NFU Mutual

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Travel Insurance claims

How to make a claim

If you need to make a Travel Insurance claim, please ensure you have the following to hand before you contact us:

  • Your policy number
  • Details of any third parties involved
  • An indication of the value of the claim, such as purchase price, estimated replacement cost, or the extent of damage or injury

If you purchased your policy through a local Agent you should contact your local Agency office

Mutual Direct policyholders can notify us of a new claim or provide updates to an existing claim by calling 0800 197 0963 (8am-6pm Monday to Friday).

Emergency Numbers

If you’re travelling and require assistance, call 0800 282 652 (24 hours a day, 7 days a week) and use option 6.

In the event of an emergency while on holiday contact our English speaking operators at any time of day or night. They are called Mutuaide and are based in Paris.

  • From a mobile and from anywhere else worldwide +33 1 45 16 64 65. (You can reverse the charges for this call or ask one of our operators to call you back)
  • From France 0800 22 92 92 (free call)
  • From the UK 00 33 1 45 16 64 65 (free call)

When do I call the police and who else might I need to call?

You must call the police as soon as possible for any incident that involves loss of personal possessions, theft, malicious damage, or personal injury. Remember to obtain an incident reference number.

If you damage someone else's property and that person cannot be contacted.

Report any lost credit cards to the issuing company.

You can report claims over the phone to NFU Mutual, for details select the appropriate product button.

For emergency assistance helplines select the appropriate product button.

What do I do if someone else (a third party) is involved?

Exchange name and contact details.

It may also be useful to obtain details of any witnesses.

Key documents we may require from you in the event of a claim

The list below is not exhaustive and we may require further documentation to support your claim.

Delayed Departure

  • Written confirmation from the public transport provider (e.g. airline, ferry or railway company) that there was a delay, and the reason for it.
  • Receipts for additional accommodation/travelling expenses you had to pay as a result of the delay or enforced stay.


  • Receipts for essential purchases made as a result of your baggage being lost or stolen.
  • A report from the public transport provider. You must get one of these as soon as you realise your baggage has been lost or stolen.
  • Proof of purchase for the lost, stolen or damaged items.
  • Written confirmation of the loss or damage of items from the police or other relevant, independent authority.


  • Receipt(s) for foreign currency purchased for your trip.
  • Evidence of sterling or foreign currency withdrawn while you were abroad.
  • Evidence of how you replaced the lost funds.
  • A copy of the report the local police made when you told them about the loss.

Personal Liability

  • Confirmation from the police or other relevant, independent authority that you told them about the event.
  • Any witness statements.

Winter Sports

  • A copy of any police report.
  • If the piste was closed because of the weather, a letter from the resort manager or tour operator confirming the dates.

What if I have a complaint?

We welcome your views on any aspect of our service and if we fail to meet your expectations, in the first instance please contact us on the number given on your claim acknowledgement, or as indicated for the appropriate product on the "Reporting a claim." page.

More details about how to make a complaint can be found in our complaints section.