How to Make a Cruise Insurance Claim

Making an insurance claim can feel overwhelming, especially after experiencing an unexpected event during your cruise. This guide walks you through the entire claims process, from what to do onboard to submitting your claim and following up for payment.

When You Should Contact Your Insurer

You should contact your cruise insurance provider immediately if you experience:

  • Medical emergencies requiring onboard treatment
  • Illness or injury requiring evacuation from the ship
  • Cabin confinement ordered by ship’s doctor
  • Trip cancellation before departure
  • Missed cruise departure due to flight delays
  • Lost, stolen, or damaged luggage
  • Itinerary changes or missed ports
  • Shore excursion cancellations
  • Any incident that may result in a claim

Important: Most policies require notification within 24-48 hours of incidents. Don’t wait until you return home—contact your insurer immediately when problems occur.

Emergency Assistance: Your First Call

Before making a formal claim, contact your insurer’s 24/7 emergency assistance line if you:

  • Need medical treatment onboard or ashore
  • Require emergency evacuation from the ship
  • Need help finding medical facilities at ports
  • Require emergency cash advances
  • Need assistance with lost passports
  • Face serious travel disruptions

What to Have Ready:

  • Policy number (on your certificate of insurance)
  • Personal details and contact information
  • Location and nature of emergency
  • Medical information if health-related
  • Details of what assistance you need

Emergency assistance teams can arrange medical care, coordinate evacuations, provide translation services, and offer guidance on next steps. This service is included in your policy and separate from formal claims.

Documentation: What You Need to Keep

Successful claims depend on thorough documentation. The more evidence you provide, the faster your claim processes.

For Medical Claims

Essential Documents:

  • Itemized medical invoices showing all treatments and costs
  • Medical reports with diagnosis and treatment details
  • Prescription receipts for medications
  • Hospital admission and discharge papers
  • Referral letters from ship’s doctor
  • Medical certificates confirming fitness to travel (if relevant)
  • Proof of payment for all medical expenses
  • Your EHIC or travel insurance card (if used)

Pro Tip: Request itemized bills immediately after treatment. Some cruise ships only provide summary statements that insurers may not accept.

For Cabin Confinement Claims

Essential Documents:

  • Written order from ship’s doctor requiring confinement
  • Start and end date/time of confinement period
  • Daily confirmation if confinement extends multiple days
  • List of missed activities, meals, and shore excursions
  • Photos of cabin confinement notice if provided
  • Medical reports explaining reason for confinement

Pro Tip: Ask the ship’s medical center for written confirmation on official letterhead specifying the exact confinement period.

For Trip Cancellation Claims

Essential Documents:

  • Medical certificates from your doctor (if health-related)
  • Death certificates (if bereavement)
  • Redundancy letters from employer (if job loss)
  • Police reports (if crime/theft related)
  • Court summons (if jury duty)
  • Emergency service reports (if home emergency)
  • Original booking confirmations showing all costs
  • Proof of non-refundable payments
  • Cancellation penalties charged by cruise line
  • Any refunds received from cruise operator or other sources

Pro Tip: Obtain medical certificates as soon as you know you must cancel. Retrospective certificates issued weeks later may not be accepted.

For Missed Departure Claims

Essential Documents:

  • Airline delay certificates with reason for delay
  • Flight booking confirmations
  • Cruise booking showing original embarkation date
  • Receipts for additional transport costs to catch cruise
  • Accommodation receipts if overnight stay required
  • Communication costs (phone calls to cruise line)
  • Confirmation from cruise line of missed embarkation

Pro Tip: Get written confirmation from airline staff stating the delay reason and duration. Take photos of departure boards showing cancellations.

For Luggage Claims

Essential Documents:

  • Property Irregularity Report (PIR) from airline
  • Written incident report from cruise line
  • List of all missing/damaged items with values
  • Original purchase receipts where available
  • Photos of damaged items
  • Repair estimates for damaged items
  • Proof of ownership (credit card statements, photos)
  • Receipts for emergency replacement items

Pro Tip: Photograph all luggage contents before departure. This provides proof of ownership if items are lost.

