your cool with an agent.
- Get a clear, step-by-step guide on what you need to do to get your travel insurance claim paid without a fight.
When it comes to travel insurance, details matter. Just ask Shannon Carr.
Carr, a stay-at-home mom from Jefferson, Ga., was a guest on her niece’s wedding cruise last year. But she missed the boat after suffering a shoulder injury. Although Carnival Cruises offered her a partial refund, Allianz Travel Insurance denied her claim for the remaining $861.
The problem? Her doctor had answered a question on one of her forms wrong, and she failed to notice it.
“I believe the doctor misunderstood what Allianz was asking,” she recalls.
As a result, Allianz denied her claim.
That’s happening more often these days with travel insurance. As trips become more complicated, so do the claims. Our advocacy team has been receiving more of these rejections lately.
Every answer matters why you’re dealing with travel insurance
When you’re filing a travel insurance claim, every answer matters, especially the ones your doctor provides. Details count — now more than ever. In recent years, travel insurance companies have tightened their paperwork requirements, leading some travelers to denied claims. (Related: Do you need travel insurance this summer? It’s complicated.)
“Incomplete claim forms are the number one reason that claims reimbursements are delayed,” says Daniel Durazo, a spokesman for Allianz. “When we receive incomplete information, we often have to go back to the customer or their doctor and this holds up the approval of the claim and ultimately the payment.”
Your voice matters
This story shows how even a small, unintentional error on a claim form can put hundreds or thousands of dollars at risk. The burden is often on the consumer to get every single detail right, which raises questions about the fairness and complexity of the process.
- Have you ever had a claim delayed or denied because of a paperwork error?
- In your opinion, what is the single biggest mistake travelers make when filing an insurance claim?
- Do you think insurance companies make the process deliberately complicated, or are they just being thorough?
Here are five things you should never do when you’re filing an insurance claim:
Wait
Travel insurance companies can be sticklers for deadlines. There’s really no benefit to waiting to file a claim. Most policies give you 90 days to file a claim, but read your policy carefully. If you’re unsure of something, call your travel insurance company and ask. “The sooner the provider is made aware,” says Carolyn Leckie, a spokeswoman for the travel insurance site Squaremouth.com, “the faster the process will go.”
Read more insightful reader feedback. See all comments.
Forget your manners
I’ve seen some insurance appeals undercut by salty language or angry rhetoric. So before you start filing your claim, remember to keep things professional. There’s another person on the other side of the claim and they have some flexibility in the way they handle things. Threats to litigate may get your request routed to the legal department, where you could face additional delays.
Omit a required document
Travel insurance companies are not in the business of letting the paperwork slide. They actually publish lists of documents you need in order to file a successful claim (here’s the Allianz Travel Insurance checklist page, for example.) So, for a dental expense, you would need to submit copies of all medical bills you receive and, if applicable, a copy of the relevant accident or incident report.
Lie
From time to time, I receive help requests from customers who file claims that are not entirely truthful. Every now and then, I’ll also hear from an insurance adjuster who is trying to uncover the truth. It rarely ends well for the traveler. No need to try to embarrass anyone in making this point, but the bottom line is: Don’t lie. Don’t embellish the facts, omit relevant facts, or downplay important ones. The adjusters will find out, and when they do, your claim could be denied.
Lose your patience
Travel insurance claims typically take between two and four weeks to process, but some complicated claims that require more extensive research by an adjuster can take longer. Expect to receive a form acknowledgment of your claim, with a final decision within roughly a month, but no more than two months. (Related: What happens if you give the wrong information on your insurance application?)
And one final thought: If you booked your insurance policy through a travel agent, remember to enlist your travel advisor when you file a claim. Consider what happened to one of Christina Ernst’s clients.
A death before the honeymoon
“Last year, I had a young couple book their honeymoon through me,” remembers Ernst, the president of VIP Southern Tours in Sautee-Nacoochee, Ga. “The fiancé died in a horrible car wreck eight days before their wedding and honeymoon.” (Here’s what you need to know about travel insurance.)
Her surviving client was distraught. Ernst took care of all the paperwork, canceling the entire honeymoon.
“The client has been refunded and has also positively moved on with her life, especially after enduring such a traumatic experience,” says Ernst.
Travel insurance can be complicated, but the claims process doesn’t have to be. Travel insurance companies are working on ways to make it easier. For example, Allianz recently redesigned its claim forms and added the ability to file claims online from any device.
The rest is up to you.
So what happened to Carr, the woman whose claim was rejected by Allianz? Fortunately, her story had a happy ending. Allianz Travel Insurance reviewed her claim and honored it.
As long as you have a good sense of timing, remember your paperwork, provide all the necessary facts and mind your manners, your claim is far likelier to succeed.
And if you don’t? Well, you know where to find my advocacy team.
5 mistakes that can get your claim denied
How to avoid the most common travel insurance traps
Don’t wait to file
Insurance companies have strict deadlines. File your claim as soon as possible to avoid being denied for being late.
Don’t forget your manners
Be professional and polite in all communication. An angry or threatening tone can cause delays or get your case sent to the legal department.
Don’t omit documents
Incomplete paperwork is the #1 reason for delays. Double-check the required document list and submit everything at once.
Don’t lie or exaggerate
Be completely truthful. Insurance adjusters will verify the facts, and any dishonesty can lead to an automatic denial.
Don’t lose your patience
The claims process takes time, often 2-4 weeks. Follow up politely, but understand that a thorough review is necessary.
Key takeaways
Mind the deadlines
The clock starts ticking the moment a covered event occurs. Don’t delay.
Details matter
An incorrect date or a missing receipt can jeopardize your entire claim.
Keep a paper trail
Your documentation is your best evidence in a dispute. Save everything.
Be your own advocate
Politely but firmly follow up and don’t be afraid to escalate your case if needed.
Stuck in a customer service loop?
When your emails go unanswered, you need a direct line to someone who can help. We publish the names, titles, and direct email addresses for the executives at Allianz.
Get the Allianz executive contacts
What you’re saying
Your comments on this story are a masterclass in how to handle a travel insurance claim. The consensus is clear: success comes down to meticulous preparation and understanding the rules of the game before you even start playing.
Documentation is everything
Many of you, led by a detailed comment from SirWired, emphasized the need to “answer the questions from the adjuster before they have them.” This means creating a clear narrative, organizing receipts, and providing a complete file that makes it easy for the adjuster to say “yes.”
Check the doctor’s note
Our top commenter, AJPeabody, pointed out a critical vulnerability: errors in the doctor’s letter. Whether it’s a mistyped date or missing information, you all agree that you must review any medical documents for accuracy before submitting them to the insurance company.
Know your policy
Several readers, including Lee and Annie M, noted that not all policies are created equal. You stressed the importance of understanding key details, like whether your coverage is primary or secondary, *before* you travel to avoid surprises during a crisis.