Report damage & documents

Trip Cancellation Claiming

Trip cancellation damage report

If you are unable to travel, please cancel with the booking office (e.g. travel agency) as soon as possible. Please read which documents we need and report the case via online damage report (alternatively: by e-mail or post) as soon as you have all the required documents.

  • proof of insurance, which means for credit cardholders: copy of one monthly statement dated within 3 months prior the claim
  • for credit cardholders: proof of payment for the trip or the deposit for trip with the credit card (copy of monthly statement - you are welcome to black out all transactions that are not relevant to the claim).
  • for credit cardholders: proof of relationship between credit card holder and booked fellow travellers being affected by the trip cancellation as well
  • Online Claim Report or Claim Form Cancellation, completed in full; if you are only cancelling a hotel stay, please use the Claim Form for hotel bookings)
  • documentary evidence of the insured event (e. g. doctor's certificates, hospital reports, extracts from medical file, death certificate)
  • for an accident involving another party: police accident report (name/address of other party involved in the accident)
  • for pregnancy: copy of the maternity medical card
  • booking confirmation and cancellation costs invoice (for flight bookings, also provide refund receipts from the airline)
  • original unused admission tickets, travel tickets, etc. (online tickets: only need to be sent by e-mail)

Frequently asked questions

You can make your claim online including document upload and by email or post.

To make a claim online please follow  Start your claim

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.

Please send your correspondence to

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.

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.

The claim forms can be found at Downloads.

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’.

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.

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. 

Please contact the parties you made your booking with (e. g. travel agency, hotel).

To top

It is best to use the online damage report as described above. It explains step by step what we need from you so that we can process your claim as automatically as possible. If this is not an option for you, an alternative would be to download the corresponding pdf here, fill it out and report your damage to us by email or post.

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
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