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Travel Insurance claims

If you’re not sure how coronavirus will affect your travel plans or what you’re covered for, we have answers to many of your questions on our travel guidance page.

About HSBC Travel Insurance claims

HSBC Travel Insurance is provided by Aviva Insurance Limited. Aviva manages the claims process from start to finish so that your claims are handled as quickly and efficiently as possible.

When to make an HSBC Travel Insurance claim

If your trip has been cancelled, your first step should be to contact your travel and/or accommodation provider for a refund.

If you paid any part with your debit or credit card or PayPal, you may also contact the payment provider for a refund. If you paid with an HSBC debit or credit card, here’s how you can raise a dispute.

If you’ve been unable to get a refund from your travel and/or accommodation provider or your payment provider, please contact Aviva to make a claim.

To make a claim, please contact Aviva

All lines open 24 hours a day, 365 days a year:

For HSBC Travel Insurance
Medical emergency line: +44 (0)1603 605 128
For travel claims: +44 (0)1603 605 124

For HSBC Premier
Medical emergency line: +44 (0)1603 605 135
For travel claims: +44 (0)1603 605 122

For HSBC Jade 
Medical emergency line: +44 (0)1603 605 102
For travel claims: +44 (0)1603 604 910

For HSBC Select and Cover
Medical emergency line: +44 (0)1603 208 95
For travel claims: +44 (0)345 302 8387

For HSBC Insurance Aspects 
Medical emergency line: +44 (0)1603 605 142
For travel claims: +44 (0)1603 604 910

For HSBC Gold MasterCard and HSBC Platinum MasterCard 
Medical emergency line: +44 (0)1243 621 064
For travel claims: +44 (0)1603 605 124

What you’ll need to make a claim

You’ll need to provide Aviva with:
  • confirmation of the original booking and which parts of it are non-refundable
  • evidence you’ve tried to get your money back from your travel and/or accommodation provider, plus your credit or debit card provider if you paid by card - for example, copies of emails you’ve sent and/or their replies
  • details of any self-isolation advice you’ve been given by either your GP or from NHS 111

For all claims, normal policy excess, terms and conditions, exclusions and claims assessment apply.

How long will it take to process my claim?

As soon as you’ve notified Aviva of your claim, they will send you a claims pack detailing the information they need from you. To ensure your claim is handled as swiftly as possible, please follow the instructions in this pack.

After receiving your details, Aviva will assess your claim and make a payment to you within 28 days if your claim’s been successful.

If you’re having financial difficulties, please visit our financial support page for ways we can help.

It’s easy to get in touch online. Talk to us directly through our chat channels.