Travel Insurance

Our competitive travel insurance policy offers great benefits to cover you against eventualities that could occur during your trip. If you are in a position where you need to make a claim relating to your travel plans, kindly refer to the drop- down menu below.
We have provided you with information regarding any action you need to take in the event of the following eventualities occurring. The menu will help you prepare the necessary documentation required to initiate the processing of your claim.

Submit your Travel Insurance Claim Online

Step 1. Notification

It is important that you advise us of the accident, as soon as possible by:

  • Contact us on 2343 0000. Kindly ask for the General Claims Department.
  • Or visiting one of our offices.
  • Letting us know in writing on generalclaims@elmoinsurance.com within seven days of the incident occurring.


Step 2. Travel Insurance Claim Form and Documentation

  • Download claim form. Please make sure you sign and fully complete all applicable sections.
  • Print copies of photos or other evidence to help prove your loss or damage.
  • Attach any other document we require to begin processing your claim (police report etc.)
  • Contacting us on 2343 0000. Kindly ask for the General Claims Department.

For the various eventualities listed here, kindly refer to the documents required and what action is necessary to initiate the processing of your claim:


To submit a claim please submit the following:
  • Copy of medical report confirming in detail the cause of injury / death
  • Original receipts for medication, hospitalization whilst abroad etc.
  • Original scanned copies of pathology, radiology, diagnostic test or scan results are accepted
To submit a claim please submit the following:
  • Copy of medical report confirming in detail the cause of injury or illness
  • Original receipts for medication, hospitalization etc
  • Pathology, Radiology, diagnostic test or scan results are required in case of injury.
In case of emergencies such as hospitalization or death:
In the event of illness or injury requiring hospitalization, should you not manage to contact us directly, kindly refer to our service providers Global Response Ltd on telephone +44 (0) 2920 468790 or email: assistance@global-response.co.uk at the first available opportunity.
In case of death of the insured kindly contact head office at the first available opportunity so that we may be able to guide you.
To submit a claim please submit the following:
  • Detailed medical report relating to injury / illness
  • In case of cancellation, delay and change of itinerary by the airline we require written confirmation of reason for delay.
  • Original airline tickets
  • Original receipts, accommodation expenses and confirmation of bookings for amounts being claimed
  • Written confirmation of any refunds in respect of accommodation and travel expenses
  • All correspondence between yourself and the airline.

Please take the following immediate action:
In case of cancellation immediately inform airline / hotel / or any other entity where a deposit has been paid in relation to your trip. Kindly ensure that all travel bookings are cancelled prior to departure / check in date.
Damage to Baggage
To submit a claim please submit the following:
  • Property Irregularity Report (PIR) - Damage report provided by the airline outlining damages sustained by the baggage
  • Original boarding pass
  • Original travel tickets
  • Original baggage tags and all other tags supplied by airline
  • Photos of damaged baggage
  • Copy of passport / ID card back and front

Delayed / Lost baggage
To submit a claim please submit the following:
  • Property Irregularity Report (PIR) - Damage report provided by the airline outlining date of delivery/retrieval of luggage (In the case of delayed baggage)
  • All correspondence with airline
  • Original boarding pass
  • Original travel tickets
  • Original baggage tags and all other tags supplied by airline (In the case of delayed baggage)
  • Receipts of emergency items purchased
  • List of all items in baggage (In the case of lost baggage)
  • Copy of passport / ID card back and front

Theft / Loss Damage of Items
To submit a claim please submit the following:
  • Original police report filed at the country where the theft / loss of items took place
  • Purchase receipt of damaged / stolen / lost items
  • Provide us with the damaged item/s and where applicable accessories (Such as cables, software and manuals for cameras)
  • In the case of electronic items, we require a technical report stating the cause and extent of damage.
  • Statement by phone service provider confirming the baring of SIM Card (In case of theft / loss of mobile phones).
To submit a claim please submit the following:
  • In the event of loss or theft of money, kindly lodge a police report without delay. This has to be done within 24 hours from the time you realised your loss.
  • In the event of Theft and /or Loss of Money please provide bank statements showing withdrawal of cash or proof of purchase of foreign currency.
  • In the event of loss or theft of passport, kindly lodge a report with the consular representative. This has to be done within 24 hours.
  • Provide receipt of replacement passport.
To submit a claim please submit the following:
  • Kindly forward the legal document or prosecution made against you.
How to handle the situation:
  • In case of a claim arising out of your liability kindly contact our Head Office at the first available opportunity so that we may be able to guide you.
  • It is imperative that no communication is made with the injured party without our consent.
To submit a claim please submit the following:
  • Original airline tickets
  • Written statement by the airline / transport provider confirming reason of delay and actual departure date and time
  • Boarding passes for actual departure
To submit a claim please submit the following:
  • Written statement by the airline / transport provider confirming reason of delay
  • Original receipts, accommodation expenses and confirmation of bookings of amounts being claimed
  • Written confirmation of any refunds in respect of accommodation and travel expenses
  • Original airline tickets
  • New flight tickets
To submit a claim please submit the following:
  • Police report of incident
  • Full copy of rental company contract including excess payable
  • Receipt of excess paid

Step 3. Original Documentation

The original claim form and other documentation will need to be forwarded by post to:
Elmo Insurance Limited, Abate Rigord Street, Ta’ Xbiex XBX 1111
or by hand to one of our branch offices.

Alternatively, you may scan all documentation and forward it by email on generalclaims@elmoinsurance.com

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Following submission and assessing of the claim, further documentation may be required.