Travel Insurance Claims Conditions
This page explains how to make a claim, what you will be asked to provide, and the conditions that apply. Claims are assessed and paid by the Insurer; our role is to help you present your claim properly and to follow it up on your behalf.
1. Before you do anything else
In a medical emergency, contact the 24/7 emergency assistance number shown on your certificate before incurring costs wherever possible.
Emergency medical treatment, hospital admission, evacuation and repatriation normally require pre-authorisation. Costs incurred without it may be reduced or declined, and you may be asked to explain why authorisation was not obtained.
If the emergency makes prior contact impossible, get treatment first and notify us as soon as you reasonably can.
2. Time limits
Notify a claim as soon as reasonably possible, and in any case within 30 days of the incident unless your policy wording allows longer.
Late notification is one of the most common reasons a valid claim is reduced or refused, because it prevents the Insurer from investigating properly.
3. Evidence you will need
For every claim: your certificate and policy number; flight or travel documents showing your booking, departure and return dates; and original receipts for all expenses claimed.
Medical claims: medical reports setting out the diagnosis and the treatment received, itemised invoices, and evidence that any applicable excess has been paid.
Baggage and personal-effects claims: a property irregularity report from the airline or a police report obtained within 24 hours, plus proof of ownership and value for the items claimed.
Delay and missed-departure claims: written confirmation from the carrier of the delay and its duration and cause, and receipts for additional costs incurred.
Cancellation and curtailment claims: documentary evidence of the reason, and confirmation from providers of what has and has not been refunded.
4. Excesses
Most sections of cover carry an excess — the first part of any claim, which you bear yourself. The amounts are set out in your policy wording and vary by section.
The excess is deducted from the settlement of each claim, per person and per incident.
5. How claims are assessed
Claims are assessed by the Insurer against the policy wording in force at the time of the incident. Settlement is typically made within 5 to 10 working days of the Insurer receiving a complete claim.
Incomplete documentation is the single largest cause of delay. Submitting everything at once is almost always faster than sending it piecemeal.
Claims may be paid directly to a treating provider, or reimbursed to you.
6. Recovery from others
Where another party is responsible for your loss — an airline, a hotel, another insurer — you must tell us. You must not settle, admit liability or negotiate with them without the Insurer's agreement, as doing so can prejudice the claim.
Where a claim has been paid, the Insurer may pursue recovery from the responsible party in your name.
7. Fraudulent claims
A claim that is knowingly false or exaggerated, in whole or in part, will be declined in full, the policy will be cancelled, and the matter may be reported to the authorities.
8. If your claim is declined
You are entitled to a written explanation. If you believe a decision is wrong, contact us at insurance@hadeytravelsglobal.com and we will raise it with the Insurer on your behalf and pursue it with you.
If it remains unresolved, you may refer the matter to the National Insurance Commission (NAICOM), which oversees insurers operating in Nigeria.
9. Starting a claim
Email insurance@hadeytravelsglobal.com with your policy number, the date and a short description of what happened, and any documents you already have. We will tell you exactly what else is needed and handle the submission with the Insurer.