For Itinerary Disruption Claims

Essential Documents:

  • Written explanation from cruise line of changes
  • Original itinerary showing planned ports
  • Updated itinerary showing actual ports visited
  • Compensation offered by cruise line (if any)
  • Receipts for pre-booked excursions at missed ports
  • Additional expenses incurred due to changes

Pro Tip: Keep daily cruise newsletters and announcements documenting itinerary changes.

Step-by-Step Claims Process

Step 1: Notify Your Insurer Promptly

Contact your insurer as soon as possible after an incident occurs. Requirements vary, but most policies require:

  • Medical emergencies: Notify within 24-48 hours
  • Cancellations: Before cancelling if possible
  • Other claims: Within 30 days of incident

How to Notify:

  • Emergency assistance line (for urgent matters)
  • Online claims portal
  • Phone claims line
  • Email claims department
  • Written notification (if required by policy)

Provide basic details: policy number, what happened, when it occurred, and approximate claim value.

Step 2: Gather All Supporting Documentation

Collect every document that supports your claim:

  • Receipts for all expenses
  • Medical reports and invoices
  • Incident reports
  • Photos of damage
  • Written confirmations
  • Proof of payment
  • Original booking documents

Organization Tips:

  • Keep documents in chronological order
  • Label everything clearly
  • Make copies before submitting
  • Scan documents as backup
  • Create a checklist to ensure nothing is missed

Step 3: Complete the Claim Form

Most insurers provide claim forms online or by post.

Completing Your Form:

  • Answer all questions fully and accurately
  • Provide detailed explanations of circumstances
  • List all expenses with dates and amounts
  • Sign and date where required
  • Include policy number on every page
  • Keep a copy for your records

Common Mistakes to Avoid:

  • Incomplete information
  • Missing signatures
  • Incorrect policy details
  • Vague descriptions
  • No supporting evidence
  • Illegible handwriting (type if possible)

Step 4: Submit Your Claim

Submission Methods:

  • Online claims portal (fastest)
  • Email with scanned documents
  • Post with certified copies
  • Mobile app upload
  • Fax (if accepted)

What to Submit:

  • Completed claim form
  • All supporting documentation
  • Photos if relevant
  • Any additional evidence

Never submit original documents unless specifically required. Send certified copies or scans. Keep originals safely stored.

Step 5: Confirmation and Reference Number

After submission, you should receive:

  • Claim reference number
  • Confirmation of receipt
  • Expected processing timeframe
  • Contact details for queries
  • Any additional information required

Save this information. You’ll need the reference number for all future correspondence.

Step 6: Follow Up

Expected Timeframes:

  • Acknowledgment: 2-5 business days
  • Straightforward claims: 10-20 business days
  • Complex claims: 30-60 business days
  • Medical assessment required: 30-90 days

When to Follow Up:

  • If no acknowledgment within 5 days
  • If no update within stated timeframe
  • If requested additional information
  • If claim status seems delayed

How to Follow Up:

  • Quote your claim reference number
  • Be polite but persistent
  • Keep records of all communications
  • Request written updates
  • Escalate if necessary

Common Reasons Claims Are Declined

Understanding why claims fail helps you avoid these issues:

Non-Disclosure

Issue: Not declaring pre-existing medical conditions during application.

Result: Entire policy voided, not just pre-existing condition claims.

How to Avoid: Disclose all medical conditions honestly, even if you think they’re unrelated. Insurers access medical records when assessing claims.

Policy Exclusions

Issue: Claiming for something specifically excluded by policy terms.

Result: Claim denied as not covered.

How to Avoid: Read policy wording carefully before purchase. Understand what’s excluded. Don’t assume coverage—verify.

Insufficient Evidence

Issue: Unable to provide required documentation to support claim.

