How to File a Travel Insurance Claim: Step-by-Step Guide (2026)

Filing a travel insurance claim does not have to be stressful — but doing it wrong can cost you thousands of dollars in denied reimbursements. After filing claims with three different providers across multiple countries, we have learned exactly what works, what gets claims denied, and how to get your money back as quickly as possible.

This guide walks you through the entire claims process step by step, from the moment an incident happens to the day your reimbursement hits your bank account. We cover the general process that applies to all providers, then break down the specific portals and procedures for SafetyWing, Genki, and Heymondo.

Before You Need to File: Preparation That Pays Off

The best time to prepare for a claim is before anything goes wrong. These steps take 15 minutes now and can save you weeks of frustration later:

1. Save your policy documents offline. Download your policy document (PDS), insurance certificate, and policy number to your phone. Save them to an offline-accessible folder — not just cloud storage. When you are in a hospital at 3 AM with spotty WiFi, you need instant access to your policy number and coverage details.

2. Save your provider’s emergency contact number. Add your insurer’s emergency assistance number to your phone contacts. Most providers have 24/7 helplines for emergencies. Call them before incurring large expenses if possible — they can sometimes arrange direct billing or authorize treatment.

3. Understand your coverage before you need it. Know your deductible, coverage limits, and exclusions. If surfing is excluded from your policy, knowing that before you surf in Bali is better than discovering it when you file a claim for a surfing injury.

4. Keep your policy active. This sounds obvious, but lapsed coverage is a common claim denial reason. If your insurance auto-renews (SafetyWing, Genki), ensure your payment method is current. A declined credit card at renewal time can leave you uninsured without realizing it.

Step-by-Step: How to File a Travel Insurance Claim

Step 1: Get Medical Treatment (Do Not Delay)

Your health comes first. Always seek medical treatment immediately. Delaying treatment to avoid costs or to “see if it gets better” can:

• Worsen your condition
• Give your insurer grounds to reduce or deny your claim (“failure to mitigate”)
• Make it harder to establish the connection between the incident and the treatment

Go to the nearest appropriate medical facility. In most cases, this means a private hospital or clinic — not a pharmacy or unlicensed practitioner. Insurers expect you to seek professional medical care from licensed providers.

If the expense will be large (hospitalization, surgery): Call your insurer’s emergency helpline immediately. They may be able to:

• Authorize treatment directly with the hospital
• Arrange direct billing so you do not pay out of pocket
• Guide you to an in-network or partner hospital nearby
• Send a guarantee of payment letter to the hospital

Step 2: Collect Documentation at the Point of Care

This is the most critical step and where most claims go wrong. Collect every piece of documentation while you are still at the medical facility. It is exponentially harder to get documents after the fact, especially in a different country.

Documents to collect:

Document	Why It Matters	Tips
Itemized invoice/bill	Shows exactly what you were charged for	Ask for English translation if not in English; request ICD diagnosis codes
Proof of payment	Proves you paid out of pocket	Keep credit card receipts AND bank statements; photograph cash receipts
Medical report/records	Details diagnosis, treatment, and prognosis	Ask the doctor to write a brief summary in English; include the provider’s name and license number
Prescription receipts	Documents prescribed medications	Photograph the prescription AND the pharmacy receipt
Referral letters	Justifies specialist visits	If referred to a specialist, get the referral in writing
Discharge summary	Summarizes hospital stay and treatment	Request before leaving the hospital — it is very difficult to obtain remotely after discharge

Pro tip: Photograph every document with your phone immediately. Paper receipts fade, get lost, or get damaged. A clear photo on your phone is a reliable backup. We photograph documents in a dedicated “Insurance Claims” album for easy retrieval.

Step 3: File a Police Report (If Applicable)

For theft, robbery, assault, or traffic accidents, you must file a police report within 24 hours. Without a police report, theft and crime-related claims are almost universally denied.

