Claims Offices
To register and submit your claim please contact the relevant claims office below based on your country of origin of travel.
Claims Office for policies issued in India :
Postal Address: TATA AIG General Insurance Company Ltd Ahura Centre, 4th Floor, 82, Mahakali Caves Road, Andheri (East), Mumbai, India,400093.
Contact Number: +91 22 6693 3820
Email: claims.general@tata-aig.com
Working hours: 24 hours, 7 days a week
Claims Office for policies issued in France:
Postal Address: Chartis Europe S.A., Tour Chartis – 92079 Paris La Défense Cedex – France
Contact Number: +33 (1) 49 02 46 70
Email: travelassist.fr@travelguard.com
Local hours: 0900 to 1700 hours
Claims Office for policies issued in Spain:
Postal Address: Travel Guard PO Box 673, Hove, East Sussex BN3 5JL, England
Contact Number : +54 (11) 5354 4020
Email: medicalba@travelguard.com
Local hours : 0900 to 1700 hours
Claims Office for policies issued in Italy:
Postal Address: Travel Guard PO Box 2157 Shoreham by Sea BN43 9DH, England
Contact Number : +39 (0) 291483053
Email: travelassistclaims.it@travelguard.com
Local hours : 0900 to 1700 hours
Claims Office for policies issued in Belgium:
Postal Address: Chartis Europe S.A.Pleinlaan 11 1050 Brussel Belgium
Contact Number: +32 (2) 739 96 20
Email: contact.be@travelguard.com
Local hours : 0900 to 1700 hours
Claims Office for policies issued in all other countries:
Postal Address:Travel Guard PO BOX 60108, London, SW20 8US, UK
Contact Number: +44 1273 400658
Contact Number (for the Middle East customers): +971 4 2143977
Contact Number (for Qatar): +974 496 7584
Email: airarabia.claims@travelguard.com
Working hours: Monday to Friday, from 08:00 to 17:00 GMT.
Arabic Speaking Passengers
Arabic speaking passengers can contact the Middle East office for any claims enquiries:
Telephone Number: +971 4 601 4455
Email: servicecenter-me@chartisinsurance.com
Documents required
Reporting claims and submission of duly completed claim forms with the required documentation are to be sent to the claim offices as indicated above.
Required documentation can include the items listed in the table below. Additional documents and relevant information may be requested as relevant.
| Type of Claim | Documents Required |
| Canceling and Cutting short your trip | 1. Insurance policy schedule/certificate of insurance/tour operators booking invoice showing payment of your insurance premium. 2. Original evidence to substantiate travel e.g. booking invoice, travel itinerary, tickets, insurance certificate / document. 3. All unused and used travel tickets, itineraries etc. 4. Letter confirming whether any refund is due. 5. If curtailment is due to the medical condition, including death attach the medical certificate completed by the usual medical practitioner of the individual whose condition has caused the submission of the claim. 6. If curtailment was due to an injury or illness suffered by an individual appearing on the certificate of insurance and who traveled on the holiday, provide written confirmation of the physician who treated the individual that curtailment was necessary. 7. If cancellation or curtailment is due to a death a certified copy of the death certificate needs to be submitted. In addition, if the deceased was insured under the certificate on which this claim is being submitted we require a copy of the Grant of Probate/Letters of Administration issued in respect of the deceased's estate. 8. If this claim is being submitted as a result of an injury provide a full description of the incident leading to the injury. If a 3rd party was involved, provide their details and those of their insurer if available. 9. If cancellation or curtailment is for any other reason, forward independent written evidence of the incident or circumstances that have resulted in the submission of the claim. 10. The original holiday cancellation invoice. If your booking was flight only it might not be possible to obtain this document. If this is the case provide a written statement to this effect from the travel agent. 11. If cancellation is due to redundancy we require a letter from your former employer which confirms that you have been made redundant and are due to receive payment under current redundancy payment legislation, the position you held and your length of service. 12. If cancellation is on medical grounds, including death, the attached medical certificate(s) must be completed by the usual medical practitioner of the individual whose condition has led to the submission of the claim. 13. If cancellation is due to being called for jury duty, submit summons of jury duty. 14. For curtailment, an official letter confirming the need for your return or emergency posting overseas. |
| Travel Delay | 1. Insurance policy schedule/certificate if insurance/tour operator invoice showing payment of your insurance premium 2. Copy of boarding pass of planned travel 3. A dated official confirmation letter from the airline stating the reason for delay and duration of delay. |
| Medical and Other Expenses | 1. Insurance policy schedule/certificate of insurance/tour operator invoice showing payment of your insurance premium. 2. Original evidence to substantiate travel e.g. booking invoice, travel itinerary, tickets, insurance certificate/document 3. Passport copies showing the exit and entry dates. 4. Original receipts for all expenses incurred. 5. You must have a doctor complete the medical certificate. 6. An official letter from the treating physician to confirm that additional expenses were medically necessary. 7. Any medical report and/or information given on the site of the medical emergency 8. If the claim is submitted on behalf of the estate of a deceased insured, copies of the death certificate and the Grant of Probate/Letters of Administration need to be attached. If the insured passed away due to illness rather than as a result of injury, the medical certificate must be completed by the deceased’s usual medical practitioner. 9. If the claim is being submitted as a result of an injury provide a full description of the incident leading to the injury. If a 3rd party was involved provide their details and those of their insurer if available. |
| Missed departure | 1. Insurance policy schedule/certificate of insurance/tour operator invoice showing payment of your insurance premium 2. Original evidence to substantiate travel e.g. booking invoice, travel itinerary, tickets, insurance certificate. 3. Police report if property was lost/stolen whilst it was not in the custody of a carrier. 4. If original claim is for property lost, stolen or damaged whilst in the custody of a carrier, forward a copy of their agent’s report, their written confirmation that no payment has been issued to you and all used travel tickets and baggage tags. 5. For all personal possessions claimed, provide pre-loss supporting documentation in the form of receipts or visa/bank statements showing the purchase of the items claimed for. Also forward the manuals and guarantee documentation for any watches, cameras or electronic goods claimed for. 6. Damage claims only – provide an estimate for repair or if the item is damaged beyond repair, confirmation of this from a relevant tradesman. Retain all damaged items as we may require them to be forwarded to our offices. 7. Baggage delay claims only – Copy of baggage tags 8. Baggage delay claims only – a dated official confirmation letter from the airline that the baggage is lost or delayed (duration of delay) 9. Baggage delay claims only – receipts for necessary purchases of clothing and toiletries and the carrier’s confirmation of the incident and the date and time your luggage arrived. 10. Loss of passport claims only – a consular report 11. Loss of passport claims only – receipts of travel, accommodation and communication expenses incurred in obtaining a replacement passport or travel document. |
| Personal Accident | 1. Insurance policy/schedule/certificate of insurance/tour operators booking invoice showing payment of your insurance premium 2. Full account of the circumstances leading to the accident and the injuries sustained, including the details of any witnesses or 3rd parties involved in the incident 3. Original holiday booking invoice 4. Details of your regular general practitioner and any specialists from whom you have received treatment and your written confirmation that we may contact them for further information. |
Important Information applicable to all countries:
Weather