This page walks you through exactly what to do after an incident on your trip. The right steps depend on your claim type. Follow the track that matches your situation and contact us if anything is unclear.
The most important rule across all claim types: act quickly. Delays in reporting, notifying suppliers, or filing documentation can reduce or invalidate your claim.
MEDICAL EMERGENCY? CALL FIRST. +971 4 270 8705 (press 1 for emergencies) Available 24 hours a day, 7 days a week, 365 days a year Email: assistance@nextcarehealth.com Do not wait. Notifying us immediately allows our team to coordinate care directly with the hospital, and in most network hospitals, eliminates the need for you to pay upfront. |
These rules apply regardless of claim type. Not following them is the single most common reason claims are reduced or rejected.
⚠ File as soon as possible after the incident. Do not wait until you return home. Delays affect eligibility. ⚠ Keep all original documents. Copies are generally not accepted. This includes medical invoices, police reports, receipts, and airline certificates. ⚠ Your policy must have been purchased before your trip began. Claims filed for incidents that occurred before the purchase date are not eligible. ⚠ You must have a valid policy number on your certificate of insurance. Have it available when filing. ⚠ If you have another insurance policy that may cover the same loss (e.g. company health insurance), submit your claim there first. Allianz deducts any other insurer payment from your claim. |
Select the track that matches your situation and follow each step in order.
Track 1: Medical Emergency |
| 1 | Call our emergency line before seeking treatment if possible. For life-threatening situations, go to the nearest hospital immediately, then call us as soon as possible. Our team will direct you to a prescreened hospital in our network and, where accepted, arrange direct billing so you do not need to pay upfront. Contact: +971 4 270 8705 (press 1) | WhatsApp: +971 56 216 4563 | assistance@nextcarehealth.com |
| 2 | If we direct you to a network hospital, no upfront payment is required in most cases. If you attend a hospital outside our network, you will need to pay and then submit receipts for reimbursement. Keep all original invoices, medical reports, prescriptions, and discharge papers. Note: Our team handles direct billing where accepted. |
| 3 | After treatment, gather all original documentation. Required documents: hospital invoices, admission and discharge papers, full medical report from the treating doctor, all prescription receipts, boarding passes or passport stamps confirming your travel dates. Note: Keep all originals — copies not accepted. |
| 4 | If you have another health insurer, submit your claim to them first. Allianz travel insurance operates as secondary coverage. Any amount paid by another insurer is deducted from your Allianz claim. You will need the other insurer's settlement letter when filing with Allianz. Reference: Policy document, Section F — secondary coverage rule. |
| 5 | Submit your claim online with all supporting documents. File as soon as possible. The earlier you submit complete documentation, the faster your claim is assessed. Submit at: travelclaims.tatsh.cloud |
Track 2: Trip Cancellation or Interruption |
| 1 | Notify all your travel suppliers within 72 hours of knowing you must cancel or interrupt. You must contact airlines, hotels, tour operators, and any other pre-paid suppliers as soon as you know you cannot travel. Failing to notify within 72 hours reduces your refund from suppliers, and the unrecovered shortfall is not covered by Allianz. Contact: Airlines, hotels, and tour operators — all must be notified in writing. |
| 2 | Obtain written evidence of the covered reason. The reason for cancellation must be a covered event. You need official written documentation: a medical certificate from a doctor (signed and stamped), a death certificate for bereavement, or official authority documentation for other covered reasons. Self-certification is not sufficient. Contact: Your treating doctor, hospital, or relevant authority. |
| 3 | Collect all original booking and cancellation documentation. Required documents: original booking invoices showing the total amount paid, written cancellation confirmation from each supplier showing their cancellation fee, proof of any refunds already received from suppliers. Note: Keep all originals. |
| 4 | If your trip was interrupted (already started when the covered event occurred), also gather evidence of additional expenses incurred. For curtailment claims (returning home early), you need: evidence of the incident that caused early return, new flight booking receipts, any additional accommodation receipts, and the original itinerary. Note: Keep all receipts from the point of interruption onwards. |
| 5 | File your claim online with all supporting documents. Do not file until you have gathered all documentation. Incomplete claims take significantly longer to assess. Submit at: travelclaims.tatsh.cloud |
Track 3: Baggage Loss, Damage or Theft |
| 1 | For airline-related loss or damage, obtain a Property Irregularity Report (PIR) at the airport. A PIR is the official report issued by the airline or handling agent for baggage that is lost, damaged, or delayed. You must obtain this at the airport before leaving. Without a PIR for airline incidents, your claim cannot be assessed. Contact: Airline desk or baggage handling desk at the airport before you leave. |
