Trip cancellation

If you are unable to commence your journey, please cancel as soon as possible at the place where you made your booking (e.g. travel agency) and at the same time inform the Europäische Reiseversicherung Claims-Management by claiming online, letter or e-mail. If you are not sure at the moment whether you will be well again at the start of your trip, use the CancellationCheck” service.


Please enclose the following documents for your claim to be checked:

  • 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)

As each claim is individually different please be advised that further documents/originals may be required as needed.

Alternatively you could send us the respective claim form (pdf) via e-mail or by post.

Top

Trip interruption

If you reqiure assistance in the organisation of your return journey, please call as soon as possible using our emergency number.

Emergency phone 24 hours a day: +43 1 50 444 00

To insure claim processing, please supply the following documents:

  • proof of insurance, which means for credit cardholders: copy of one monthly statement dated within 3 months prior the claim
  • Online Claim Report or Claim Form Cancellation, completed in full; if you are only interrupting a hotel stay, please use the Claim Form for hotel bookings
  • booking confirmation
  • receipts concerning the additional return journey costs (e.g. flight rebooking) or
  • confirmation of departure (e.g. by the hotel)
  • documents concerning the event insured against (e.g. detailed medical certificate or accident report of the doctor treating you on site , death certificate)


As each claim is individually different please be advised that further documents may be required as needed.

Alternatively you could send us the respective claim form (pdf) via e-mail or by post.

Top

Travel luggage - Damage or loss

Please obtain written evidence for your claim – e. g. the local police report for theft, robbery or burglary or from the transport company (e. g. the airline) in the event of damage during transport. In the event of damage occurring during the flight, please keep your flight tickets including Baggage Tag.

Please enclose the following documents for your claim to be checked:

  • proof of insurance, which means for credit cardholders: copy of one monthly statement dated within 3 months prior the claim    
  • Online Claim Report or Claim Form 'Travel luggage', completed in full
  • travel documents (e. g. booking confirmation), that show the duration of the journey (ourward and return journey)
  • invoices for your possessions
  • in the event of theft: e. g. police record from location of the claim
  • in the event of damage: photo(s) of the damage, or preliminary estimate of costs for repair, or, if repair is impossible or uneconomic, confirmation of this fact
  • in the event of damage/loss during air travel*:
    – flight tickets (Boarding Pass) including Baggage Tag
    – confirmation of notification of damage from the flight company
    – confirmation from the flight company regarding unsuccessful investigations, in the original (you will receive this confirmation about 4 weeks following notification of the loss to the flight company)

* the information to be provided in respect of air travel applies correspondingly for journeys by ship, coach and rail.

As each claim is individually different please be advised that further documents may be required as needed.

Alternatively you could send us the respective claim form (pdf) via e-mail or by post.

Top

Delayed luggage at destination

Obtain confirmation of the delay from the transport company (e. g. airline)  and keep your  receipts for the replacement purchases.

Please enclose the following documents for your claim to be checked:

  • proof of insurance, which means for credit cardholders: copy of one monthly statement dated within 3 months prior the claim
  • Online Claim Report or Claim Form 'Travel luggage', completed in full
  • travel documents (e. g. booking confirmation, flight tickets), that show the duration of the journey (ourward and return journey)
  • flight tickets (Boarding Pass) including Baggage Tag*
  • confirmation of notification of damage from the flight company*
  • receipts for replacement purchases

* the information to be provided in respect of air travel applies correspondingly for journeys by ship, coach and rail.

As each claim is individually different please be advised that further documents may be required as needed.

Alternatively you could send us the respective claim form (pdf) via e-mail or by post.

Top

Theft of payment means

If you need an advance payment, please contact us on

Emergency phone 24 hours a day: +43 1 50 444 00

Theft of documents

If you require assistance in the organisation of replacement documents, please contact us on

Emergency phone 24 hours a day: +43 1 50 444 00

Top

Missed departure/flight, flight delay and delayed journey home

Obtain confirmation of the cause of the missed departure/flight or the delayed journey home. Keep the bills for the costs arising in respect of travel accommodation and meals.