What to include in the police report:

• Date, time, and location of the incident
• Description of what happened
• List of stolen/damaged items with estimated values
• Your passport details
• Contact information

Getting a police report abroad can be challenging. Language barriers, bureaucratic processes, and indifferent officers are common. Some tips:

• Bring a local friend or translation app
• Be patient and persistent — you need this document
• Ask for a certified copy with a report number
• If police are uncooperative, document your attempt to file (date, station visited, officer name if possible) — this demonstrates good faith to your insurer

Step 4: Notify Your Insurance Provider

Most policies require you to notify your insurer within 24-72 hours of an incident. Delayed notification can reduce your payout or void your claim entirely.

How to notify each provider:

• SafetyWing: Submit a claim through the online portal at safetywing.com or email their claims team. No phone-based claims.
• Genki: Notify through the Genki online portal or by email. They are responsive and typically acknowledge claims within 1-2 business days.
• Heymondo: Use the Heymondo app for instant notification. The app allows you to upload documents, chat with support, and track claim status in real time. This is the fastest and smoothest notification process we have experienced.

Step 5: Complete the Claim Form

Every provider has a claim form — either online or downloadable PDF. Fill it out completely and accurately. Incomplete forms are the number one cause of processing delays.

Information typically required:

• Your policy number and personal details
• Date, location, and description of the incident
• Name and address of the medical provider
• Diagnosis and treatment received
• Total amount claimed (itemized)
• Your bank details for reimbursement (including SWIFT/IBAN for international transfers)
• Supporting documentation (uploaded or attached)

Be specific and factual. Describe what happened in clear, chronological order. Avoid vague language. “I fell off a motorbike on Jalan Raya in Ubud at approximately 2 PM on February 3, 2026, sustaining road rash on my left arm and a suspected fracture of my right wrist” is far better than “I had a motorbike accident in Bali.”

Step 6: Submit All Documentation

Upload or attach all supporting documents with your claim form:

• Completed claim form
• Itemized medical invoices
• Proof of payment (receipts + bank/credit card statements)
• Medical records and discharge summary
• Police report (if applicable)
• Prescription receipts
• Photos of injuries or damaged property (if relevant)
• Any correspondence with the medical provider

Submit everything at once. Sending documents in multiple batches creates confusion, slows processing, and increases the chance that something gets lost. Compile everything before submitting.

Step 7: Wait for Processing (and Follow Up)

After submission, your claim enters the review queue. Expected timelines:

Provider	Typical Processing Time	Our Experience
SafetyWing	2-4 weeks	18 days (medical claim, Thailand)
Genki	5-10 business days	8 business days (outpatient claim, Portugal)
Heymondo	7-15 business days	8 days (urgent care claim, Mexico)

If you have not received an update after the expected timeframe:

• Check the provider’s portal for status updates
• Send a polite follow-up email referencing your claim number
• Ask if any additional documentation is needed
• Do not call repeatedly — this rarely accelerates the process and can create conflicting notes on your file

Step 8: Receive Reimbursement

Once approved, reimbursement is typically sent via:

• Bank transfer (most common for international claims)
• Check (less common, slower)
• Original payment method refund (rare)

International bank transfers can take 3-7 business days after approval. Ensure your bank details — including SWIFT code and IBAN — are correct on the claim form. An incorrect bank detail is a surprisingly common cause of payment delays.

Provider-Specific Claim Processes

SafetyWing Claims Portal

SafetyWing uses an online claims portal managed by their underwriter, Tokio Marine.

Process:

1. Log in to your SafetyWing account
2. Navigate to the claims section
3. Complete the online claim form
4. Upload supporting documents (invoices, receipts, medical records)
5. Submit and receive a confirmation email with a claim reference number
6. Track status through the portal

Our experience: We filed a medical claim for a clinic visit and prescription in Thailand. The portal was straightforward to navigate, and document upload worked without issues. Processing took 18 days from submission to payment. Communication during the process was limited — we received an acknowledgment email and then a payment notification, but no intermediate updates. The reimbursement was deposited directly to our bank account.

