• Frequently Asked Questions

    General Questions For Filing A Claim
    (Note: Information about your specific plan is contained on the checklist provided with your claim forms)

    How do I submit my completed claim form back to you?

    All completed claim forms, together with all supporting documentation, can be uploaded or mailed.
    Upload: https://upload.travelclaim.com
    Mailing Address: Aon Affinity Claims Department
    900 Stewart Avenue
    P.O.Box 9366
    Garden City, NY 11530
    Please do not highlight any portion of your claim form or supporting documentation. If you are mailing in your documents, please do not use staples. If you are uploading your claim form and supporting documents, you do not need to also mail in hard copies.

    May I complete one claim form for multiple travelers (family members/friends traveling together) that are filing for the same claim?

    Yes, however you must list each insured person's name that was traveling with you on the same claim form under "Claimant's Name" in Part l.

    How do I submit my receipts?

    If you are mailing in your claim form, tape the corners of each receipt on the page provided with your claim form, using clear tape only.  Don’t overlap any receipts and have all receipts visible.  Please use extra pages as necessary to ensure that all receipts are displayed clearly.
    If you are uploading, you can scan or take a picture of your receipts.  Please ensure that all receipts are displayed clearly.

    Is there a time limit on filing my claim?

    While there is no time limit on filing your claim or getting any documentation you may need to submit with the claim forms, we do encourage you to file your completed claim form as soon as possible to ensure all necessary documentation is available for review.


    Questions Specific To Trip Cancellation/Interruption and Trip Delay Claims

    What airline ticket paperwork do I submit with my claim form if I do not have paper tickets?

    If you were issued electronic tickets or booked your flight over the internet, include the electronic ticket passenger receipt or the printed confirmation sheet with your ticket numbers.

    Why does the Authorization for Release of Medical Records need to be signed if the claim form is completed by the physician or medical information has been submitted?

    We need the authorization signed to allow us to contact the physician if additional medical information, not previously supplied, is required to process your claim.

    Why is additional medical information required from my physician when he already completed Part 5 of the claim form?

    Further information or clarification of the information your Physician provided may be necessary in order to facilitate your claim.

    We cancelled/interrupted our trip because of the death of a family member. Do we need to complete Part 5 of the claim form?

    You may submit a death certificate, showing the cause of death, in lieu of having Part 5 of the claim form completed.


    Questions Specific to Medical Claims

    I sought medical assistance while on my Trip and don't know if I can reach the physician to complete Part 5 of the claim form?

    The hospital admittance or discharge papers, a doctor's statement or a bill showing diagnosis and date of treatment, will suffice if the Attending Physician for your illness cannot complete Part 5 of the claim form. If the paperwork provided to you by the hospital does not contain a diagnosis and you sought follow up medical care upon your return home, please have your home physician complete Part 5 in addition to submitting the paperwork you were given during your Trip.

    Why are you requesting I place a claim with my own insurance for my Medical claim when I took out your protection plan?

    If the plan you purchased states it is secondary or "in excess" to any other medical insurance you may have, then it is our intent to supplement any remaining amounts expended for Covered Expenses that your insurance will not pay (i.e. co-payments/deductibles). An Explanation of Benefits from your own insurance would be necessary to finalize your claim.


    Questions Specific to Lost or Damaged Baggage

    Why are you requesting I place a claim with my own insurance for my lost, stolen or damaged baggage claim when I took out your protection plan?

    If the plan you purchased states it is secondary or "in excess" to any other insurance for the type of claim you are making, then it is our intent to supplement any remaining amounts of Covered Expenses claimed that your insurance will not pay (i.e. deductibles). An Explanation of Benefits from your own insurance would be necessary to finalize your claim. If the plan you purchased states it is primary for the type of claim you are making, then submitting to your own insurance would not be necessary, unless the article you are claiming is an item that was specifically insured through a rider to your Homeowners or Rental Policy (i.e. a particular article of jewelry such as an engagement ring). However, please note that you must still submit your losses to the party responsible, (i.e. airline, cruise line), and forward their response to our office for review.

    I received a "Baggage Claim Form" but I did not lose my baggage, I lost my wedding ring. Is this the correct form?

    "Baggage" refers to lost bags along with the loss or theft of personal items such as a ring or a camera.