Travel insurance is designed to protect you when things don’t go as planned, whether it’s a sudden illness abroad, a cancelled flight, or lost baggage. But many travellers find themselves frustrated when their claims are unexpectedly rejected. In most cases, the reason isn’t a major issue. It’s often something small: a missing receipt, a misunderstood policy condition, or a coverage gap they didn’t realise existed.
Knowing why claims are denied can help you avoid unnecessary stress and delays when you’re already dealing with a difficult situation. This guide walks you through the most common reasons travel insurance claims are rejected, highlights key points to check in your policy, and offers simple steps to help ensure your claim is processed smoothly.
The most common reasons travel insurance claims are denied
Understanding why travel insurance claims are denied gives you a clearer picture of how your policy works and helps you avoid delays, frustration, or outright rejection. By knowing what insurers look for and how the claims process operates, you can avoid common mistakes and feel more confident that you will be covered when it matters most.
Missing or incomplete documentation
Your insurer relies on documentation to assess your claim. If you don’t provide the right documents or if the evidence is unclear, your claim might be rejected. This is one of the most common reasons for denial.
For example, if you’re claiming for lost luggage, you may be asked to provide a baggage delay report from the airline, receipts for essential items you had to buy, and proof of ownership for the missing items. Without these, your claim may not go through.
To avoid this, keep all receipts, booking confirmations, and official reports throughout your trip. Taking photos of physical documents and storing them digitally can be a useful backup if anything gets lost.
Excluded events
Travel insurance doesn’t cover every situation. Most policies include a list of exclusions, which are specific scenarios where coverage does not apply. These often include injuries during high-risk activities, incidents involving alcohol or drugs, or losses that occur in areas under travel warnings.
If an incident falls into one of these categories, your insurer may not be able to approve your claim. It’s important to read the exclusions section of your policy before your trip and ask for clarification if something is unclear.
Pre-existing conditions not disclosed
Many travellers assume that if a medical issue hasn’t caused recent problems, they don’t need to report it. But if you file a claim related to an undisclosed condition, the insurer can reject it based on non-disclosure.
Some policies allow you to declare pre-existing conditions for an added premium. If you’re managing a health issue, it’s safer to disclose it during the application process. This ensures you know what is covered and gives you more transparency if you need medical care during your trip.
Claim submitted too late or not reported properly
Every policy has a time frame for submitting claims. In most cases, this ranges from a few days to around 30 days from the date of the incident. Some situations, especially medical emergencies, may require you to contact the insurer before receiving treatment.
Delays in reporting or missing required steps can lead to automatic rejection. Save your insurer’s emergency number before departure and reach out as soon as possible if something goes wrong. Following the timeline is just as important as providing the right documents.
Violation of policy conditions
Travel insurance comes with conditions that must be followed during your trip. If you don’t meet these requirements, the insurer may not accept your claim. Common examples include receiving treatment without prior approval, not filing a police report after a theft, or extending your trip without updating your policy.
Even small oversights can impact your ability to claim. Before your trip, review your policy carefully so you understand what is expected if you need to file a claim.
How to avoid a travel insurance claim rejection
Most claim rejections happen because of avoidable mistakes. The good news is that with a bit of preparation, you can reduce the risk of having your claim denied, even in complex situations.
Here’s how to improve your chances of getting your claim approved:
Read your policy before you travel
Before you buy travel insurance, take time to understand what the plan actually covers. Look at the benefits, but also review the terms, conditions, and situations that are not covered. If something is unclear, ask your insurer directly. Knowing the details upfront can help you avoid unexpected problems later.
Declare any medical conditions honestly
If you have any medical conditions, inform your insurer during the application. Some travellers skip this step because the condition hasn’t caused recent issues or seems unrelated to their trip. However, if you need treatment overseas and the insurer finds out it’s related to an undeclared condition, your claim may be denied.
Some plans offer optional coverage for pre-existing conditions. If this applies to you, look for a policy that includes that option.
Report incidents as soon as possible
In the event of an emergency, loss, or delay, contact your insurer as soon as you can. Most insurers have a 24-hour hotline and can advise you on what steps to take. In some situations, such as hospital admission, approval is required before receiving care. Quick reporting also ensures you stay within the claim time limits.
Keep all relevant documents and receipts
You’ll need proof to support your claim. This may include:
- Medical reports and prescriptions
- Flight delay or cancellation notices
- Receipts for expenses like medications, taxis, or new clothes (in the case of lost luggage)
- Police reports for theft or loss
Even if you’re not sure a receipt will be needed, keep it. Having more documentation can make your claim process smoother and faster.
Follow the correct process when submitting your claim
Each insurer has its own claim procedure and deadlines. Some allow online submissions, while others require forms and documents by email. Claims are usually time-sensitive, so check the required steps before you go and act quickly if something happens during your trip.
What to do if your travel insurance claim is denied
If your claim is rejected, it can feel frustrating, especially if you were depending on that financial support. But in many cases, a denial can be reviewed, appealed, or even reversed if new information is provided.
Here’s what to do next:
- Review the rejection notice carefully. Your insurer should explain why the claim was denied. This could be due to missing paperwork, a policy exclusion, or incorrect information. Read the explanation closely and note any documents or facts they referred to.
- Compare the decision with your policy wording. Take another look at your insurance policy and see how the reason for denial lines up with the terms and conditions. If something doesn’t match, or if you believe the decision is unfair, you may be able to appeal.
- Prepare your supporting documents. If the issue is related to missing evidence, gather any documents that could strengthen your claim. This could include hospital discharge papers, receipts, or a revised police report. When writing your appeal, explain the situation clearly and keep it focused on the facts.
- Submit an appeal through the insurer. Most insurers have a formal process for appeals or complaints. Follow the instructions in your rejection letter or on the insurer’s website. Be sure to include all relevant documents and your contact information.
- Escalate if needed. If you believe your claim was unfairly denied and the insurer does not resolve it, you may be able to take the matter to a regulator or ombudsman. This step depends on where the insurance was purchased and the legal options available in your country.
Travel confidently with a transparent insurance provider
Travel insurance works best when the process is clear from the beginning. A well-written policy, fast support, and an easy claims experience can make a major difference, especially when you’re dealing with stress during a trip.
When choosing a provider, look for one that explains its coverage and exclusions in plain language. A good insurer should help you understand the policy before you buy, not just when you file a claim. Having access to local support, familiar communication channels, and a straightforward claims process can give you peace of mind, especially if you need help while overseas.
At Roojai, we’re focused on giving travellers from Thailand better access to simple, reliable travel insurance. From buying a policy to submitting a claim, our process is designed to be fast, clear, and fully digital. If you have questions before or during your trip, you can contact us easily through phone or chat.
Final thoughts
Having your travel insurance claim denied can be a frustrating experience, but in many cases, it’s something that can be prevented. By reading your policy carefully, keeping clear records, and understanding the process before you travel, you’ll be in a much better position if something goes wrong.
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