How to Make a Cruise Insurance Claim
A step-by-step guide to making a claim — from what to do onboard to submitting your claim and following up for payment.
In a medical emergency:Call your insurer's 24/7 emergency assistance line IMMEDIATELY before incurring significant costs. Do not wait until you return home.
The Claims Process
Contact Your Insurer Immediately
In any medical emergency or serious situation, call your insurer's 24/7 emergency assistance number first — before incurring significant costs. They can authorise treatment and arrange direct payment to medical facilities.
Document Everything
Keep all receipts, medical reports, invoices, boarding passes, and relevant correspondence. Take photos where relevant. The more documentation you have, the smoother your claim will be.
Submit Your Claim
Once home, submit your claim online or by post with all supporting documents. Most insurers require claims within 30–60 days of returning from your trip. Your insurer's claims team will guide you through any additional requirements.
Follow Up
Simple claims are typically processed in 5–10 business days. Complex claims involving large medical or evacuation costs may take 15–30 business days. Stay in regular contact with your insurer's claims team.
Emergency Situations — What to Do
Medical Emergency Onboard
Call ship's emergency number (dial 999 or 911 on most cruise ships), then call your insurer's 24/7 emergency line
Medical Evacuation Required
Ship's medical staff will coordinate with coast guard and your insurer — call your insurer's emergency line immediately
Trip Cancellation Before Departure
Contact your insurer and cruise line as soon as possible. Get a doctor's certificate if cancelling due to illness
Missed Port Departure
Contact your insurer immediately. Keep all evidence of the delay (airline confirmation, hotel receipts, etc.)
Lost or Stolen Luggage
Report to ship's security or local police. Get a written report. Contact your insurer within 24 hours
Documentation Checklist
Keep these documents for all claims. Not all will apply to every type of claim.
Need Help With a Claim?
Our team can help guide you through the process and liaise with your insurer on your behalf.
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