Evidence to gather and keep to support a delayed or cancelled flight claim

General Principles Around Documentation for a Claim

Before looking at specific claim types, there are two overarching rules that apply to virtually every travel insurance claim.

• Documentation Expense: All documentation must be supplied at your own expense. Every policy reviewed requires you to provide the evidence needed to support your claim; failure to do so may delay or invalidate the claim.
• Contemporaneous Evidence: Gather evidence at the time of the event. Written confirmations from airlines, police reports, and breakdown reports are far easier to obtain while you are still at the airport or in the country where the incident occurred.

For a Flight Delay Claim

Get written confirmation from your airline of the actual departure time and the reason for the delay. A verbal explanation from airport staff is not enough. Ask for something in writing before you leave the airport, or follow up by email to the airline immediately afterwards.

Keep your boarding pass, booking confirmation, and any receipts for costs you incurred while waiting (meals, refreshments, overnight accommodation). If you continued with your trip and are claiming the fixed delay benefit, you will still need the airline's written confirmation of the delay period.

All insurers require written confirmation from the carrier stating both the length of the delay and the reason. Some, like AXA (Coverwise), go further: you must also obtain a letter confirming your check-in time, any alternative transport offered, and that you have sought compensation under EU Air Passenger Rights legislation (EC Regulation 261/2004). Other insurers do not make this a policy condition, although those statutory rights exist independently and should be pursued regardless. Staysure references EU travel regulations in its general information and directs you to the CAA website.

For a Cancellation Claim

Keep your original booking invoice (the confirmation showing what you paid), your cancellation invoice (the document showing any penalty charges applied), and any unused tickets. If any costs are non-refundable, you will need written confirmation of this from the provider.

If the cancellation is health-related, all insurers require a medical certificate confirming it was necessary to cancel. Some go further: Staysure may request a copy of your medical records and, if you are claiming due to the illness of someone your trip depends on, requires confirmation from their doctor that the deterioration was unexpected. Oasis requires medical reports and, for COVID-19 cancellations, evidence of a positive lateral flow test.

Keep proof of all payments and retain a breakdown of the separate costs that made up your total trip price (transport, accommodation, excursions, and other pre-paid charges). Keep your booking terms and conditions.

All insurers require you to show that you have tried to recover your costs from other sources before claiming. You will need evidence that you have approached your airline, tour operator, credit or debit card provider (see Glossary: Section 75 / Chargeback), and any applicable protection scheme such as ATOL or ABTA (see Glossary). Costs recoverable elsewhere are excluded.

For a Missed Departure Claim

If the cause was a vehicle breakdown, obtain a written report from the breakdown or recovery service. All insurers require this written report from the breakdown or recovery service. AXA (Coverwise) specifically requires evidence of the vehicle's service history and MOT history in addition to the breakdown confirmation. Staysure accepts either a breakdown service report or a police accident report.

If the cause was public transport failure, obtain written confirmation of the delay or cancellation from the transport operator. Staysure adds an extra requirement: for traffic congestion, you need written confirmation from the Highways Agency of the length and reason for the delay.

If police attended the scene, obtain a police report. Keep all receipts for any additional travel and accommodation costs you incurred to reach your departure point.

For a Travel Disruption Claim

Get written confirmation from your carrier of the reason for the delay, cancellation, or diversion, and its duration. Keep booking and cancellation invoices and retain all receipts for additional costs (replacement travel, overnight accommodation, meals).

If you were unable to get a refund on pre-booked accommodation, obtain written confirmation of this from the accommodation provider and keep evidence of what you paid.

Most insurers require you to contact their assistance line before making your own arrangements to return to the UK. Oasis is explicit that failure to do so may invalidate the claim. Not calling does not automatically mean your claim will fail (see the FOS guidance below), but it can complicate matters, so call if you possibly can.

If your claim relates to FCDO travel advice, keep a copy of the advisory notice. Staysure specifically requires a copy of the FCDO, WHO, or relevant government advisory.

For Loss or Theft of Travel Documents

File a police report as soon as possible. All insurers require a police report. AXA (Coverwise) specifies that you must obtain a police report including a crime reference number within 24 hours of the incident, or as soon as possible after that. Other insurers require a police report with a crime reference number but are less specific about the timeframe.

Keep the report reference number and all receipts for costs incurred in replacing or obtaining emergency documents. Note that most insurers will cover the cost of emergency travel documents and related travel and accommodation, but will not cover the cost of purchasing a new replacement passport or visa.

For All Claims (General)

Retain your original trip booking confirmation, proof of all payments, and details of any other insurance policy that might also apply to the loss. All insurers require you to disclose other insurance that could respond to the claim.

Most insurers require notification "as soon as reasonably possible" without a specific day count, but requirements vary between insurers. Oasis imposes a hard 60-day deadline from your return. AXA (Coverwise) requires notification within 31 days. Check your own policy and report as early as you can.

Relevant Financial Ombudsman Service (FOS) Guidance

Your insurer should help you gather evidence, not simply refuse your claim. FCA rules require that insurers handle claims fairly, provide reasonable guidance to help a policyholder make a claim, and not unreasonably reject a claim. If you have not provided enough evidence, or evidence from the right source, the FOS expects the insurer to guide you where possible, as you may not know which organisation to contact. Financial Ombudsman Service Simply refusing a claim for missing documentation, without first telling you what is needed and where to get it, is unlikely to be viewed as fair.

Alternative evidence may be accepted. If you cannot get evidence from the airline (for example, for a connecting flight that was cancelled), the FOS might accept news reports of cancelled and delayed flights as evidence in support of the claim. The principle is that the FOS looks at what evidence is reasonably available, not whether you have the single perfect document the insurer demands.

Late notification does not automatically invalidate a claim. The FOS has found that where insurers sought to rely on late notification requirements, this was unfair where the insurer suffered no actual prejudice from the delay. The key test is whether the late notification actually made any difference to the outcome. If it did not, the FOS may expect the insurer to pay regardless.

You must still make a reasonable effort. The FOS usually expects a customer to make a reasonable effort to get some sort of written confirmation to support their claim. The best time to do this is while you are still at the airport, at the police station, or at the scene. The further away from the event you are, the harder it becomes.

Failure to call your insurer before acting does not automatically invalidate a claim. Many policies require you to call the insurer's assistance line before making your own travel arrangements. The FOS has stated that a claim should not automatically fail because you did not call first. In decision DRN-2232629, the FOS found that the insurer had placed too much weight on a prior-authorisation requirement when the policyholders had been quarantined and had limited ability to comply. The test is whether the outcome would have been different had you called.

How to escalate a complaint. If your complaint is not resolved within eight weeks, or you disagree with the insurer's final response, you can refer it to the Financial Ombudsman Service. The FOS is free to use and its decisions are binding on the insurer if you accept them. You have six months from the date of the insurer's final response to refer your complaint.

Notes on this guide:

• This is general guidance based on selection of representative UK travel insurance policy terms from leading insurers.
• This is a summary of common terms. Always read your specific Policy Wording and IPID document. This guide is for information only and does not constitute financial or legal advice.
• This document is based on a detailed, expert review of UK travel insurance policies from March 2026.
• Always read your specific policy documents and contact your insurer or the FOS directly if you have a dispute.