Tips for SafetyWing claims:

• Include your SafetyWing policy number on every document
• Submit all documents in one batch — their system handles bulk uploads
• If the bill is large (over $1,000), call the emergency helpline before treatment to explore direct billing options
• Remember the $250 deductible applies per injury/illness, not per visit

Read our SafetyWing review for the full claims experience breakdown.

Genki Claims Process

Genki handles claims through their online portal and email.

Process:

1. Log in to your Genki account
2. Submit a claim through the online portal or email claims@genki.world
3. Attach all supporting documentation
4. Receive acknowledgment within 1-2 business days
5. Claims team may request additional information if needed
6. Receive approval notification and reimbursement

Our experience: Genki’s claims process was the most communicative of the three providers we tested. We received an acknowledgment within one business day, a request for one additional document on day 3 (a more detailed medical report), and approval notification on day 8. The claims team responded to our email within a few hours during European business hours.

Tips for Genki claims:

• Genki is a German company — claims processing follows European business hours
• Provide medical reports in English or German for fastest processing
• For routine outpatient claims on Explorer plans, the process is simpler (no police report or extensive documentation needed)
• Direct billing is available at some partner clinics — check with Genki before your appointment

Heymondo Claims via App

Heymondo offers the most modern claims experience through their mobile app.

Process:

1. Open the Heymondo app
2. Tap “File a Claim” or use the 24/7 medical chat for guidance
3. Complete the in-app claim form
4. Upload photos of documents directly from your phone camera
5. Track claim status in real time through the app
6. Receive push notifications for status updates
7. Reimbursement deposited to your bank account

Our experience: Heymondo’s app-based process was the smoothest and fastest we tested. We filed a claim for an urgent care visit in Mexico City entirely through the app in under 10 minutes. The app’s document scanner automatically captured and cropped receipt photos. We received real-time status updates via push notification and approval in 8 days. The in-app medical chat (which connected us to a doctor in under 4 minutes) also generated documentation that was automatically attached to our claim.

Tips for Heymondo claims:

• Use the in-app medical chat before visiting a doctor — the chat record becomes supporting documentation for your claim
• The app’s document scanner produces cleaner uploads than regular phone photos
• Push notifications keep you informed without needing to check the portal
• For emergencies, call their 24/7 assistance line to coordinate direct billing

Common Mistakes That Get Claims Denied

We have compiled the most frequent denial reasons from insurer data, nomad community reports, and our own experience. Avoid these:

1. Not Disclosing Pre-Existing Conditions

The most common denial reason. If you have a diagnosed condition — even one you consider minor or well-managed — and you do not disclose it during enrollment, any claim related to that condition (or even tangentially connected to it) will be denied. Some insurers will void your entire policy for non-disclosure.

How to avoid it: Disclose everything honestly during enrollment. A slightly higher premium or a specific exclusion is better than a blanket denial when you need coverage most.

2. Claiming for Excluded Activities

Filing a claim for a surfing injury when your policy excludes surfing. Filing a claim for a scuba diving accident when diving is not covered. This is surprisingly common because people do not read their policy document before engaging in activities.

How to avoid it: Read the activities exclusion list in your policy document before your trip. If your activities are excluded, either add coverage (if available) or switch to a provider that covers them. What does travel insurance cover? breaks down coverage categories and exclusions in detail.

3. Alcohol-Related Incidents

If medical records indicate you were under the influence of alcohol or drugs when the incident occurred, most insurers will deny the claim. This includes motorbike accidents after drinking, falls after a night out, and injuries sustained in intoxicated altercations.

How to avoid it: If alcohol was involved, your claim is likely invalid regardless of what you write on the form. Do not lie on your claim — if the medical records mention alcohol, the insurer will find out, and fraudulent claims can result in policy cancellation and blacklisting.

4. Missing or Incomplete Documentation

Submitting a claim without itemized invoices, without proof of payment, or without a police report (for theft claims) is a guaranteed delay and likely denial.