| 2 | For any theft, file a police report within 24 hours of discovering the theft. A police report is mandatory for all theft claims. It must be filed at the local police authority at your destination within 24 hours of discovery. Claims for theft without a police report will not be accepted. Contact: Local police authority at your destination. |
| 3 | If a mobile phone or electronic device was stolen, also report it to your network provider. Block your SIM or device with your network provider and obtain written confirmation that the device has been blocked. This is required in addition to the police report for mobile phones and similar devices. Contact: Your mobile network provider — obtain written blocking confirmation. |
| 4 | Gather proof of ownership for all items being claimed. For each item you are claiming, you need evidence that you owned it. Acceptable evidence: original purchase receipt, bank or credit card statement showing the purchase, warranty card, photographs of the item, or manuals. The stronger the evidence, the faster the assessment. Claims can still be considered without receipts if other evidence is provided. Note: Keep all supporting documents. |
| 5 | For damaged items, obtain a repair estimate. Keep the damaged item. If an item can be repaired, we will assess repair cost against replacement value. We may request to inspect the damaged item, so do not discard it. Get a written repair estimate from a qualified repairer. Contact: Local repair service — written estimate required. |
| 6 | File your claim within 21 days of the loss, damage, or delay. For baggage delay specifically, keep receipts for any emergency essential items you had to purchase while your bags were delayed. These costs may be recoverable. Submit at: travelclaims.tatsh.cloud |
Track 4: Travel Delay |
| 1 | Obtain written confirmation of the delay from the carrier. Get a written statement from the airline, cruise line, or other carrier confirming: the original scheduled departure time, the actual departure time, and the reason for the delay. This document is mandatory. Contact: Airline customer service desk at the airport or port. |
| 2 | Keep all receipts for necessary additional expenses incurred during the delay. Covered additional expenses during a delay typically include meals and refreshments, and accommodation if the delay extends overnight. Keep original receipts for every expense. Items like alcohol, entertainment, or non-essential purchases are not covered. Note: Keep all original receipts. |
| 3 | Note the exact delay duration. Delay benefits under Allianz policies activate after a minimum delay threshold. Check your policy document for the specific trigger time that applies to your plan. Claims for delays shorter than the threshold are not eligible. Reference: Policy document — Section on Delayed Departure. |
| 4 | If the delay causes you to miss a connecting journey, document the missed connection. Obtain written confirmation from the carrier of the missed connection and any costs incurred in rebooking. Airlines are generally obliged to rebook you free of charge, but additional costs may be claimable if rebooking was not arranged. Submit at: travelclaims.tatsh.cloud |
Track 5: Other Claims (Missed Activity, Sporting Equipment, Personal Liability) |
| 1 | Missed Activity (Sports Add-on only): gather proof of the pre-booked activity and the reason you missed it. Required: original booking confirmation and payment receipt for the activity, medical certificate if missed due to injury or illness, or other official documentation for the covered reason. Submit at: travelclaims.tatsh.cloud |
| 2 | Sporting Equipment loss or damage (Sports Add-on only): follow the same steps as Track 3. For loss or theft: police report within 24 hours, proof of ownership. For airline damage: PIR from the carrier. For damage during activity: repair estimate from a qualified repairer. Keep the damaged equipment — it may be inspected. Submit at: travelclaims.tatsh.cloud |
| 3 | Sporting Equipment Rental (Sports Add-on only): keep rental receipts. If your own equipment was lost or delayed in transit and you rented replacement gear, keep the original rental receipts showing the dates, duration, and cost. This benefit only applies when the need for rental was caused by a covered loss or delay of your own equipment. Submit at: travelclaims.tatsh.cloud |
| 4 | Personal Liability: do not admit liability, make any statement, or agree any payment without contacting us first. If you are involved in an incident where a third party may hold you responsible for injury or damage, call us immediately. Do not apologise, admit fault, or agree to pay anything before we have been notified. Doing so may invalidate your liability claim. Contact: +971 4 270 8705 | travel@nextcarehealth.com — notify before any admission. |
All channels connect to the same Allianz claims and assistance team. Use the right channel for your situation.
| Channel | Details | Hours |
|---|---|---|
| 🌐 Online Claims Portal | travelclaims.tatsh.cloud | 24 hours, 7 days a week |
| 📞 Phone (emergency) | +971 4 270 8705 Press 1 for emergencies | Emergency: 24/7 |
| 📞 Phone (claims) | +971 4 270 8705 | Claims: 8:00am to 8:00pm Monday to Friday, GST |
| +971 56 216 4563 | 8:00am to 8:00pm Monday to Friday, GST | |
| 📧 Claims Email | travel.claims@nextcarehealth.com | Monday to Friday, office hours |
| 📧 Emergency Email | assistance@nextcarehealth.com | For non-urgent emergency queries |
Use this checklist before filing. Incomplete documentation is the most common cause of claim delays. Submit everything at once wherever possible.
