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Start by checking your policy and contacting your insurer for its claim-specific evidence list. Then record what happened, notify the carrier or relevant authority when appropriate, and keep a clear file of reports, travel records, photos, receipts, and correspondence. Good documentation helps an insurer assess a claim; it does not guarantee coverage or reimbursement.
Start with your insurer’s requirements
Claim forms, reporting steps, evidence requirements, and deadlines vary by insurer, policy, event, and jurisdiction. Contact your insurer promptly, explain whether the issue is damaged or missing property, theft, delay, cancellation, or another disruption, and ask what records it needs and how to submit them. Follow the policy and claim instructions rather than assuming that one checklist applies to every claim. MoneySense Singapore’s travel insurance guidance and Hong Kong Insurance Authority guidance illustrate that insurers may ask for claim-specific supporting documents.
Build one evidence file for the trip
Keep digital or paper copies in one place, and note when and how you contacted each party. Save the originals where you have them, but follow the insurer’s instructions on whether it accepts copies, scans, or photographs.
- Your policy schedule or certificate, claim form, and messages from the insurer.
- Booking confirmation, itinerary, tickets, and boarding passes for the affected journey.
- A dated timeline stating what happened, when and where it happened, who you contacted, and what they said or did.
- Copies of reports, emails, letters, app notifications, screenshots, receipts, invoices, and photographs that you submit or receive.
Insurer guidance from Allianz Travel Singapore and Cover-More New Zealand lists travel and claim records such as tickets, boarding passes, and itineraries among examples of documents that may be requested.
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Report the problem to the right party
If checked baggage is damaged, missing, or delayed, notify the carrier promptly and ask for its written record of the incident, such as a property irregularity or loss-and-damage report. Keep the baggage tag and any acknowledgment or reference number. If property is stolen, or lost outside a carrier’s custody, contact police or the relevant authority when appropriate and retain the report. The New Zealand Consumer Protection guidance on travel insurance advises reporting lost or stolen belongings to police straight away; your policy may set its own reporting or paperwork requirements.
Show what was affected and its value
Take clear photographs of damage and keep purchase receipts, invoices, and relevant warranty information if available. If you obtain a repair or replacement estimate, or pay for a repair or replacement, save the estimate and receipt. An insurer may assess the item’s value or depreciation according to the policy terms, so evidence of purchase price alone does not determine what a claim will pay. For delayed baggage, keep the carrier’s record of the delay and when the bag was returned, along with receipts for necessary purchases. Examples of baggage documentation appear in Allianz Travel Singapore’s claims guidance and Cover-More New Zealand’s claims guidance.
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Save records that establish both the disrupted travel and the costs or losses you are claiming:
- Keep the original itinerary, tickets, and boarding passes for affected segments.
- Ask the carrier for written confirmation of the reason and duration or period of the disruption, where available. Save airline emails, texts, and app notifications.
- Keep receipts for additional expenses, plus proof of prepaid bookings, cancellation charges, refunds, and amounts that were not refunded.
- Record any carrier compensation or other payment connected with the same disruption, and tell your insurer about it as requested.
Southwest Airlines says that many travel insurance providers may accept documentation travelers already have, including a flight-status screenshot, a flight-status text or email notification, or a trip receipt; it also advises confirming requirements directly with the insurer. See Southwest’s travel-insurance claim documentation guidance. Examples of itinerary, carrier, and expense records are also listed by Cover-More New Zealand and Allianz Travel Singapore.
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Keep insurer and carrier claims distinct
You may need to notify both your insurer and the carrier, but their processes and deadlines are not necessarily the same. An insurer may ask for the carrier’s incident report or its decision on a separate claim. Keep records of both routes, including claim references, notices, replies, and any refund or compensation. Ask the insurer how to report amounts received or expected from the carrier; the applicable policy and local rules determine how overlapping recovery is handled. For a separate airline complaint, the UK Civil Aviation Authority recommends keeping details such as the booking reference, travel date, flight number, airports, disruption information, and staff contacts, as well as relevant receipts, tickets, boarding cards, booking confirmations, airline emails, and luggage tags. See its passenger guidance on resolving travel problems.
Check deadlines in your location and policy
Do not treat an airline deadline as an insurance deadline. The UK Department for Transport’s Air passenger travel guide gives UK air-passenger guidance of seven days for a written airline claim for baggage damage and 21 days for a delayed-baggage claim. These figures concern the airline baggage process described in that UK guide; they are not universal travel-insurance deadlines. Check the insurer’s policy and claim instructions, and the rules that apply to your carrier and jurisdiction, for the deadlines relevant to your case.
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Before you submit
- Check the insurer’s checklist for this particular event and confirm how it wants documents submitted.
- Make sure your timeline, travel records, reports, photos, and receipts relate to the loss or disruption you are claiming.
- Keep copies of everything sent, along with the submission date and any confirmation or claim reference.
- Respond to follow-up requests through the insurer’s stated process, and retain the replies.
Receipts, police reports, photographs, or carrier reports are common examples of supporting evidence, not documents required for every claim. The insurer’s instructions determine what it needs to assess yours; submitting evidence does not establish that an event is covered.
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