Claiming

Trip cancellation

If you are unable to commence your journey, please cancel immediately at the place where you made your booking (e.g. travel agency) and at the same time inform the Eurpäische Service Center (by fax, letter, e-mail or online notification of loss). If you are not sure at the moment whether you will be well again at the start of your trip, use the “StornoCheck” service.

Please give the following information with the notication of loss:
your first name and surname, your address, your intended date of travel, the date of cancellation and the reason for cancelling, your booking confirmation and your proof of insurance.
In the event of sickness/accident please have a detailed medical certificate or accident report made out, using the claim form. Enclose the sickness notification sent to your social insurance company and the confirmation concerning medicines prescribed.

To insure quick claim processing, please supply the following documents:

  • proof of insurance
  • 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
  • booking confirmation
  • cancellation costs invoice
  • unused travel documents (e.g. flight tickets)
  • in the event of sickness/accident:
    –    detailed medical certificate or accident report (Part C of the Claim form)
    –    sickness notification sent to your social insurance company
    –    confirmation of medicines prescribed
    –    in the event off illness/accident of a family member who is not a co-traveller: proof of relationship
  • in the event of other reasons for cancellation: the corresponding documentation - e.g. call-up order, petition for divorce, school leaving certificate, death certificate

For credit card holders the proof of insurance is the proof of credit card usage for the duration of 3 months before insured event occurred (= copy of monthly statement).

Trip interruption

In the event of sickness/accident please have a detailed medical certificate/accident report made out at the place where you have been staying.

If you reqiure assistance in the organisation of your return journey, please call immediately using the emergency number.

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

To insure quick claim processing, please supply the following documents:

  • proof of insurance
  • 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)


For credit card holders the proof of insurance is the proof of credit card usage for the duration of 3 months before insured event occurred (= copy of monthly statement).

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

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Travel luggage - Damage or loss

It is essential that you obtain written confirmation of the event of damage on site
– for example from the police in the event of theft, 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 Bag Tag.

To insure quick claim processing, please supply the following documents:

  • proof of insurance
  • Online Claim Report or Claim Form, completed in full
  • travel documents (e.g. booking confirmation)
  • purchase receipts for items, in the original
  • in the event of theft: Police report in the original
  • in the event of damage: Photo 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*:
  • in the event of damage/loss during air travel*:
    – flight ticket (Boarding Pass) including Bag Tag, in the original
    – confirmation of notification of damage from the flight company, in the original
    – 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.

For credit card holders the proof of insurance is the proof of credit card usage for the duration of 3 months before insured event occurred (= copy of monthly statement).

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

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

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Delayed luggage at destination

It is essential that you obtain confirmation of the delay from the transport company (e.g. airline) and keep the receipts for the replacement purchases.

To insure quick claim processing, please supply the following documents:

  • proof of insurance
  • Online Claim Report or Claim Form, completed in full
  • travel documents (e.g. booking confirmation)
  • flight ticket (Boarding Pass) including Bag Tag in the original*
  • confirmation of notification of damage from the flight company, in the original*
  • purchase receipts for replacement purchases, in the original

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

For credit card holders the proof of insurance is the proof of credit card usage for the duration of 3 months before insured event occurred (= copy of monthly statement).

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

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Theft of payment means

If you need an advance payment, please call immediately using the emergency number.

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 call immediately using the emergency number.

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

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Missed departure/flight, flight delay and delayed journey home

Obtain confirmation of the cause of the missed departure/flight or the delay. Retain the invoices for the costs incurred (e.g. accommodation).

To insure quick claim processing, please supply the following documents:

  • proof of insurance
  • booking confirmation
  • receipts concerning the costs incurred (e.g. accommodation)
  • in the event of missed departure/flight or flight delay: Evidence of the cause
  • in the event of delayed journey home: Evidence of the delay

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.

To insure quick claim processing, please supply the following documents:

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

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Outpatient treatment

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

To insure quick claim processing, please supply the following documents:

  • proof of insurance
  • Online Claim Report or Claim Form, completed in full
  • travel documents (e.g. booking confirmation)
  • copy of invoice for treatment costs/medicines plus proof of payment from the health insurance fund or
    original invoice for treatment costs/medicines (costs reimbursement less excess)

For credit card holders the proof of insurance is the proof of credit card usage for the duration of 3 months before insured event occurred (= copy of monthly statement).

Search and rescue

Please call immediately using the emergency number:

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

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

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Medical emergency or inpatient treatment

Please call immediately using the emergency number. We will be happy to advise you and organise 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 the Europäische Service Center immediately.

To insure quick claim processing, please supply the following documents:

  • proof of insurance
  • travel documents (e.g. booking confirmation)
  • detailed description of the circumstances
  • Letter of demand by the injured party
  • invoices, preliminary estimation of costs etc.

For credit card holders the proof of insurance is the proof of credit card usage for the duration of 3 months before insured event occurred (= copy of monthly statement).

Travel assistance

Please call immediately using the emergency number for the 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

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MEINE URLAUBERIA-App

All journeys and holidays on record - even offline without data roaming when abroad!

Direct call to operations centre with automatically generated emergency text message with GPS data.

Creditcard and mobile phone lock instructions, travel warning, checklists and more.

Business travellers - travel expenses via app, documents always available