Claiming Online
To file a claim
Unable to start your trip?
If you are unable to start the trip, please cancel the booking as soon as possible. Then please report your claim via
Medical reasons for cancellation
If you need to cancel your trip for health reasons, you can download the medical questionnaire (pdf, 74mb) in advance and take it with you to your next doctor’s appointment. This helps ensure fast and efficient processing of your claim.
Unsure whether you can take the trip?
If you are unsure whether you will be fully recovered by the start of your trip, we recommend using our StornoCheck service. StornoCheck provides an individual assessment of whether cancelling now is recommended or whether waiting is advisable.
Do you need to interrupt your trip?
In the event of a trip interruption, please submit your claim using our online claim form.
Assistance with organizing your return journey
If you require help arranging your return journey, please contact our 24‑hour emergency hotline +43 1 50 444 00. Our team will support you around the clock.
We will reimburse the costs of outpatient treatment, less the portion covered by your social insurance provider. Please submit your doctor and/or hospital bills to your social insurance provider first. To ensure prompt reimbursement, please report your claim via our online claims form.
The social insurance statement can be conveniently submitted via the personal upload link after processing is complete.
Waiver of social insurance claim
If you wish to waive the reporting of your claim to social insurance, you can indicate this directly during the online claim reporting process.
To ensure we can reimburse you quickly, please report the damage online.
Damage or Loss of Property
Please ensure you obtain written confirmation of the damage claim. This confirmation is necessary for further processing of your claim.
- In case of theft, robbery, of burglary: A written confirmation from the police (at the place of the incident) is required.
- In case of damage during transport (e.g. by an airline): The damage must be confirmed directly by the respective transport company. In case of damage during a flight, please be sure to keep your flight ticket (boarding pass) and baggage tags.
Delayed luggage at destination
The delay must be confirmed directly by the respective transport company. Please carefully retain the receipts for any replacement purchases, as well as your flight ticket (boarding pass) and baggage tags.
Theft of payment means
If you need a cash advance — for example, after a theft — you can contact our 24‑hour emergency hotline at any time. +43 1 50 444 00
Theft of Documents
If you need assistance with organizing replacement documents, you can contact our 24‑hour emergency hotline. +43 1 50 444 00
When you missed a departure/flight, had a flight delay and delayed journey home, please obtain a written confirmation from the respective transport company with the cause of the missed departure.
Keep all receipts
All receipts for any additional expenses must be diligently retained - for example for alternative transportation, accomodation or meals.
Have you had an accident or were in an emergency situation in the mountains or on the water?
Important documents following a rescue operation for processing your claim
- the rescue operation report, issued by the company that carried out the rescue
- all invoices for any costs incurred during the operation
- the operation report
Have you unintentionally damaged a vase or lamp in your hotel room?
This is just one example among many, please do not admit any liability to the injured party – neither in writing nor verbally, and certainly not in the form of payments. Report the claim to us via our online claim report.
Do you need to claim? Here's what you should know.
Please report the claim as soon as possible using our online claim form. Your data and documents will be transmitted to us securely and in compliance with data protection regulations. After entering your data, you will receive:
- your claim number immediately
- clear information about the next steps
- a customized list of the required documents
Important
The list of required documents is automatically and individually tailored to your reported damage. It is based on the information you provide during the online claim process.
Uploading documents is easy
You can upload the requested documents directly during the claim process or conveniently submit them later via a personal upload link.
Frequently asked questions
Our Online claim report is the quickest and easiest way to process your claim. Please report any claims as soon as possible via Online claim report.
You are very welcome to initiate the claims process by telephone, but we must ask that you follow up by submitting the claim in writing.
In order to facilitate a prompt and seamless transfer of compensation in the event of confirmed coverage we kindly request your bank details. Please be assured that your data will be transmitted securely using encryption protocols and will not be disclosed to any third parties. All information provided will be treated with the strictest confidentiality and in full compliance with applicable data protection regulations.
As it is in both of our interests, we ask that you make any claims as soon as possible, although you do, in principle, have 3 years from the date of the incident to make the claim or to provide additional documentation.
If the cancellation is covered, we will generally pay the cancellation fees, i.e. the costs incurred at the time at which you are declared unfit to travel. Should you incur higher cancellation fees by waiting, we will not cover the difference. If you are unsure, please use our ‘Cancellation Check’ service.
Each and every claim has to be proven. You will e.g. have to provide a doctor’s note if you are forced to cancel due to illness, a police report in the event of theft, or the corresponding invoice for medical expenses incurred while at your holiday destination. You will find all the relevant information under the menu item ‘Trip Cancellation’.
Whether other people who are covered by the policy can cancel depends on the product you have chosen. You will find details relating to this in your insurance terms. Alternatively, please contact our contract management team by phone for advice +43 1 317 25 00.
Please contact the parties you made your booking with (e. g. travel agency, hotel).
If you see a doctor, please pay the costs yourself up front. Find out about the procedure under the menu item ‘Service’ and ‘Outpatient treatment’. If you are admitted to hospital as an inpatient, please contact our 24-HOUR EMERGENCY SERVICE at: +43 1 50 444 00.
Tele-Traveldoc and Emergency App
- Enter your policy number. In an emergency, it will be transmitted along with your current address via GPS tracking
- The shortest connection to the emergency call center, works even without internet access
- Tele-Traveldoc, a 24/7 connection to the Austrian doctor for quick medical advice when travelling
- Simple and quick transmission of a claim
Become part of our Newsletter Community!
Become part of our newsletter community with more than 60,000 experienced travelers who regularly read our travel tips and information! Find out everything about travel safety and travel preparation, regular travel tips from experts and important events around the world. Note: This service is available in German.