| This Is Your Role |
This Is Not Your Role |
| Explaining how to start the claim and what documentation is typically required |
Approving, denying, or estimating the payout amount for a claim |
| Helping the client gather receipts, medical reports, and confirmations promptly |
Adjudicating whether a specific situation is covered |
| Following up with the client and, where appropriate, the provider on claim status |
Guaranteeing a claim will be paid or paid by a certain date |
| Flagging a likely common claim mistake before it happens |
Filling out or submitting the claim on the client's behalf without authorization |
Common Travel Insurance Claim Mistakes Agents Should Help Clients Avoid
Most denied or delayed claims trace back to a small number of avoidable errors. Mentioning these proactively, right after a covered incident occurs, is one of the highest-value things an agent can do.
• Not reporting the issue to the airline, cruise line, or tour operator first, when the policy requires that step before a claim for certain losses.
• Missing the claim filing deadline, which varies by provider and is often shorter than clients expect.
• Failing to keep original receipts, boarding passes, or medical reports, which are frequently required as supporting documentation.
• Not obtaining a written diagnosis or medical report at the time of treatment, making it harder to substantiate a medical claim later.
• Assuming a verbal confirmation from a call center representative is sufficient without retaining written confirmation or a reference number.
Conversation Example: Supporting A Client Through A Cancelled Trip
A client booked a 9-day trip to Portugal through his agent, Carla. Two weeks before departure, client's father is hospitalized and Tom needs to cancel.
Client: I have to cancel the Portugal trip, my dad was just hospitalized. I don't even know where to start.
Agent: First, I'm sorry to hear about your father, I hope he's okay. Let's get the trip side sorted so it's one less thing on your plate. Since this is a covered reason under your policy, here's what we'll do: I'll send you the claim form today, and you'll want to get a written note from his doctor confirming the hospitalization and dates.
Client: Okay, I can ask the hospital for that. What else do they need?
Agent: Keep any cancellation confirmations from the hotel and the tour company, along with your original booking receipts, those all go in as supporting documents. I'd also recommend filing within the next two weeks, since most providers have a filing window and we don't want this slipping while you're focused on your dad.
Client: I really appreciate you walking me through this, I wouldn't have known where to start.
Agent: That's what I'm here for. Send me the documents once you have them, and I'll review everything before it goes in, then I'll check in with you in a week to see where the claim stands.
Common Documentation Clients Need to Gather
| Claim Type |
Typical Documentation Needed |
| Trip Cancellation |
Proof of the covered reason (such as a medical certificate), original booking confirmations, and proof of non-refundable amounts |
| Medical Expense |
Itemized medical bills, doctor's reports, proof of payment, and the original claim form |
| Baggage Loss or Delay |
Airline incident report, original purchase receipts for lost items, and proof of delay duration |
| Trip Delay |
Proof of the delay (airline documentation), receipts for meals and accommodation incurred |
Managing a Denied Claim Conversation
• Stay neutral and factual — avoid criticizing the insurer or making promises about appeal outcomes.
• Encourage the client to review the specific denial reason and the relevant policy clause directly with the insurer.
• Offer to help the client locate documentation or contacts, without taking on responsibility for the appeal itself.