Having travel insurance is only half the equation — knowing how to file a claim correctly and quickly is what actually gets you paid. This guide walks through every step of the process, the documents you need, and the most common mistakes to avoid.
Quick Answer
To file a travel insurance claim: (1) Contact your insurer's 24/7 assistance line immediately, (2) gather all documentation — receipts, medical records, police reports, (3) complete the claim form within the required window (usually 90 days), (4) submit via the insurer's portal or email. Most claims are resolved within 10–30 business days.
First: Know Your Policy Number
Before you travel, save your insurance ID card to your phone or email. You need your policy number, the 24/7 assistance phone number, and the provider's claim submission website. This information is in the documents you receive after purchase.
The 5-Step Claims Process
Call the Emergency Assistance Line Immediately
Every travel insurance plan has a 24/7 emergency assistance number — it's on your insurance ID card. Call before seeking non-emergency treatment if possible. The assistance team can pre-authorize care, direct you to in-network hospitals, and arrange direct billing so you don't have to pay out of pocket.
Collect All Documentation at the Hospital
Before you leave the hospital, collect: itemized bills (not just a summary), diagnosis codes (ICD codes), doctor's notes or discharge summary, and all receipts. Ask for these explicitly — hospitals don't always provide them automatically. Missing documentation is the #1 reason claims are delayed.
Download the Claim Form
Go to your insurance provider's website and download the appropriate claim form. There are typically separate forms for medical claims, trip cancellation, and baggage claims. Complete the form in full — leave nothing blank.
Submit Everything Together
Submit your claim form along with all supporting documents in one complete package. Most providers accept online uploads, email, or mail. Keep copies of everything you submit. Note the date of submission.
Follow Up if Needed
If you haven't received a decision or acknowledgment within 15 business days, contact the claims department. Have your claim reference number ready. Tower Hill clients can also contact our support team for assistance navigating the claims process.
Documents Required for a Medical Claim
- Completed claim form (from the insurance provider's website)
- Itemized bill from the hospital or clinic (with ICD diagnosis codes)
- Doctor's notes, diagnosis report, or discharge summary
- Proof of payment (receipts or Explanation of Benefits if applicable)
- Copy of your insurance ID card / policy certificate
- Passport copy (for identification verification)
- Bank details for direct deposit reimbursement (if applicable)
Common Mistakes That Delay Claims
✗ Mistake: Submitting incomplete forms
✓ Fix: Fill out every field. Missing information triggers a follow-up request and delays the clock.
✗ Mistake: Not calling the assistance line first
✓ Fix: Calling before treatment allows the insurer to pre-authorize care and sometimes arrange direct billing — saving you from paying upfront.
✗ Mistake: Losing original receipts
✓ Fix: Keep physical and photo copies of every bill, receipt, and document from the moment you receive them.
✗ Mistake: Waiting too long to file
✓ Fix: Most plans require claims to be filed within 90 days of the incident. Don't wait.
✗ Mistake: Submitting a summary bill instead of an itemized one
✓ Fix: Insurers need ICD diagnosis codes and line-item charges — not a single total. Request an itemized statement explicitly from the hospital billing department.
Frequently Asked Questions
Can Tower Hill help me file my claim?
Yes — Tower Hill can assist clients in navigating the claims process with their provider. Contact our support team at support@towerhillcorp.com Monday–Friday, 9AM–6PM CST for guidance.
What if my claim is denied?
You have the right to appeal a denied claim. Request a written explanation of the denial from the insurer, review your policy certificate, and submit an appeal with additional documentation if needed. Tower Hill can assist with this process.
Does direct billing mean I don't pay anything?
Direct billing (also called cashless claims) means the insurer pays the hospital directly for covered services. You may still be responsible for your deductible and any non-covered services. Confirm direct billing availability before receiving treatment.