How to avoid it: Follow the documentation checklist in Step 2 above. Collect everything at the point of care. Photograph every document immediately.

5. Filing Too Late

Most policies have a filing deadline — typically 60-180 days from the incident. Filing after the deadline gives the insurer automatic grounds for denial.

How to avoid it: File as soon as you have all your documentation. Do not wait until you return home unless you genuinely cannot access the portal. Same-week filing produces the fastest results.

6. Seeking Treatment from Unlicensed Providers

Getting treatment from a traditional healer, unlicensed clinic, or pharmacy without a prescription is not covered by any insurer we are aware of.

How to avoid it: Always seek treatment from licensed medical professionals at registered clinics or hospitals. Verify the facility is a legitimate medical provider, not a pharmacy or alternative medicine practitioner.

7. Not Seeking Timely Treatment

Waiting days or weeks to seek treatment after an injury or illness onset can result in a reduced payout or denial. Insurers expect you to seek care promptly to “mitigate” the damage.

How to avoid it: See a doctor as soon as symptoms appear or an injury occurs. Document the timeline clearly in your claim.

What to Do If Your Claim Is Denied

A denied claim is not necessarily the end of the road. Here is how to respond:

1. Request the specific denial reason in writing. Insurers are required to provide a clear explanation for the denial. Ask for the specific policy clause they are citing.

2. Review the denial against your policy document. Compare the denial reason to the actual policy language. Insurers occasionally deny claims incorrectly — especially for borderline cases.

3. Gather additional evidence. If the denial is based on missing documentation, provide it. If it is based on a factual dispute, gather additional evidence (medical records, witness statements, additional photos).

4. File a formal appeal. Every provider has an appeals process. Submit a written appeal with:

• Your original claim number
• The denial reason you received
• Your argument for why the denial is incorrect
• Any additional supporting documentation
• A clear request for reconsideration

5. Escalate if necessary. If the appeal fails:

• Contact the insurance ombudsman in the provider’s jurisdiction
• For SafetyWing (underwritten by Tokio Marine): Contact the relevant state insurance commissioner
• For Genki (German company): Contact BaFin (German Federal Financial Supervisory Authority)
• For Heymondo (Spanish company): Contact DGSFP (Spanish Directorate General of Insurance)
• Consider consulting a travel insurance claims specialist

Quick Reference: Filing Checklist

Use this checklist when filing any travel insurance claim:

• Sought medical treatment promptly from a licensed provider
• Collected itemized invoice with diagnosis codes
• Collected proof of payment (receipt + bank/card statement)
• Obtained medical report or doctor’s summary (in English)
• Obtained discharge summary (if hospitalized)
• Kept all prescription receipts
• Filed police report within 24 hours (if theft/crime)
• Photographed all documents on phone
• Notified insurer within 24-72 hours
• Completed claim form fully and accurately
• Submitted all documents in one batch
• Saved claim reference number and confirmation email
• Set a calendar reminder to follow up if no response in 2-3 weeks

Staying Connected During a Claim

Filing an insurance claim from abroad requires reliable internet access — uploading documents, accessing online portals, communicating with claims teams, and checking your bank account for reimbursement. This is precisely when unreliable hotel WiFi fails you. We recommend having a backup eSIM for guaranteed mobile data access, especially in hospitals or remote areas where WiFi may be limited. And if you are in a country that restricts internet access, a VPN ensures you can access your insurance portal without interference.

The Bottom Line

Filing a travel insurance claim is not difficult — it is methodical. The entire process comes down to three principles: seek treatment immediately, document everything at the point of care, and submit a complete claim as soon as possible.

The providers we recommend — SafetyWing , Genki , and Heymondo — all have functional claims processes that pay legitimate claims. The difference between a smooth claims experience and a frustrating one almost always comes down to how well you documented the incident, not how the insurer behaves.

Prepare before you need to file. Collect documentation as it happens. Submit everything at once. And most importantly — have insurance in the first place so there is something to file against when you need it.