Contact us

Travel Insurance Customer Service & Claims

Below are some useful contact details for your information:

Dedicated customer service hotline

For insurance related enquiries or changes to your policy, please email or call our Customer Service Hotline at +34917877750 from Monday to Friday between 9.00 to 18.00 (EET). 

For a list of frequently asked questions, please visit our FAQ Page.

How to file an insurance claim

To claim, please visit This will lead you to our online claim notification service where you can complete an online claim form. Alternatively, please phone +34917877750 and ask for a claim form or write to

For all claims you will be required to supply the following:

  • Your original trip booking invoice(s) and travel documents showing the dates and times of travel.
  • Original receipts and accounts for all out-of-pocket expenses you have to pay.
  • Original bills or invoices you are asked to pay.
  • Details of any other insurance you may have that may cover the same loss, such as household or private medical.


Cancellation or curtailment

  • If you need to curtail your trip, call +34917877750 immediately to get our prior agreement.
  • Original cancellation invoice(s) detailing all cancellation charges incurred.
  • For claims relating to illness or injury a medical certificate will need to be completed by the treating doctor. A certified copy of the death certificate is required in the event of death.
  • If your claim results from any other circumstances, please provide evidence of these circumstances.


Medical expenses

  • Always contact our 24-hour emergency medical service +34917877750 when you are hospitalised, and require repatriation.
  • Medical evidence from the treating doctor to confirm the illness or injury and treatment given including hospital admission and discharge dates, if this applies.
  • If you are advised by a doctor at your resort that you cannot go on your pre-booked excursions because of medical reasons, you should obtain a medical certificate from them confirming this.

Travel insurance

AWP P&C S.A. – Dutch Branch, trading as Allianz Assistance and/or Allianz Travel, is an insurer licensed to act in all EEA countries and operating in freedom of services, with corporate identification No 33094603, and registered at the Dutch Authority for the Financial Markets (AFM) No 12000535. AWP P&C S.A., which has its registered office in 7 rue Dora Maar, Saint-Ouen, France, is authorized by L’Autorité de Contrôle Prudentiel et de Résolution (ACPR) 4 Place de Budapest CS 92459, Paris Cedex 09, France..