Please enclose the following documents for your claim to be checked:

  • proof of insurance, which means for credit cardholders: copy of one monthly statement dated within 3 months prior to the claim
  • travel documents (e. g. booking confirmation, flight tickets), that show the duration of the journey (outward and return journey)
  • receipts concerning the costs incurred (e.g. accommodation)
  • evidence of the cause or delay

As each claim is individually different please be advised that further documents may be required as needed.

Delayed begin of the booked stay and unscheduled prolonged stay

Obtain confirmation of the cause – e.g. official confirmation of road closure. Keep the bills for the costs arising for overnight accommodation and meals.

Please enclose the following documents for your claim to be checked:

  • proof of insurance
  • booking confirmation
  • receipts for overnight accommodation and meals
  • evidence of the cause of the delayed commencement or the involuntary extension

We kindly ask you to send us respective documents either via e-mail or by post. As each claim is individually different please be advised that further documents may be required as needed.

Top

Search and rescue

Please ask for a protocol about your rescue by the rescue company. Retain invoices about costs and the protocol of the rescue.

Please enclose the following documents for your claim to be checked:

  • proof of insurance, which means for credit cardholders: copy of one monthly statement dated within 3 months prior the claim
  • Online Claim Report or Claim Form Medical Services, completed in full
  • travel documents (e.g. booking confirmation, flight tickets), that show the duration of the journey (outward and return journey)
  • invoice about the rescue
  • operation record about the rescue

As each claim is individually different please be advised that further documents may be required as needed.

Alternatively you could send us the respective claim form (pdf) via e-mail or by post.

Top

Outpatient treatment

We will reimburse you for the costs, less the social insurance portion. To that end, please send doctors’ and hospital bills to your social insurance organisation as soon as possible. After the processing of any claims has been completed there, send the documents on to Claims-Management of Europäische Reiseversicherung.

Please enclose the following documents for your claim to be checked:

  • proof of insurance, which means for credit cardholders: copy of one monthly statement dated within 3 months prior the claim
  • Online Claim Report or Claim Form Medical Services, completed in full
  • travel documents (e.g. booking confirmation, flight tickets,..), that show the duration of the journey outward and return journey)
  • invoice for treatment costs/medication plus receipt for payment from social insurance (without receipt, costs are reimbursed minus deductible)/private insurance

As each claim is individually different please be advised that further documents may be required as needed.

Alternatively you could send us the respective claim form (pdf) via e-mail or by post.

Top

Medical emergency or inpatient treatment

Please call as soon as possible our emergency number. We will be happy to advise you and organize the handling with the hospital and your transport home in an emergency.

Emergency phone 24 hours a day: +43 1 50 444 00

Travel personal liability

Do not give any acknowledgement of fault to the injured party, either in the form of written or verbal commitments or payments, and inform our Claims-Management as soon as possible.

Please enclose the following documents for your claim to be checked:

  • proof of insurance, which means for credit cardholders: copy of one monthly statement dated within 3 months prior the claim
  • travel documents (e.g. booking confirmation, flight tickets,..), that show the duration of the journey (outward and return journey)
  • detailed description of the circumstances
  • letter of demand by the injured party
  • invoices, preliminary estimation of costs etc.

We kindly ask you to send us respective documents either via e-mail or by post. As each claim is individually different please be advised that further documents may be required as needed.

Travel assistance

Please contact us as soon as possible for benefits "Assistance in the event of arrest or threatened arrest abroad", "Holiday search message", etc.

Emergency phone 24 hours a day: +43 1 50 444 00

Top

MEINE URLAUBERIA-App

please fill in your policy data, it will be transferred together with your GPS-located address in case of emergency

The shortest connection to our emergency center, works even offline without internet access

Reisedoc, 24/7 connection to Austrian medical advice abroad

Simple and quick claims notification