Result: Claim denied due to lack of proof.

How to Avoid: Keep every receipt, report, and document. Photograph everything. Request written confirmations immediately.

Late Notification

Issue: Reporting claim outside policy timeframes.

Result: Claim denied for breach of policy conditions.

How to Avoid: Contact insurer immediately when incidents occur. Don’t wait until returning home.

Policy Conditions Not Met

Issue: Not obtaining pre-authorization for treatment or not following policy procedures.

Result: Claim denied for failure to comply with policy terms.

How to Avoid: Contact insurer before treatment when possible. Follow all policy requirements precisely.

Inaccurate Information

Issue: Providing false or misleading information on claim form.

Result: Claim denied and possible policy cancellation.

How to Avoid: Be completely honest. If unsure about details, say so. Never exaggerate or fabricate.

If Your Claim Is Declined

A declined claim isn’t necessarily final. You have options:

Step 1: Request Detailed Explanation

Ask your insurer for:

  • Written explanation of decline reasons
  • Specific policy clauses referenced
  • What evidence was considered
  • What additional information might change decision

Understanding the exact reason helps you determine if appeal is worthwhile.

Step 2: Review Your Policy

Carefully read:

  • Relevant policy sections
  • Terms and conditions
  • Exclusions and limitations
  • Your policy schedule

Verify whether the insurer’s interpretation is correct. Look for ambiguities that might support your position.

Step 3: Gather Additional Evidence

Obtain:

  • Further medical opinions if health-related
  • Additional supporting documentation
  • Expert assessments if applicable
  • Witness statements
  • Any evidence insurer may have overlooked

Step 4: Submit Formal Appeal

Most insurers have internal complaints processes:

Include in Your Appeal:

  • Claim reference number
  • Clear explanation of why you disagree
  • Additional supporting evidence
  • Reference to policy terms supporting your position
  • Professional and factual tone

Set reasonable deadlines for response (typically 14-21 days).

Step 5: External Dispute Resolution

If internal appeals fail, contact:

Insurance & Financial Services Ombudsman Scheme (IFSO)

  • Free, independent dispute resolution
  • Investigates complaints fairly
  • Binding decisions on insurers up to certain limits
  • No cost to you

Website: www.ifso.nz
Phone: 0800 888 202

Financial Services Complaints Ltd (FSCL)

  • Alternative dispute resolution scheme
  • Similar free service
  • Used by insurers not in IFSO

Website: www.fscl.org.nz
Phone: 0800 347 257

When to Contact:

  • After exhausting insurer’s complaints process
  • Within timeframes specified by scheme
  • With full documentation of complaint

Step 6: Legal Action

If dispute resolution fails and claim value justifies it:

  • Consult insurance lawyer
  • Consider Disputes Tribunal (claims under $30,000)
  • Evaluate costs vs potential recovery
  • Understand that legal action is time-consuming

Most claims resolve before reaching this stage.

Tips for Successful Claims

Before You Travel

1. Understand Your Policy

  • Read full policy wording before departure
  • Know what’s covered and excluded
  • Understand claim procedures
  • Note emergency contact numbers

2. Keep Policy Accessible

  • Digital copy on phone
  • Printed copy in luggage
  • Email copy to yourself
  • Share with travel companion

3. Program Important Numbers

  • Emergency assistance number
  • Claims department number
  • Policy number
  • Broker contact (if applicable)

During Your Cruise

1. Document Everything

  • Photograph receipts immediately
  • Request written confirmations
  • Keep all paperwork organized
  • Take photos of incidents/damage
  • Note dates, times, and names

2. Seek Treatment Promptly

  • Don’t delay medical care
  • Visit ship’s medical center
  • Keep all medical documentation
  • Request itemized invoices
  • Get copies before disembarking

3. Communicate with Insurer

  • Report incidents immediately
  • Get authorization before major treatment
  • Keep insurer updated on situation
  • Follow their advice
  • Document all conversations

After Returning Home

1. Submit Claims Promptly

  • Don’t delay submission
  • Ensure forms complete
  • Include all documentation
  • Keep copies of everything
  • Track submission

2. Respond Quickly

  • Reply to insurer requests immediately
  • Provide additional information promptly
  • Check email and phone regularly
  • Meet all deadlines

3. Keep Records

  • Maintain file of all claim documents
  • Note dates of all communications
  • Save emails and letters
  • Track claim progress
  • Document timeframes

Frequently Asked Questions

How long does claims processing take?