| Claim Type | Documents Required |
|---|---|
| Medical Emergency | Original hospital invoices and receipts, hospital admission and discharge report, full medical report from treating doctor, all prescription receipts, boarding passes or passport stamps, settlement letter from any other insurer (if applicable) |
| Trip Cancellation | Original booking invoices (flights, hotels, tours), written cancellation confirmation from every supplier with their cancellation fee shown, all refund confirmations already received, medical certificate (signed and stamped by doctor), death certificate (for bereavement), or other official documentation of the covered reason |
| Trip Interruption (Curtailment) | All of the above for cancellation, plus new flight booking receipts, any additional accommodation receipts from the interruption point, and the original trip itinerary |
| Baggage Loss (Airline) | Property Irregularity Report (PIR) from the airline, proof of ownership for each item claimed (receipts, bank statements, warranty cards, photographs) |
| Baggage Theft | Police report filed within 24 hours, proof of ownership for each item, mobile network blocking confirmation (for phones and devices) |
| Baggage Damage | Property Irregularity Report (PIR) if airline-related, written repair estimate from qualified repairer, proof of ownership, retain the damaged item for possible inspection |
| Travel Delay | Written confirmation from carrier showing scheduled and actual departure times and reason for delay, original receipts for all additional expenses incurred (meals, accommodation) |
| Missed Activity (Sports Add-on) | Original booking confirmation and payment receipt for the activity, medical certificate or other official documentation of the covered reason |
| Sporting Equipment (Sports Add-on) | As per Baggage Loss, Theft, or Damage above depending on the specific incident |
| Sporting Equipment Rental (Sports Add-on) | Original rental receipts, evidence that own equipment was lost or delayed in transit |
| Personal Liability | Incident report, any written correspondence from the third party, witness details, photographs of the incident scene (do not admit fault before contacting us) |
Understanding exclusions before filing saves time. Claims for excluded events will not be paid regardless of how thoroughly they are documented.
| Exclusion | What This Means in Practice |
|---|---|
| Pre-existing medical conditions | Any condition for which you received treatment, were prescribed medication, or saw a specialist in the 120 days before purchasing your policy. Applies even if the condition was not formally diagnosed. |
| Known events at time of purchase | Any loss, condition, or event that was already known or foreseeable when you bought the policy. If an event was publicly reported before your purchase date, related claims are excluded. |
| Alcohol or drug-related incidents | Any incident that occurs while you are under the influence of alcohol or non-prescribed drugs, regardless of the nature of the claim. |
| Hazardous activities without Sports Add-on | Any injury or loss arising from hazardous or adventure activities unless the Sports Add-on was purchased. See the Hazardous Activities list in the Insurance Glossary. |
| Elective or planned medical treatment | Travel insurance covers emergencies only. Planned procedures, cosmetic surgery, fertility treatment, and routine check-ups are excluded. |
| Travel against government advice | Losses related to the reason for an official travel warning if you travelled to that destination despite the advisory. |
| Professional or competitive sports | Any incident that occurs while participating in professional, semi-professional, or competitive sporting events. |
| Policy purchased after departure | Any claim for an incident that occurred on a trip for which the policy was purchased after departure. Policies must be bought before the trip begins. |
For the full list of exclusions, download your policy document.
For health-related exclusions including pre-existing conditions, visit the Health Exclusions page.
Processing time depends on the complexity of the claim and how quickly all required documentation is received. Simple claims with complete documentation are typically assessed faster than complex medical claims that require additional medical review. Filing everything at once, rather than in multiple batches, is the single most effective way to speed up the process. A dedicated claims assessor will contact you directly if additional information is needed.
Yes. Claims are still considered without receipts. You must provide some form of proof of ownership for each item. Acceptable alternatives include bank or credit card statements showing the purchase, warranty cards, user manuals, photographs of the item in use, or any other credible evidence. The more evidence you provide, the more straightforward the assessment.
Not always. When you call our emergency line before or at the time of seeking treatment, our team will attempt to arrange direct billing with the hospital. In our network hospitals, this eliminates the need to pay upfront in most cases. If you attend a hospital outside our network, you will need to pay and then submit original invoices for reimbursement. This is why calling +971 4 270 8705 immediately is the most important first step for any medical claim.
A police report is a mandatory requirement for all theft claims and must be filed within 24 hours of discovering the theft. If you did not file a police report at the time of the incident, contact us as soon as possible. In very limited circumstances, other official documentation may be considered, but this is assessed on a case-by-case basis and cannot be guaranteed. The safest course is always to file the police report immediately.
If your claim is rejected, you will receive written confirmation of the reason. If you believe the rejection is incorrect, you can dispute it by contacting the claims team with additional supporting evidence. Full details of the dispute and complaint process are set out in your policy document.
No. Allianz travel insurance operates as secondary coverage. You must submit your medical claim to your company health insurer first. Once you have their settlement, submit the Allianz claim with the settlement letter attached. Allianz will cover eligible costs not paid by the primary insurer, subject to your policy limits.
Yes, you can file after you return, but you should begin the process as soon as the incident occurs. Notify us of a medical emergency immediately. For baggage and theft, report to the carrier or police at the time of the incident. You can submit the completed claim online at any time after gathering all documentation, but do not delay longer than necessary.
Our emergency assistance line at +971 4 270 8705 (press 1) is available 24 hours a day, 7 days a week. For medical emergencies, call immediately regardless of the time. The online claims portal at travelclaims.tatsh.cloud is also available 24/7 for non-emergency claim filing.
Medical Emergency
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Press 1 for emergencies
File or Track a Claim
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General Questions
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