My luggage is stolen - what to do?
Contact the police and report the theft. Make sure to collect the police report. File your claim online and attach a list of the stolen items from your luggage, specify the price and date of purchase for each item individually. If you have the original receipts you can attach these together with the police report.
My check-in luggage is damaged - what to do?
The insurance covers damage to checked-in luggage if you have a Property Irregularity Report (you get this at the airline counter at the airport). If you don't receive full compensation from the airline please contact our claims department.
My check-in luggage is delayed, what do I do?
If your luggage is delayed on your outbound journey, you must contact the airline and make a Property Irregularity Report. You can buy the most essential clothes and hygiene articles in the destination to manage until you get your luggage again. Make sure to keep the receipts
My check-in luggage is lost - what to do?
If your check-in luggage hasn’t arrived and the airline confirms that it is lost, primarily the airline company or tour operator is responsible for compensation. You must make the PIR report (Property Irregularity Report) at the airport if your luggage doesn’t arrive on time.
If the airline company doesn’t compensate the loss of luggage in full, you can claim the exceeding amount up to the maximum amount stated in the insurance letter. Please note that valuable items should be carried in the hand luggage.
What is regarded as luggage?
Luggage means items you bring with you on your travel.
Theft-prone property for e.g. cash, computer, phone, jewelry, and camera should always be stored in your hand luggage. If the theft-prone property is checked in the reimbursement can be reduced or denied completely.