Straightforward claims typically process within 10-20 business days. Complex claims requiring medical assessments may take 30-60 days or longer. Your insurer should provide expected timeframes when acknowledging your claim.

Can I claim if I didn’t get pre-authorization?

This depends on circumstances and your policy. Emergency situations usually don’t require pre-authorization, but non-emergency treatments might. Contact your insurer as soon as possible, explain why you couldn’t get pre-authorization, and provide all documentation. They’ll assess on a case-by-case basis.

What if I’ve already paid for treatment?

Most cruise insurance policies reimburse you for eligible expenses you’ve paid. Submit receipts and proof of payment with your claim. Some insurers offer direct billing to avoid out-of-pocket expenses—contact emergency assistance before treatment when possible.

Can I claim expenses in foreign currency?

Yes. Submit original invoices in the currency charged. Your insurer converts to NZD using exchange rates applicable at the time of expense. Include bank statements showing amounts debited in NZD if available.

What if the cruise line compensated me?

You must declare any compensation received from cruise lines, airlines, or other sources. Your insurer pays the difference between their obligation and compensation received. Failing to disclose compensation is fraud.

Do I need to see a doctor before claiming?

For medical claims and cancellations due to illness, medical certificates from qualified doctors are essential. For other claims (lost luggage, missed departure, etc.), doctor visits aren’t required unless the claim involves medical circumstances.

Can I claim if I changed my mind about cruising?

No. Changing your mind, fear of travel, or deciding you can’t afford the trip aren’t covered reasons for cancellation. You can only claim for specific covered events listed in your policy (serious illness, death, redundancy, etc.).

What if my claim is partially approved?

Insurers may approve part of a claim while declining other elements. Request explanation for declined portions. You can appeal declined elements while accepting approved amounts. Partial payment doesn’t prevent appealing for full amount.

Need Help With Your Claim?

If you purchased your cruise insurance through us, we’re here to help throughout the claims process:

Our Claims Support Includes:

  • Guidance on documentation required
  • Help completing claim forms
  • Advocacy with insurers on your behalf
  • Assistance with appeals if claims declined
  • Expert advice on policy interpretation
  • Support understanding insurer communications

Contact Your Claims Team:

  • Phone: Based on your insurer there will be a claims phone number on your policy documents. Typically open Monday-Friday 8:30am-5:30pm
  • Email: Your policy will also detail an email address or main claims department email information.
  • Live Chat: Available on various underwriters websites.

Remember: We’re your advocate. If you’re struggling with your claim, experiencing delays, or facing a decline, contact us. We work for you, not the insurers.

Important Reminders

  • Act Fast: Contact insurers immediately when incidents occur
  • Document Everything: Photos, receipts, reports—keep it all
  • Be Honest: Accurate information is essential
  • Follow Procedures: Comply with all policy requirements
  • Keep Copies: Never submit originals without keeping copies
  • Stay Organized: Systematic documentation speeds processing
  • Ask Questions: If unsure, contact insurer for clarification
  • Be Patient: Quality assessment takes time
  • Seek Help: Contact us if you need assistance

Making a successful claim requires attention to detail, prompt action, and thorough documentation. By following this guide and keeping comprehensive records, you maximize your chances of quick, fair claim settlement. Your cruise insurance documentation details all of the respective claims department contact details so please refer to those.

You can always contact us and we will do our best to assist where applicable.